Solving playback issues

[ap19063]

Ok, so this only happens on YouTube. I have read through some of the other posts regarding YouTube starting with a black screen. No, the problem we're having is that every time YouTube breaks for an add, the screen goes black.. you can hear sound on the back ground, but you lose the picture for a few seconds. I have tried to look for a setting to change this as suggested and we cannot find it. I have tried looking on the roku settings and changed display settings and nope, that didn't fix anything. Btw, we have the latest model of the ultra. Also it should be noted that we do not have that problem with any other app - only with YouTube.  we've Uninstalled and reinstalled the app and this doesn't fix the problem. Lastly, I've tried a different unit and NOPE, same issue.  HELP

[RokuJharra-Q · Accepted solution]

Hi @ap19063,

Thank you for reaching out to the Roku Community!

We appreciate you bringing the issues with your YouTube channel to our attention. We are here to help. To help resolve this issue, please follow the provided steps precisely and check if it makes any difference.

1. Uninstall the channel:
- Highlight the channel, press the * button on your remote, and select "remove".

2. 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 by unplugging your TV and plugging it back in to clear any temporary cache or data-causing issues.

3. Check your internet connection:
- Ensure that your Roku device is connected to a stable internet connection.
- 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 seeking assistance from your internet service provider.

4. Reinstall the channel:
Press the home button on your Roku remote, scroll to "Store," and add the channel from there.

Note: If the issue persists with the specific channel, we highly recommend reaching out to YouTube support directly. It's worth noting that many channels and apps on Roku are managed and updated by the channel providers themselves.

Best regards,
Jharra