Solving playback issues

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abreen1228
Reel Rookie

Black Screen and Not Loading Content

So our Roku used to work seamlessly but for the past few months it will go in and out of this fit. For example, our YouTube TV app will load and you can hear all the sound but it’s a black screen. We can navigate through the menus and guides but nothing but a black screen. Also, on Netflix it will load all the menus and even the auto trailers that pop up but when we try to load any show it will just sit at 0%. We’ve tried hard resets, factory resets, soft resets, different cords, different inputs, different outlets, updates, new remotes, and nothing works. Sometimes one of these things will work for a couple hours but it always comes back.

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5 REPLIES 5
RokuTakashi
Community Moderator
Community Moderator

Re: Black Screen and Not Loading Content

Hey @abreen1228,

Welcome to your first post in the Roku Community!

We're sorry to hear about the black screen issue you have encountered, and we appreciate the actions taken to resolve the issue. For us to better assist you in this situation, we'll need details. Kindly provide the following:

  • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
  • Does this issue occur on a specifically on YouTube and Netflix channel? If so, what channel and what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
  • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID).
  • Steps to reproduce the issue you are seeing.

Please keep us posted, we'll continue to assist you from here.

All the best,
Kash

Takashi O.
Roku Community Moderator
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abreen1228
Reel Rookie

Re: Black Screen and Not Loading Content

Hey @RokuTakashi 

Thanks for hopefully helping us. Unfortunately, we did a factory reset and our remote is now not connecting to it. Therefore, we cannot find that info for you. Is there a different way to find it? Or, can you help us find out why our remote isn't working?

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RokuTakashi
Community Moderator
Community Moderator

Re: Black Screen and Not Loading Content

Hi @abreen1228 

Thank you for keeping us posted!

Since you have performed a factory reset, you may need to connect your Roku remote again to your Roku device. To do this, press the pairing button located in the battery compartment of your Roku voice remote. For more detailed information, check out this support article: How to set up your Roku voice remote

Let us know about what you find out.

All the best,
Kash

Takashi O.
Roku Community Moderator
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abreen1228
Reel Rookie

Re: Black Screen and Not Loading Content

@RokuTakashi Our remote does not have a pairing button in the battery compartment. Is there a different way to connect it?

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RokuCarly
Community Moderator
Community Moderator

Re: Black Screen and Not Loading Content

Hi @abreen1228.

Thanks for the clarification.

You can refer to this link: How to fix your Roku voice or simple remote that is not working to recognize which Roku remote you have and how to pair it. 

Let us know how it goes and we'd be more than happy to continue assisting you.

All the best,

Carly

Carly Y.
Roku Community Moderator
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