Solving playback issues

[KEELYDA]

I just installed three ROKU Ultra 4802X devices on three different TVs. Two of the three work fine, no problem.  The third one has the black screen problem.  I have tried everything I have found on this site to do.  I don;t think it is a hardware problem.  I’m running software version: 14.1.4 Build 7709.  when I run software update it says everything is uptodate.  I have also done a factory reset which had no effect.  I also looked at the frame rates mentioned earlier.  That function is turned off.

What happens is that the screen will go dark for about 4-5 seconds then come back on.  This happens at irregular intervals.  

I would welcome any help in resolving this issue.

[renojim]

Have you tried the problem device on a different TV or a "good" device on the problem TV?  In other words, is it the TV or the Ultra?

[KEELYDA]

I had thought about this, but had delayed doing this pending a potential answer.  I put the ROKU from the TV that wasn;t working properly and connected it to a TV that was working correctly.  That seemed to correct the problem.  I also put the ROKU that was connected to the TV that wasn’t working and connected it to the TV that was working.  It also seems to be working correctly.  I’m not sure why, but the problem seems to be resolved.  I plan to monitor the situation to see if it remains stable.  I’ll report back if things change.

[KEELYDA]

UPDATE:

    Unfortunately, I spoke too soon.  The problem persists.  The ROKU ULTra that I know that worked is attached to the TV that is causing the problem. I should also state that I swapped out the HDMI cables as well.  This leads me to think that there is something happening between the ROKU Ultra and the TV, which is an LG by the way. I should also add that I had a ROKU express attached to this TV and never had any problems.  Other than it being a Firmware issue, I’m not sure what else I can do.  Any further suggestions?

[renojim]

I guess the next thing to try is different HDMI inputs on the TV.  Is it a 4k TV?  You might try different settings under Settings->Display type.

[KEELYDA]

Thanks for the suggestion.  I tried switching display types with the same result.  I do not have a 4K TV.  In fact, my TV is about 10 years old.  I’m going to try ROKU Tech Support tomorrow to see what they suggest.

[makaiguy]

@KEELYDA-

Under "Settings > System > Advanced system Settings > Advanced display settings" does your Roku have an "Auto-adjust display refresh rate" item?   If you don't have this setting, don't bother to read the rest of this post.

If this is enabled, the Roku circuitry sends the signal output at the refresh rate used by the original source material, commonly 24 fps (frames per second), 25 fps, 30 fps, 50 fps, or 60 fps.  Every time the source refresh rate changes, the TV must adjust its display to accommodate the new rate, which on many sets results in a short blackout or other display disruption that some find objectionable.

This can happen when starting/stopping new programs, when going in/out/between  commercials, wherever the refresh rate of the source material changes.

If "Auto-adjust display refresh rate" is set OFF, the Roku converts and sends everything at 60 fps so the TV doesn't have to adjust on the fly and you don't get those frame rate transition disruptions.

The tradeoff here is that, non-60 fps sources may not appear as smooth without a Roku refresh rate adjustment, depending on whether your Roku or your TV does a better job of refresh rate conversion.  You have to decide whether this change is worth it to you.