Solving playback issues

[Mikey2069]

Ever since the update, my ultra has been having issues.  Roku starts up, then when I use the remote, it turns to a black screen.  This happens about 50% of the time.  I have checked for updates, even did a factory reset.  I'm guessing I'm out of luck, but thought I would check the community before buying a new one.  Anyone else heard of this issue and have a fix?  

[DBDukes]

@Mikey2069 

Let's get a better understanding of what's going on.

First, your Ultra is over a year old, right? If less than a year old, it's still under warranty, so if worse comes to worst, you can get a warranty replacement.

Next, you said when you "use the remote, it turns to a black screen." Do you mean starting from the main menu, after bootup or exiting screen saver, a keypress will cause a black screen? Or only when you actually select and launch an app? I know you said it happens about half the time, but when it does happen, does it happen on first keypress, or on a later keypress or launch?

[Mikey2069]

Thank you for the quick reply!  It's almost 2 years old but if I have to buy another I've, not the end of the world.  Just frustrating that it just started happening after the recent update.  

It is happening right after launch and at first key press.  

Thanks again!

[DBDukes]

@Mikey2069 

Just to make sure, the batteries are good, right? No battery issue with the remote that could be sending weird signals that are crashing the device? Let's rule that out as well.

Failing that, you've done a factory reset, which is a last resort. It's still exhibiting the behavior, which isn't a good sign. But before we declare it a lost cause, let's verify a couple of things. There are two ways to do a factory reset.

1. Use the menu system and select factory reset. It will present four digits for you to key in to verify you're taking that step.
2. Press and hold the RESET button on the device for NO LESS THAN 30 SECONDS. That time is important. Ignore anything that happens, press and hold for at least 30 seconds. Not about. Not nearly. Not until something happens. A full 30 seconds. (Yeah, I think I've driven that point home.)

If you did one of those, then you did a full factory reset. If you did any other means, it may not have been a full factory reset, and that option is still on the table.

[Mikey2069]

Thanks again!  The remote is a harmony hub, so perhaps I will use the original remote to see if the problem persists.