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ShoNuffHarlem
Channel Surfer

Top left small box black screen in multiple apps

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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

 

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RokuJharra-Q
Community Moderator
Community Moderator

Re: Top left small box black screen in multiple apps

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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

Jharra Q.
Roku Community Moderator

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RokuJharra-Q
Community Moderator
Community Moderator

Re: Top left small box black screen in multiple apps

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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

 

Jharra Q.
Roku Community Moderator
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ShoNuffHarlem
Channel Surfer

Re: Top left small box black screen in multiple apps

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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. 

 

 

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RokuJharra-Q
Community Moderator
Community Moderator

Re: Top left small box black screen in multiple apps

Jump to 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

Jharra Q.
Roku Community Moderator
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ShoNuffHarlem
Channel Surfer

Re: Top left small box black screen in multiple apps

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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. 

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ShoNuffHarlem
Channel Surfer

Re: Top left small box black screen in multiple apps

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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. 

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