Solving playback issues

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Audio is good but no video

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I am connecting to Roku with an android tablet. Everything is fine with audio and video when watching the trailers. Once I start to play a movie only the audio is playing, screen goes black on the TV. 

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RokuJechealR
Community Moderator
Community Moderator

Re: Audio is good but no video

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Hi @Onlytheory,

Welcome to the Roku Community!

We understand your query playback issue with a Netflix channel. Also, thanks for the troubleshooting steps that you've performed to try to resolve the issue.

Did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove restart re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings System > Power (if you do not see a Power submenu, skip to the next step) > System restart.

For more detailed instructions, visit our Support article: How do I resolve a channel playback issue?

Hence, if you are still unable to play videos from one channel after attempting the suggestions on the link and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.

You may contact Netflix Support here.

Please keep us posted, and we'll continue assisting you from there.

All the best,
Chel

Jecheal R.
Roku Community Moderator

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3 REPLIES 3
RokuERey
Community Moderator
Community Moderator

Re: Audio is good but no video

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Hey @Jferris5046,

Thanks for reaching us here in the Roku Community!

We'd like to help you out with this playback issue you're experiencing and to learn more better we'd like to know more about this.

If I understand it correctly, you're trying to cast a show on your android tablet to your Roku device, right? If so, does this happen to all content you're trying to access?

Please tell us more about this so that we can further assist you.

Thanks,

Rey

ERey.
Roku Community Moderator
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Onlytheory
Newbie

Re: Audio is good but no video

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I am having the same problem, Netflix is the only app that has the problem. I can pick anything to watch on Netflix and all I can see is a black screen. The title of the movie and the time selection bar at the bottom work fine, also i can hear the audio. the movie is just a black screen. I have uninstalled Netflix multiple times and restarted my Roku stick and nothing works. Any advice would be appreciated.

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RokuJechealR
Community Moderator
Community Moderator

Re: Audio is good but no video

Jump to solution

Hi @Onlytheory,

Welcome to the Roku Community!

We understand your query playback issue with a Netflix channel. Also, thanks for the troubleshooting steps that you've performed to try to resolve the issue.

Did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove restart re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings System > Power (if you do not see a Power submenu, skip to the next step) > System restart.

For more detailed instructions, visit our Support article: How do I resolve a channel playback issue?

Hence, if you are still unable to play videos from one channel after attempting the suggestions on the link and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.

You may contact Netflix Support here.

Please keep us posted, and we'll continue assisting you from there.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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