Solving playback issues

[lostbits]

For the last week or so, the Roku streaming channel has sound but no video. The review pictures are there, but when an episode/movie is selected, there is no video. This is a new issue on an old TV. Nothing in the environment has changed, and all other streaming channels work satisfactorily.

I have the Roku 4K Streaming Stick and the Roku Express (non-streaming stick).

[RokuTakashi]

Hi, @lostbits 

Thanks for posting here in the Roku Community.

We appreciate you for bringing this to our attention, and we'd be more than glad to assist. Could you please provide the following details for us to understand the issue better?

• On what specific channel/app is this issue happening?
• Is this happening to a specific channel or throughout the whole channel/app?
• Does the issue happen to both of your Roku streaming devices?
• What steps have you taken as a troubleshooting step to resolve the issue?

With more details, we'll be able to assist further.

Best wishes,
Kash

[Lnelsen]

My tv was working fine last night when I turned it on today I had sound and could see all the apps. When I clicked on the app I had sound but no picture. My Roku stick is 2 weeks old.  

[RokuJechealR · Accepted solution]

Hi @Lnelsen,

Welcome to the Roku Community!

Thanks for letting us know about the trouble with your Roku device, which has sound but no pictures.

Have you tried restarting your Roku device to see if it helps? To do this, navigate to Settings > System > Power > System restart (if you do not see the Power submenu, skip to the next step).

In addition, there are most common reasons you may not see the picture on your TV:

• You have the wrong input (source) selected on your TV
  You must select the input (sometimes referred to as source) that matches the one to which you have the Roku player connected.
• The video cable is not connected properly or the cable is faulty.
  Check that the video cable is firmly connected to the back of your Roku player and to the HDMI or composite connector on the TV. If you have a Roku Streaming Stick, then make sure it is firmly connected to the HDMI connector on your TV.
  If you can, check to see if you have a faulty cable by connecting your Roku player with a different cable.
• There is a problem with the TV
  If you can, try connecting the Roku player to a different input on the TV to see if the problem is with the connector on the TV.
  If you can, try connecting the Roku player to a different television to see if the problem is with your Roku player or the TV.
  If all else fails…
• Disconnect and reconnect all cables, including the power cable.

For more information, you can refer to this Support link: What to do if you cannot see the picture from your Roku® streaming player on your TV.

Please let us know what you find out.

All the best,
Chel