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

Wren1998's avatar
Wren1998
Reel Rookie
6 months ago

Hi there!

 

 

Roku Device model: 3960CA - Roku Express 

 

Serial number: X02600W6S3X9

 

Device ID: S0KE3476S3X9

 

OS version: if you mean software version (there's nothing called OS version) then it's: 14.1

 

Now the good news is that when I went to get you the tracker ID, YouTube opened and worked as expected. But if this happens again I will update with tracker ID! Giving you the other info so it's all ready to go if this happens again, or if it might be useful for investigations into the issue/prevention. 

 

 

Thank you!

RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
6 months ago

Thanks for getting back to us, Wren1998!

I have already forwarded your device details to the appropriate Roku team for further investigation. Rest assured that we'll keep you posted on any progress on this issue. 

We're grateful for your participation and cooperation on this matter. We really appreciate it. 

Stay tuned for more updates.

Best,
Emman