Solving playback issues

[Dougiefam]

My firestick is not showing up on my 50 inch roku tv. Both are new. I've tried all three hdmi ports. I just keep getting a black or blue screen. Any help out there

[renojim]

Are you certain the Firestick works?  Have you tried it on another TV?  Firesticks use a USB power adapter.  If you're using the TV's USB port try using the supplied power adapter.

[Dougiefam]

Not using TVs usb, its plugged in the wall and this is the 3rd firestick I've tried out the box. I tried all 3 hdmi slots and also ran through the 3 different resolutions for each hdmi slot. I have a 50 inch hisense roku/smart tv. I have no idea what to do. Also when I unplug and then plug back in you can see amazon firestick welcome screen and then it jumps to blue or black screen. I'm lost!

[DBDukes]

@Dougiefam 

From what you're describing, either all 3 HDMI ports on the Roku TV are bad, or the Firestick is bad. Try plugging something else into the Roku TV. Then try plugging the Firestick into another TV.

[Dougiefam]

My xbox1 plays fine through all 3 ports.

[RokuKariza-D]

Hey @Dougiefam

Looks like you're getting a lot of help from the Community users here. 

Since you've mentioned that your Xbox works on all 3 ports of your Roku TV, the issue might be the firestick itself. We would recommend reaching out to Amazon Support to report the issue and get help. There might be an issue with your unit that needs to be addressed by them.

We appreciate your understanding.

All the best,
Kariza

[Dougiefam]

Hey @Kariza not just my firestick, my cable guy couldn't get my cable to work through any hdmi port either. He was here for about a hour and a half and end up giving me the good old yellow, white and red cords to plug in the back of tv and I dont even get the full 4k experience now, it just looks stupid

[atc98092]

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@Dougiefam wrote:

My xbox1 plays fine through all 3 ports.

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That's a pretty good indicator there's nothing wrong with the TV HDMI ports. I've never used a Fire TV device, so I can't make any comment about how it works. But if other devices work on the TV, then there's no issue with the TV.

It is puzzling about the cable box. But again, I don't use one. If there is a problem with the TV, you'd have to contact Hisense about that. Roku doesn't manufacture the TVs, they only provide the software. There's nothing Roku can assist with if there's a problem with the TV's HDMI ports. 

[DBDukes]

@Dougiefam 

I'm with @atc98092 regarding the TV not being the issue. If the HDMI ports were bad, nothing would work. And you got your XBox to run through all three. That tells me a few things. First, your HDMI ports work. Next, you know how to hook stuff up so that it works. It's not the TV. It's not you. That leave the Fire TV device.

As for the cable guy, maybe his HDMI cables were bad.

Thing brings something to mind. Firesticks include an HDMI extender. Have you tried hooking up both with and without the HDMI extender? Hooking up without may resolve if the extender is bad. Hooking up with may resolve if the tight fit keeps it from seating properly.

[RokuKariza-D]

@Dougiefam

Thanks for the update and we sincerely apologize for the inconvenience this has caused you.

Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS. We highly suggest reaching out to the TV manufacturer's customer support team to report the issue and get help.

For a list of Roku TV manufacturers contact information, visit our Community post here: Contacting Support for Your Roku TV

All the best,
Kariza