Solving playback issues

[Jferris5046]

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. 

[RokuERey]

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

[Onlytheory]

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.

[RokuJechealR · Accepted 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

[Nikkey]

I have done these suggestions. There is still no video streaming from either Netflix OR live tv. It’s not the channel providers (Netflix?). I’ve only had it like a month. 

[RokuJharra-Q · Accepted solution]

Thank you for posting here in the Roku community, @Nikkey!

We appreciate your report on this issue and we'd like to assist you with the troubleshooting steps. Please follow the steps and check for any differences.

• Restart the device through the Settings menu by navigating to Settings > System > Power (If there is no Power submenu, proceed to the next step.) > System restart.
• Check for Roku system updates: Go to Settings > System > System update on your Roku device and select "Check now" to ensure your device runs the latest software version. If there are any updates available, proceed with the installation.
• Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then restart your Roku device. This step can help clear any temporary cache or data-causing issues.
• Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.

This should resolve the issue you are experiencing; however, if it is still unresolved, please reply, and we will be able to assist you further.

Thanks,
Jharra