Solving playback issues

[BexyR]

I have a brand new Roku express bought at Christmas. I plugged in into my tv. All is fine until I go to play a video (I have tried every app I can find all with the same issue) and I get a black screen. The audio and subtitles continue. 

The TV I initially tried worked with an old Roku express a few months ago with no issues. I have tried another monitor and the same issue.

I have tried changing the resolution to manual, disabling auto update, checking for software/app updates, trying different hdmi cables, the secret options, trying every hdmi port, restarting my router, deleting my Wi-Fi and reconnecting, deleting all apps and reloading them with system restarts in between.

I still can’t get any video from the Roku. Menus, apps work fine when selecting a video but the videos will not run. 

Could I be unlucky and have a broken brand new Roku express?

Any help would be appreciated as I have no tv 😞

[RokuEmmanuel-D · Accepted solution]

Welcome, @BexyR!

It's great to have you here in the Roku Community!

Thanks for letting us know that you're experiencing an issue with your Roku Express, and we're here to help you sort this out so we can get you back on streaming soon. 

Please keep an eye on your inbox, as we will be sending you a private message. We'll be able to help you from there. 

We are looking forward to your response. 

Best,
Emman