Forum Discussion

rhart3888's avatar
rhart3888
Channel Surfer
2 years ago
Solved

TCL Roku TV Goes Dark after QR Code

My TCL Roku TV plays fine until an ad comes in with a QR code, on YouTube. When I go back to the video, the picture is black, but the audio is on. I have removed it, restarted the system, then reinst...
  • RokuJohnB's avatar
    RokuJohnB
    2 years ago

    We appreciate the information that you have provided to us, rhart3888!

    After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

    Please let us know if there's anything else we can help you with.

    Kind regards,
    John

RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi rhart3888,

Thank you for posting here in the Roku Community!

We want to further investigate this problem thoroughly. Could you send us a video clip of your problem? May we know what the software version of your Roku TV is by going to settings, system, and about?

With detailed information, we will be able to assist you further.

Regards,
John

rhart3888's avatar
rhart3888
Channel Surfer
2 years ago

I have attached a photo of the TV information you need. I only have the problem on YouTube, after an advertisement with a QR code on it. Not all of them, but quite a number. Haystack, I lose the video every time the picture gets bigger or smaller when paging thru the stories. It happens right in the middle of the video and is really irritating. If I just let it play, it's fine. Just can't pick and choose.

 

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi rhart3888,

    Thanks for keeping us posted!

    We appreciate the information that you have provided to us, but we would like to get more details regarding this issue that you're experiencing. Is this happening on all contents and channels, or is this isolated only to two channels?

    We'll wait for your response.

    Thanks,
    John

    • rhart3888's avatar
      rhart3888
      Channel Surfer
      2 years ago

      I've only noticed it happening on YouTube and Haystack News. On YouTube, it always happens after an ad comes on that has a QR code to the side. Sometimes, it doesn't happen if I catch it before the QR code comes on. The only way I can get the video back where I was in the video is to go to history and restart it there. If it happens while I'm watching something in my history, I just have to start it all over again.

       

      Haystack News, it happens when the video either goes from the smaller video watched while scrolling to the full screen, or from full screen to the smaller video when starting to scroll. If I don't scroll it and just let the videos go to the next, it's ok. 

      I watch other channels with ads and no problems. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        We appreciate the information that you have provided to us, rhart3888!

        After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

        Please let us know if there's anything else we can help you with.

        Kind regards,
        John