Solving playback issues

[NOINTERNET]

My roku screen goes black when playing any content as soon as I select the program I want to watch I can hear the sound but no picture.  the Roku home screen is fine, the channel and or program selection is fine.  It turns black once I click on I’ve done all the trouble shooting steps, you’ve posted for other users.  
HELP

[RokuJohnB]

Hey @NOINTERNET,

Thank you for posting here in the Roku Community!

We'd like to take a closer look at this problem you had. Can you please provide the following information?

• What troubleshooting steps have you taken so far?
• Do you have cellular data so we can try connecting your device to your hotspot?

In the meantime, you may check out this support article here what to do if you cannot see the picture from your Roku streaming player on your TV

We look forward to hearing from you soon.

The Roku Community Team

[MarkyM]

I have exactly the same problem.

I have done multiple soft restarts and have power-cycled the Ultra 2024 twice with the same results. 

The TV (and AVR) are fine with my Nvidia Shield so not the TV or AVR.

This is very strange as the Home screen ifs fine but the actual video content using any app is not there - just a black screen. The audio is fine and if I hit pause, the graphics are there with the timeline etc. But the video content is black.

What else can be done to try to restore a normal picture?

Thanks!

[RokuJohnB]

Thanks for keeping us posted, @MarkyM!

We appreciate the troubleshooting steps you have taken so far and will be glad to investigate further this problem you had with the Roku Ultra.

Can you please provide the following information below?

• Did we recently make any changes to your network or network provider?
• How far is your device from your network router?
• Do you have cellular data so we can try connecting your device to your hotspot?

With detailed information, we will be able to assist you further.

Thanks,
The Roku Community Team

[MarkyM]

Thank you for the quick reply.

• Did we recently make any changes to your network or network provider?

No. And I haven't either 🙂

• How far is your device from your network router?

About 20 ft.

• Do you have cellular data so we can try connecting your device to your hotspot?

Only an older 4G Android phone.

Note that this had been working just fine since November. Everything loads and plays just fine, it's just that the actual video contact is black. You can even see the skip timer on YouTube during the commercials. And the audio is clear. No stuttering or dropouts.

--Mark--

[MarkyM]

Hi,

It's been 3 days without a reply.

Should we contact support about getting a warranty replacement?

--Mark--

[RokuTakashi]

Hi, @MarkyM 

Thanks for keeping us in the loop.

We'd like to confirm one more detail so we can help you address the issue. Is this happening to a specific app or all of the apps installed on your Roku device?

Additionally, perform a system update if you have not performed this step by navigating to Settings > System > Software update and selecting Check Now.

Keep us posted.

Thanks,
Roku Community Tean

[MarkyM]

Thank you for the reply.

All apps. I have checked Spectrum, YouTube and Netflix.

"All software is up to date."

--Mark--

[MarkyM]

Hi there,

I answered your questions on Thursday. (see above).

Now what?

Thanks!