Solving playback issues

[ShoNuffHarlem]

I have this error happening in two different apps so I know it's the Roku software and not the individual apps. 

Troubleshooting Performed 

Max app (HBO) - version 57.1 build 0- When a TV show goes to credits, the show goes from full screen to a small box in the top right. The small box is black and if you click on it the full screen will be black. See attachments. Note this only happens after you use the app for a few days. App is up to date and hitting close app then system restart fixes the issue. But the black screen comes back after a few days. 

Court TV app  - version 1.8 build 13- upon initial opening the live Court TV channel is in a small box on the top left. When you click on it to open the live Court TV channel the full screen is BLACK. See attachments. Note this only happens after you use the app for a few days. App is up to DATE. Hitting CLOSE APP then system restart does fix the issue, but it always comes back after a few days.

Roku model TCL tv 65R635 hardware ID A114X

Software version 13.0.0 build 24062-88

[RokuJharra-Q · Accepted solution]

Thank you for the update, @ShoNuffHarlem!

We understand that you're experiencing a black screen issue with multiple apps on your Roku device, and we're here to assist you.

We'd like to know whether this issue occurred before or after the update. When removing the channel, it's important to restart your Roku to clear its memory cache before reinstalling the channel. Without the restart, you may not achieve a clean reinstall. Please go to Settings > System > Power/ System restart to do so. You can restart by unplugging the power cord briefly and then plugging it back in.

On a Roku TV with "Fast TV Start" enabled, turning the TV off and on only puts it in and out of a low-power standby state. It does not result in a complete restart. Please use the methods described above.

Please try doing this and see if it helps with what you're experiencing.

Best regards,
Jharra

[ShoNuffHarlem]

I've done that multiple times. Doesn't work issue always returns. 

And when the issue happens it happens in multiple apps at the same time both Max and COURTTV apps. Same issue black screen when maximizing small box. 

Sometimes a system restart fixes the issue issue without deleting and reinstalling the apps. But within a couple days the bug always returns. 

[RokuJharra-Q · Accepted solution]

Thank you for keeping us posted, @ShoNuffHarlem!

We appreciate the additional information about your playback issues. If you are still experiencing issues, could you please try using a mobile hotspot for data or restarting both your device and internet router?

If the problem continues, especially with two channels, please note that this issue is only happening with the MAX and COURT TV apps. We recommend reaching out to their customer support team for further assistance and clarification. It's important to know that most content on the Roku platform is provided and updated independently by the channel providers.

Best regards,
Jharra

[ShoNuffHarlem]

Yes I've tried router reset too. 

I reject your solution of reaching out to the apps. It happens to both apps AT THE SAME TIME IN THE SAME FUNCTIONALITY. When it works it works in both, and when it stops working it stops working in both. Simultaneously!

It's obviously a Roku software bug Roku needs to fix. There is audio just no video. 

[ShoNuffHarlem]

This is not a provider problem and I need you to escalate it as a trouble ticket. 

It happens in all apps that use the feature at the same time, whether working or not working. Thus it has to be a Roku software issue. I never said it only happens in two apps nor that it happens independently. Please reply. I am a loyal long time Roku user and ignoring that I need help isn't respectful. 

[ShoNuffHarlem]

Why did you mark this as solution? It is totally not the solution as it happens across multiple apps same behavior. It is a flaw in the Roku software on how it handles main video going from small box to full screen.

It is now happening in a third app (ABC ACTION NEWS). it is definitely a bug in the Roku software. How do I report it? 

[RokuJharra-Q · Accepted solution]

We appreciate you for keeping us informed, @ShoNuffHarlem! 

We would like to take a closer look at the issue. Can you please provide us with the software version in which the issue occurred? Also, could you try the following troubleshooting steps to see if it makes any difference?

• Remove, restart the device, and add the channel: Go to the Roku home screen, navigate the app, press the asterisk (*) button on your Roku remote, and select "Remove channel." Afterward, restart your Roku device. 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. Lastly, reinstall the Peacock app from the Roku Channel Store.
• Check for Roku system updates: Go to Settings > System > System update on your Roku device and select "Check now" to ensure that your device is running the latest software version. If there are any updates available, proceed with the installation.
• Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then restart your Roku device. This step can help clear any temporary cache or data-causing issues.
• Check your internet connection: Ensure that your Roku Express is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra

[ShoNuffHarlem]

This seemed fix recently by an update but after a few weeks is now back. This happens in all apps with this functionality, so it's definitely a roku issue. System restart fixed it temporarily. 

I don't understand why Roku doesn't fix the bug.