Solving playback issues

[jaywindsor]

I assume Roku are not going to give us an answer on this? I've had my installation guys go over the set up again and again and cannot get this fault replicated on apple TV so must be the roku?

[RokuTakashi]

Hi, @jaywindsor 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with your Roku device, and we'd like to gather more information about this so we can assist you further. Can you provide the details below for our team to better understand your concern?

• What specific Roku device you are having issues with?
• What specific behavior does the issue show?
• Is this happening to a specific channel, or throughout the Roku platform?
• Did you perform any troubleshooting steps in an attempt to resolve the issue?

With more details aside from the requested information, our team will be able to investigate and provide the best resolution to address the issue.

We hope for your response in this matter.

Best wishes,
Kash

[jaywindsor]

Hi Kash

The screen intermittently blacks out while audio continues as normal. After about 2 to 5 seconds, the video returns. This issue occurs across all channels (Netflix, Disney, Prime), without a specific pattern. Sometimes it happens 2 or 3 times during a film, and sometimes not at all.

I’m using a Roku Ultra (hardwired via Cat 6), which connects to my cinema receiver. From there, the signal passes through a Blu Stream balun to manage the handshake, and then to my projector. My Apple TV is connected in the same way and doesn’t experience these cutouts. However, since the Roku integrates better with my smart home system, I’d prefer to fix this issue and continue using it.

I’ve deleted and reinstalled all apps (including Netflix) and reset the settings. I also have the top HDR Vision available through my setup (4K Vision enabled), though the auto setting sometimes selects 4K HDR10. My tech team advised me to force the top visual option, which I’ve done.

I look forward to hearing your thoughts on how to resolve this issue.

Let me know if you’d like any further adjustments!

[RokuEmmanuel-D]

Thanks for keeping us posted, @jaywindsor!

We are truly thankful to you for providing all these specified details so that we can better understand your concern. We are here to help you sort this out so you can get back on streaming in no time. 

Could you help us provide the following information below?

• Roku device model, serial number, device ID, and OS 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)
• Receiver Brand and Model, and Projector brand

With all these details provided, we'll be able to forward this over to the relevant team for review and investigation.

We hope to hear from you soon.

All the best,
Emman

[trindflo]

I just went through this. What I did to trouble-shoot was to go into settings and set 720 mode for the display (the default had been 'automatic'). I could see quickly that the screen blanking had stopped. That told me that something was degrading the signal on the HDMI.

Doing that also allowed me to experiment more easily: I would try something, go into settings and try to set 1080p, and see how the screen behaved. If it completely failed and stayed black, it would default back to the working 720 configuration within about 20 seconds.

My issue turned out to be an extractor box and I was able to eventually find a mode on the extractor that didn't interfere with the signal.

[RokuTakashi]

Thanks for keeping us posted in this thread, @trindflo 

We appreciate your efforts in taking the time for a workaround. It would help to identify if the issue is related to the hardware or software when trying to plug the Roku device into another TV and see if the issue persists.

Please let us know what you find out, and keep us updated if you have further concerns or inquries.

Best wishes,
Kash