Forum Discussion

jasminzvl's avatar
jasminzvl
Reel Rookie
9 months ago
Solved

Screen goes black when streaming with Netflix and Youtube only

I've done everything that was suggested. removed both apps, checked them for updates, checked my rook device for updates but nothing is working. I unplugged everything, and completely reset my roku device but nothing is working! when I get on YouTube the previews load but once I click the video it just goes black, but when I go back the previews still show. basically the same situation with Netflix. shows the preview but once I click what I want to watch it just stays in the loading screen forever. Please help 😄

app playback
  • RokuJohnB's avatar
    RokuJohnB
    9 months ago

    Hi Rwitherington1,

    Thanks for keeping us posted, and welcome to the Roku Community!

    We understand you are having a problem with the YouTube TV and Netflix channels since it was giving you a playback error message. We're happy to help. Please try the troubleshooting steps below.

    1. Remove the channel: Highlight the channel tile on your home screen and press Star 
       
       to open the Options menu. Select Remove channel and confirm.
      • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    2. Restart your Roku device by going to settings, system, power, and system restart. (If there is no power option, skip to the next step.)
    3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

    You may check out this support article here on how to resolve a channel playback issue.

     

    If after attempting the suggestions above, you are still unable to play any titles from a single channel while content from other channels plays fine, contact the channel provider's customer support team to report the issue and get help.

    We hope this helps.

    Best regards,
    John

5 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    9 months ago

    Hi, jasminzvl 

    Thanks for posting, and welcome to the Roku Community.

    We appreciate you for letting us know about the issue you have encountered with Netflix and the Youtube app on your Roku device, and we'd like to gather more information for our team to review your concern. Can you please provide the details below:

    • What specific Roku device you are having issues with?
    • When did you first encounter the issue?
    • Do you receive an error code when this issue occurs?
    • Does the issue occur only with Netflix and YouTube, or are there more channels that you've noticed to have the issues?

    With more details, our team will be able to take a closer look so we can provide assistance to resolve the issue.

    Best wishes,
    Kash

    • Rwitherington1's avatar
      Rwitherington1
      Newbie
      9 months ago

      I have the same issue with YouTube TV and Netflix. YouTube itself is fine. 
      with YouTube TV, I receive a Payback Error message and Netflix gives me a code :ui-801-p1

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        9 months ago

        Hi Rwitherington1,

        Thanks for keeping us posted, and welcome to the Roku Community!

        We understand you are having a problem with the YouTube TV and Netflix channels since it was giving you a playback error message. We're happy to help. Please try the troubleshooting steps below.

        1. Remove the channel: Highlight the channel tile on your home screen and press Star 
           
           to open the Options menu. Select Remove channel and confirm.
          • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
        2. Restart your Roku device by going to settings, system, power, and system restart. (If there is no power option, skip to the next step.)
        3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

        You may check out this support article here on how to resolve a channel playback issue.

         

        If after attempting the suggestions above, you are still unable to play any titles from a single channel while content from other channels plays fine, contact the channel provider's customer support team to report the issue and get help.

        We hope this helps.

        Best regards,
        John

    • jasminzvl's avatar
      jasminzvl
      Reel Rookie
      8 months ago

      I have a Roku ultra LT. it’s been at least 2 months now. It’s only with YouTube and netflix. It’s given me a code on Netflix like 2 times but I don’t remember it. 
      hope you can help me out, and thank you for the welcoming ☺️

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        8 months ago

        Thanks for posting here in the Roku Community, jasminzvl!

        We understand that you're encountering an issue with Netflix and YouTube while streaming, and we're here to help you sort this out so you can get back on streaming in no time. 

        Could you please tell us the exact behavior of the channels? A short video or photo of the incident would help us gain more insight into the problem. Also, what troubleshooting steps you have tried to resolve the issue?

        In the meantime, we recommend visiting this support article: How to resolve a channel playback issue.

        Please keep us posted. 

        All the best,
        Emman