Solving playback issues

[Sc1962]

I have a Roku 4k plus device. I turned on my tv and all of the sudden it went very dark and there is no sound. The remote works. I have unplugged, turned off tv, checked for updates and nothing has changed. Other tv is working fine and it also has the same device. The tv lighting works, it only goes very dark when Roku comes on.

[atc98092]

I'm uncertain which Roku you have, as there's been a number of 4K devices that have a + in the name. Can you provide the model number (Settings/System/About)?

[Sc1962]

Hi Dan, 

Model is 3941X2. It’s a Roku Express 4K +

[atc98092 · Accepted solution]

Great, thanks. I have one of those myself. 

First test, when you power the Roku on, do you see the bouncing Roku logo? Do you hear the sounds that play during that boot up?

How are you powering the 3941: plugged into a USB port on the TV or using the wall cube plugged into an outlet? If you're using the USB port on the TV, try powering it from the wall cube.

If the boot logo isn't visible, do you have a different TV you can try the Roku on? If not, how about at least a different HDMI port on the TV? Still looking for the boot logo to appear.

What we need to isolate is if the problem is with the Roku or the TV. If the same issue happens on more than one TV, then the problem is with the Roku.

[Sc1962]

Thanks Dan!

 I tried it on another tv and it worked so I took one more shot at original tv. Whatever was wrong corrected itself. I did need to go in and readjusted my lighting on the tv and the sound. For some reason it had been knocked down to zero when Roku was attached. I did reboot just in case. Everything is working as it should. Extremely happy since family is arriving.

Thanks again!