Solving playback issues

[romromillys]

Hi everyone,

Full Black screen issues have been driving me crazy on my Roku Express. Ever since the recent update, every time I try to stream something, the screen goes completely black while the audio continues to play in the background. I have already tried restarting the device, unplugging it and plugging it back in, switching HDMI ports, and even doing a factory reset, but nothing has worked so far.

Iam using Roku Express (Model: 3930X) with the latest software update installed. Has anyone else dealt with this after the recent update? Could it be a compatibility issue with my TV or the HDMI cable? Any tips or suggestions would be really helpful because Iam out of ideas at this point.

Thanks a lot!

[RokuEmmanuel-D]

Welcome, and thanks for sharing this here in the Roku Community, @romromillys!

We appreciate you informing us that you're experiencing this issue, and we'd like to be able to help investigate this issue closely. 

Please let us know...

• Are the issues occurring on a specific channel, or are they happening across all channels?  
• Have you tried connecting it to another TV to see if the issue continues?

In the meantime, to help us review this matter further, kindly supply all the information below:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

• Channel build version (Highlight the app from the Home Screen and press the Star * Button) if the issue is within and only specific to a channel. 

Please get back to us soon and don't forget to keep us posted. 

Thanks,
Emman