Channels & viewing

[fenway3]

I can see the Roku home screen and Up Next. When I select a show to play, the Apple TV+ logo appears. Then the screen goes black when the show starts. I hear the audio fine. The info at the bottom of the screen (closed caption and time played/remaining) show fine.

I can get the picture back if I unplug the Roku stick and the TV and start over, but this is annoying to do all the time.

Product is Voice Remote/RC691, Firmware version rtn.4158. Network settings show Signal Strength is good.

[RokuDanny-R]

@fenway3

Thanks for the post.

We would be more than happy to look further into this issue for you. Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to assist you further.

Thanks,
Danny

[fenway3]

Thank you for response.

See attached for report tracker with the info you requested.

So far, the issue happens only with Apple TV+, and about every other time that I start the channel. I have tested Netflix, Amazon Prime, NBC and have had no issues.

[RokuMary-F]

Hi @fenway3,

Thanks for providing the information needed! We'll go ahead and send this over to the Roku team for an investigation. We'll get back to you once we have an update available I'll be sure to let the Community know.


Best regards,
Mary