Issue Tracking Board

[RokuRiamie-D]

Hi @Wren1998,

Welcome to the Roku Community!

We understand that when you're trying to play a YouTube channel on your Roku Express, it goes to a black screen. Our Roku-appropriate team is already aware of this issue.

To further investigate this matter please provide us with the following:

• 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 (highlight the channel and press the star (*) button of your Roku remote)

We look forward to your response.

Cheers,
Riamie

[Katatawnic]

@KatinVT

I was the one who first tried the factory reset, and it worked for my device.

When I saw that another update was applied a few days ago, I was worried that the problems would start again, but they didn't.  So I came back here to see if it might have fixed your device.

I'm really sorry to hear that you're still going through this.  I was hoping that it would be solved on this update.

[Wren1998]

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!

[DSaldanaYWA]

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]

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

[renojim]

@DSaldanaYWA, someone with (I think) the same issue said changing the "Auto-adjust refresh rate" setting fixed it.

How to change the display refresh rate to match the native format of each movie, video or TV show | ...

[RokuEmmanuel-D]

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

[Jgrawe]

 Hi, this problem just became apparent last evening.  I launch youtube on my roku and acts normal,  as soon as a selection of any type is made the screen totally blacks out and no sound.  I can return to roku home and choose any other app and works fine. I've tried all suggestions remove and reinstall youtube,  restart roku, check for updates and clear cache. Youtube does work on other devices such as phone and tablet just fine. Any insight is appreciated. 

[RokuRiamie-D]

Hi @Jgrawe,

Welcome to the Roku Community!

We are glad to have you here sharing about the issue of your Youtube channel which launches then goes to black screen. We would like to coordinate this with our Roku-appropriate team.

We would like to clarify if you're referring to the YouTube TV app or the YouTube Channel. In the meantime, please provide us with the following details so we can further investigate the issue.

• 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 (highlight the channel and press the star (*) button of your Roku remote)

We look forward to your update.

Cheers,
Riamie

[Jgrawe]

Model# #3941x-RokuExpress 4k

Serial number X01600FY9UU9

device  ID SO7P216Y9UU9

Version 14.1.4  7709-CR

GC Version 12.9.26

Channel  Version  2.24

Build 236

Issue ID  U9-019-852

Is on youtube channel not youtube TV