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Solving playback issues

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jpierce
Reel Rookie
‎11-13-2021 05:41 AM

menu and audio works but no video

Roku 4k worked fine last night before bed....woke up this morning and when we try to stream video...espn/disney+/netflix...we get audio but no video. I have changed hdmi cords, unplugged and re plugged, don a system reboot......still no video. any ideas?

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makaiguy
Community Streaming Expert
‎11-13-2021 10:32 AM

Re: menu and audio works but no video

We're seeing repeated posts citing the same problem. Seems to be tied to an update to Roku operating software version 10.5. Roku menu path Settings > System > System update will show you your current version as well as when it was installed. While you're there you can click Check now to check for and install any recent updates.

Some people with this problem have reported success by unplugging both their tv and Roku for 30 minutes then plugging them both back in. I don't know if you really need to wait 30 minutes, but that's what has been reported.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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jpierce
Reel Rookie
‎11-13-2021 11:41 AM

Re: menu and audio works but no video

Im showing 10.0.1 with no updates available....I will unplug everything and try that. It does work fine if I bypass my surround sound receiver with built in hdmi switcher and plug directly into tv. But I have changed nothing since last night and it was working fine.

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jpierce
Reel Rookie
‎11-13-2021 12:15 PM

Re: menu and audio works but no video

Just realized I didnt say its an Express 4k

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JRD2
Newbie
‎11-18-2021 11:23 PM

Re: menu and audio works but no video

I could also use some help resolving this issue with my ROKU express 4K+. I have the ROKU device on an older 37LG710H that works fine when connected to spectrum cable or other HDMI input. With the ROKU device I can see menu, apps and select videos or TV shows but once they start playing there is no picture just sound.  This also applies to commercials.  The ROKU express 4k+ works great on a new smart TV...unfortunately that's not where I need it to work. 

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makaiguy
Community Streaming Expert
‎11-20-2021 07:04 AM

Re: menu and audio works but no video

@JRD2-

A suggestion that may or may not help with this problem.

Since you are able to see the Roku home screen and menus, try going into Settings > Display type and change the Roku to the actual resolution of your connected tv instead of a different resolution or the "auto" setting. When you get to the countdown screen click on the "yes" option to save this setting to the Roku.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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