Forum Discussion

RokuMaryEF's avatar
RokuMaryEF
Community Moderator
6 months ago
Solved

[Under investigation] YouTube Playback Issue - Black Screen

Hey everyone, We're seeing reports of the YouTube app going black during playback. We're on it and working with YouTube to get a fix. If you're seeing this, help us out! Please provide: Roku ...
Under Investigation
  • RokuMaryEF's avatar
    RokuMaryEF
    4 months ago

    Hey everyone,

    We know some of you are running into an issue with the YouTube app – it’s going black during playback.

    Status update (2/27): We're investigating this and working on a fix with our channel partner.

    If you're having this issue, could you help us out by providing the following details?

    • Your Roku device info (DID and OS build) – found in Settings > System > About
    • Your Tracker ID (press Home 5 times, then Back 5 times)
    • The YouTube app version (Open the YouTube app > Settings > App Version; send us a screenshot)
    • Exact behavior & when it happens (Does it happen during playback or when an ad starts?)
    • Is this happening on other apps like Netflix or Prime?
    • Is there any way to recover or fix the issue on your own?
    • Does this happen when an ad starts or at another time?

    Note: We'll mark this post as solved for visibility and as a reference for other users.

    Your info will help us get this sorted!

    Thanks,
    The Roku Community Team

DSaldanaYWA's avatar
DSaldanaYWA
Reel Rookie
6 months ago

I have had this issue on multiple Roku devices where I have the YouTube app open for just a few seconds until the screen goes black, almost as if the screen is timing out while I’m watching videos. YouTube is the only app I have this issue with. What settings do I need to have on my TV for optimal performance? Is there anything I can do within the app or with my Roku? This is EXTREMELY FRUSTRATING. I just bought a brand new Roku Ultra and this is STILL an issue. I just want to watch my videos!

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    6 months ago

    Hi, DSaldanaYWA 

    Welcome to the Roku Community.

    We understand your concern with the issue you've encountered with the YouTube app that goes to a black screen after streaming for a while, and our team would like to gather more information so we can assist you further. 

    To assist us in reviewing this issue, can you please provide the details below:

    • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
    • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
    • Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).
    • Picture referring to the issue.

    Once our team gathers the information, we'll be able to assist you further.

    Keep us posted.

    Thanks,
    Kash

     

    • DSaldanaYWA's avatar
      DSaldanaYWA
      Reel Rookie
      6 months ago

      Hello! My information is as follows

      Device Model: 4850X- Ultra

      Serial Number: X028005CPXFD

      Device ID: S0VS347CPXFD

      OS Version: 14.0.4

      Tracker ID: FD-020-575

      Channel: Version 2.24 build 229

      • RokuJharra-Q's avatar
        RokuJharra-Q
        Retired Moderator
        6 months ago

        Hey DSaldanaYWA, thanks for the info!

        To help us further, could you also try recording a short video of the issue happening?

        We appreciate your patience while we look into this.

        Thanks,
        Roku Community Team

    • DSaldanaYWA's avatar
      DSaldanaYWA
      Reel Rookie
      6 months ago

      Hey, renojim this unfortunately didn’t work. I appreciate your time though!