Solving playback issues

[edige23]

Bought a Roku Express 4K+ SKU 3941R. Set it up without a problem. Using a SAMSUNG LNT5265. On day one was able to get everything in place and have it work. Was able to set up my accounts and watch videos on several services: Amazon Prime, Crunchyroll, Shudder. Wi-fi connection worked fine. Roke autodetected the resolution at 1080p. Connected with hdmi cable suppied with purchase. 

However the next time I went to use Roku, it stopped working. I could pull up the apps for those services and see the frames, overlays, menu, etc. However no video would play-- I could hear the audio but no picture. It did the same across all apps, though on Amazon Prime after a few seconds of doing this, it crashes out to the main menu. 

I tried updating the Roku, but it was already at the latest version. 
I tried changing the resolution (per a suggestion I found elsewhere), but nothing changed despite repeated attempts. 

I'm hoping this is a simple problem I'm just missing the solution to. 

[RokuKariza-D]

Hello @edige23

Thanks for bringing this to our attention.

We would recommend following the suggestions below then let us know if there's any difference after. 

1. 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 can, check to see if you have a faulty cable by connecting your Roku player with a different cable.
2. 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.
3. If all else fails…
   • Disconnect and reconnect all cables including the power cable.

Please keep us updated on how it goes.

All the best,
Kariza