Solving playback issues

[dtwdcaordatl]

I've been using a Streaming Stick 4K (3820R2) with a Hisense 55U8K for about a year with zero issues, until about two weeks ago. Lately, when I play Dolby Vision content on any app, the screen will go black (aside from the Dolby Vision logo) but sound will play normally. A restart sometimes fixes the issue, but it always returns, usually the second time I try playing Dolby Vision content after a restart.

I've tried a factory reset of the Roku, switching HDMI ports on the TV, changing the order of the apps I use to play (to ensure it wasn't an app setting off the issue). Nothing seems to have worked. Plus, the built-in apps on the TV are playing Dolby Vision content without issue, so I don't think the TV is the problem either.

I'm close to switching to an Apple TV, but wanted to check here first for fixes/workarounds.

[Krobar1]

I'm getting the exact same behaviour with Streaming Stick 4K and an LG Oled through an Arcam AVR. The problem started with the Roku firmware update at the beginning of this month. Sometime going back to the Netflix Gui and starting playback again will fix it but it is not consistent. I always get the same behaviour when it breaks which is a black screen with Dolby Vision detected and sound working.

The only solution I have found is to force the TV type in Settings to 4K HDR in order to disable Dolby Vision. HDR10 works fine. 

[Spitfire53]

I am having a similar issue, but so far only with DV on Hulu and Disney+ that I signed up for at the beginning of the month. Worked fine for about 3 episodes of what we were watching , and then just black screen with sound. Spent some time chatting with Roku support last week, but no fix yet. Paramount and Peacock work fine with the 4K streaming stick to my LG B4 oled, very strange.

[dtwdcaordatl]

Yeah, I've switched to HDR10 as well and have experienced no issues since then, and since it looks like all the major streamers support it, I might just keep it this way!

[RokuJohnB]

Hi @dtwdcaordatl @Krobar1 @Spitfire53,

Greetings, and thanks for keeping us posted!

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

• Is this happening on all channels you are trying to access, or is it on a specific channel?
• What troubleshooting steps have you taken so far?
• When did the issue start?
• Could you share a video clip or photo with us?

Note: With a compatible TV and streaming channels, you can stream 4K Dolby Vision with certain Roku streaming players. But if your Dolby Vision-capable TV was made before 2018, you might be unable to watch Dolby Vision content at 4K resolution. Netflix and other streaming services won't play 4K Dolby Vision if the TV doesn't support higher frame rates, like 60 frames per second.

You may also want to check out the Roku product comparison chart in this support article to determine if your player supports Dolby Vision.

We look forward to hearing from you soon and hope you'll find this info useful.

Cheers,
Roku Community Team

[Howardp4]

Hi,

Having the exact same issue here. Worked fine for 6 months and now just a black screen for Dolby Vision content.  Audio playback is normal.  Issue is across all apps (Netflix, Max, Peacock, Paramount, Disney). I’ve updated to the latest software on the TV, Roku OS and Apps. Dolby Vision works on the native TV version of these apps (with the exception of Max, which is why I bought a streaming stick 4K in the first place). 

Streaming Stick 4k

LG C9 OLED

[Spitfire53]

LG 83 B4

Streaming stick 4K

Worked fine for 3 episodes each of Paradise on Hulu and Acolyte on Disney+ and then just got a black screen with sound, after the TV entered Dolby Vision. Don't remember exact date it started, 1st week of April for sure, as I signed up for a Hulu and Disney+ and Max subscription at end of March.

Shows on Paramount+ and Peacock work fine with Dolby Vision. All shows work fine with LG Web OS and no other changes were made to all setup configurations or cabling etc., prior to this bug happening.

A video of the issue would  show a black screen with sound.

I like Dolby Vision and Dolby Atmos on our 5.1.2 home theater setup and do not want to downgrade to HDR10  just to get things to work.

A video of the issue would  show a black screen with sound. 

[Joeblow99]

Exact same issue. Dolby Vision just stopped working across all platforms several weeks ago on my LG C7. I went into the advanced settings on the Roku and there's an option there to let the Roku change the refresh rate on your TV to presumably avoid this issue. I made that change, and now Dolby Vision is working on Netflix. I get a little popup saying something about the Roku changing the display rate, but otherwise it works. However - this did not fix the problem on Amazon, so I'm puzzled.

[Krobar1]

@RokuJohnB I'm using an LG C1 with a Streaming Stick 4K. The issue happens with Netflix and Disney+ for me, probably happens with others but the family had already started whining that the "Roku was broken" and so I disabled Dolby Vision.

Troubleshooting steps I have tried so far:
Removed the AVR from the chain - No change
Force TV type to 4K HDR (Without DolbyVision) - Fixes it but obviously kills DV support

The issue started after the firmware update at the beginning of the month. Worked perfectly until then.

All of the TVs listed in this thread support DV 60hz and everyone who has so far replied was working fine until the recent firmware update.

It seems there are quite a few of us with this problem caused by the recent firmware update, will Roku investigate?

[RokuTakashi]

Hi, @Howardp4 @Spitfire53 @Joeblow99 @Krobar1 

Thanks for keeping us updated!

Our team would like to investigate this further, and we could use your help by gathering a few details from the Roku device.

Please provide the following information:

• Roku device model, serial number, device ID, and OS version
  (Found in Settings > System > About)
• Tracker ID
  (When the issue occurs, press the Home button 5 times, then the Back button 5 times)
• Channel build version
  (Highlight the channel on the Home screen and press the * button)
• A photo of the issue

Once we have this info, our team can continue with the investigation.

Appreciate your help and looking forward to your response!

Roku Community Team