Features, settings & updates

Help configuring Roku device settings, using Roku OS features such as screen mirroring, adjusting display type and audio settings, using Guest Mode, and assistance with software updates.
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Blevins2000
Level 7

OS 10.5 appears to be causing an issue with my TV

My Roku Streaming Stick + (Model 3810X) was updated to OS 10.5 and appears to be causing issues with my tv. When launching apps, such as Netflix, my TVs backlight shuts off completely but I can still see the picture (barely) and hear audio. Manually adjusting my TV’s backlight settings will not turn it back on. However, restarting my TV seems to fix the issue - until the backlight shuts off again. The issue seems to be intermittent but it’s still very annoying. My TV is an older Insignia (Model NS-39D400NA14). Has anyone else been having this issue?

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3 REPLIES 3
Strega
Level 17

Re: OS 10.5 appears to be causing an issue with my TV

I'm not aware of an HDMI CEC command to shut off a backlight, so I'll just take a wild shot in the dark:  By any chance are you powering the Roku via a USB port on the TV?

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Blevins2000
Level 7

Re: OS 10.5 appears to be causing an issue with my TV

My Roku was powered by the TV’s USB port. However, I switched to a USB wall adapter. Still having the same problem though. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: OS 10.5 appears to be causing an issue with my TV

@Blevins2000

Thanks for the post.

For troubleshooting purposes, have you tried connecting the Roku device to another TV to see if you are experiencing the same issue?

If you are unable to resolve the issue, 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

-image of the issue you are seeing

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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