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

[romromillys]

Thank you for responding!

The black screen issue occurs across all channels. I’ll try connecting the Roku to another TV to check if the issue persists.

Here’s the requested information:

• Device Model: Roku Ultra 4800X
• Serial Number: YJ00D1234567
• Device ID: 12345ABCDEF
• Software Version: 10.5.0 Build 4201
• Tracker ID: ID-56789 (generated during the issue)

I will also check the channel build version if it appears specific to a channel. Appreciate your help!

[makaiguy]

@romromillys-

I don't know if this is the source of your problem, but from what you've reported your Ultra 4800's Roku operating software is out of date.  Version 10.5 was replaced by 11.0 over two years ago.  My Ultra 4800 is currently running version 14.0.4 and version 14.5 is being rolled out to some users,

Try a manual update:  Settings / System / System update / Check now