Solving playback issues

[aml2021]

Hi everyone,

I just purchased a ROKU Express 4K+ and plugged it into my Insignia TV HDMI 2 port (tried 3 also). The menu works, but when I try and stream a show, there’s no audio or video. I can see the time, the stop, pause, etc., but no audio or video. The same thing happens in multiple apps. Any tips? 

[renojim]

It shouldn't matter, but is it a 4k TV?  Try the various options under Settings->Display type to see if any make a difference.  If you have another TV you can try it on that may verify whether or not it's just a bad device.

[shaunswayne]

I am experiencing exactly the same issues you described here. I just purchased the Roku Express 4K+ and set it up, but cannot get any playback on any channel. The screen goes black, but when I give up and return to menu, timestamps indicate the video had been playing all along. If I rewind/fast forward, I can see the content in the scroller at bottom of screen; but nothing plays upon release. I reset my modem and router, completed connection tests successfully, signal strength is deemed excellent by the Roku itself, and yet...

Extremely frustrating, but it seems we are not eligible for agent support on this issue, which nonetheless renders the device a worthless brick. I suppose I can try my luck with my internet provider on Monday, but I'm pessimistic about their ability to assist, given that playback is successful on my other connected devices (desktop computer, chromebook, phone).

I will follow this thread for any possible insights from the community. You are not alone!

[aml2021 · Accepted solution]

I fixed it by doing a system reset. You can do this in settings or by unplugging the device and plugging it back in. Good luck! 

[shaunswayne]

Thank you, friend! The menu system reset had not resolved it last night, but unplugging it this morning seems to have done the trick. I appreciate you reporting back!