Solving playback issues

[JohnnyBravo7]

Tried HBO Max and AppleTv. Shows start with the rating showing in the top left but screen is black when video starts and there is no audio. Subtitles run tho and episode is playing. 

[Anonymous]

Hi @JohnnyBravo7

Welcome to the Roku Community!

Does the issue only occur on HBO Max and Apple TV or across other channels installed on your Roku device?

Have you tried removing the affected channel HBO Max and Apple TV and then re-install again? If not, we suggest starting there. In some cases, removing the affected channel and then re-installing it may help. Restart your device before re-adding the channel back in to ensure the process is successful. We recommend doing this through the Settings menu by navigating to Settings > System > Power (If there is no Power submenu, proceed to the next step.) > System restart.

For detailed instructions, refer to this Support link for more information: How to resolve a channel playback issue | Official Roku Support.

Let us know if there's any difference after.


Warm Regards,
Lianna

[JohnnyBravo7]

I’ve also tried peacock and Netflix. Peacock has the same issue and Netflix is failing to fully load the video. It seems to be across all apps. I didn’t have any issues streaming yesterday before the system update. Is it possible to revert back 1 update?

[Anonymous]

Hi there, @ JohnnyBravo7!

Thanks for the post.

These are the 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

Let us know how it goes!


Warm Regards,
Lianna

[JohnnyBravo7]

It’s not a Roku player, it’s specifically a RokuTv. I don’t think the second suggestion applies 

[Anonymous · Accepted solution]

Hi there, @JohnnyBravo7

Thanks for the response!

If you are having an issue with your Roku TV screen going black but can still hear the audio, have you tried unplugging your device for 5-10 minutes and then plugging the Roku TV back in?

Let us know if there's a difference after


Warm Regards,
Lianna

[JohnnyBravo7]

I cannot hear the audio or see the video but the subtitles play at the bottom. 

[JohnnyBravo7]

Thanks for the help 

[Rizwaan97]

Hi am having the same problem . How did you fix it?

[RokuMary-F]

Hi @Rizwaan97,

Welcome to the Roku Community!

We appreciate you for posting. We'd like to take a closer look to see if there's anything else we can suggest to help but we need more details. Here are a few questions here to better understand what you're experiencing:

• What kind of issue are you experiencing?
• What Roku model device are you using?
• When did this issue first start occurring?
• Which streaming channels are you experiencing this issue on?
• Does the issue only occur on a specific channel or all channels on your Roku device?
• What troubleshooting steps have you taken so far to try to resolve the issue?

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


Best regards,
Mary