Forum Discussion

njrichie's avatar
njrichie
Reel Rookie
3 years ago
Solved

[OS 11.5] Roku TV TCL Black Screen on display

"We have received reports that some customers with the above TV models are unable to see any display on their units following a software update. We are currently investigating and working diligentl...
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Community users!

    Thanks for posting and letting us know about this behavior you've encountered with TCL Roku TV.

    Have you tried reaching out to TCL customer support and inquiring further about the issue? Roku TV manufacturer provides support with their TV. This issue can be addressed by inquiring further and letting them know about the experience you had.

    You can contact TCL here: TCL Support or at 1-877-300-8837.

    All the best,
    Kash

AasherKhattak's avatar
AasherKhattak
Channel Surfer
3 years ago

When I went to turn on my tv on an afternoon for some reason it was playing the sound of me opening the tv and clicking around but I couldn't see what I was clicking. It has been a day now since the last time I was able to see the tv screen and looked up how to fixed the issues. I've tried unplugging the tv from the wall and also holding the reset button for 30 seconds but still have the same issue. I have even left it out overnight with it unplugged and still nothing. My Roku tv is a model: 55S423 and the rating is: 120v - 60Hz - 125W. If I could please get a follow up to this issue I would greatly appreciate it! 

  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator
    3 years ago

    Hi AasherKhattak, 

    Thanks for letting us know about the issue you are experiencing with your Roku TV. 

    We're sorry for the inconvenience this caused. Please be advised that we are aware of the problem occurring. We'd like to include your details in the report, could you provide the details requested above? 

    Keep us posted. 


    Regards, 
    Nimfa

    • AasherKhattak's avatar
      AasherKhattak
      Channel Surfer
      3 years ago

      I was just wondering if you got my re sent new message of the information you wanted if so could you please text me back if and when you see this, thank you very much and appreciate you trying to help me out.

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        AasherKhattak

        Thanks for the information. 

        I have passed along your concerns to the appropriate Roku team to investigate further. We appreciate your patience and understanding as we work toward a resolution.


        Regards, 
        Nimfa

    • Nozaeta's avatar
      Nozaeta
      Reel Rookie
      3 years ago

      Hello, is there an update to when the problem will be fixed? 

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi Nozaeta,

        Thanks for following up regarding the black screen issue affecting Roku TVs.

        At this time, we have no update to provide but rest assured once more information is available I'll be sure to update this Community thread.

        In the meantime, please help us with the additional information provided below that would be helpful for our team to look into this problem:

        • When was the last time TV was used without issue
        • When was the issue first noticed
        • Is the issue popping up when you start the TV
        • Is the issue happening during a content playback
          • If so, what streaming channel?
        • brand and model TV (this can be seen on the back of the TV)
        • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
          • date stamp when you triggered the tracker ID
        • can you see a picture on the screen with the use of a flashlight

        We look forward to your responses and gathering your details.


        Best regards,
        Mary