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mdsull
Reel Rookie

Spectrum screen goes black but can still see channel list ?

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When using Spectrum app on Roku  (either ultra or stick) the screen will go black, but you can get the All Channels guide to come up. 

any ideas why ? Again only seeing on Spectrum app. 

 

 

 

1 Solution

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RokuJechealR
Community Moderator
Community Moderator

Re: Spectrum screen goes black but can still see channel list ?

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Hi Community users,

Thanks for posting in the Roku Community!

We're sorry to hear about the experience it may have caused. That's not what we aim for. In some cases, removing the affected channel and then reinstalling it helps. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (if you do not see a Power submenu, skip to the next step). System restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

If you are still unable to play videos from one channel after attempting the suggestions on the link, videos from other channels play fine. Contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.

Please keep us posted, and we'll continue assisting you from there.

All the best,

Chel

Jecheal R.
Roku Community Moderator

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16 REPLIES 16
mitewot
Reel Rookie

Re: Spectrum screen goes black but can still see channel list ?

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Same issue with me and Spectrum app. Just randomly goes black and I have to change channels to restore the connection. Charter is saying they are looking into it, but I don’t believe them. 

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RokuERey
Community Moderator
Community Moderator

Re: Spectrum screen goes black but can still see channel list ?

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Hello @mdsull @mitewot 

Greetings from the Roku Community!

We appreciate you reporting this problem with the Spectrum channel, and we can be of assistance.

Let's test whether using a mobile hotspot to access it makes a difference. However, if the issue continues, kindly return here so that we can investigate further.

Regards,

Rey

ERey.
Roku Community Moderator
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paul31
Reel Rookie

Re: Spectrum screen goes black but can still see channel list ?

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I have a Roku Ultra (wired) and a basic Roku. both have this issue. Spectrum tested signal levels. I reloaded the Spectrum app and got a new cable modem.  I am still having this problem.

 

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852741963
Binge Watcher

Re: Spectrum screen goes black but can still see channel list ?

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I have 3 TVs with Rokus and on ALL 3 with Spectrum Cable, while watching something the screen will go black.  I hit the right arrow to the channel list press enter (to go back to the same channel that went black) and everything is OK.....for a while.

This problem happens on ALL 3 TVs no matter what channel I'm watching.

Funny thing is that my other TV has a Firestick and it does NOT have this Black Screen Issue.

Reminds me of the old days when I was a cable tv manager and we could send a kill "bullet" signal to a hacked box and it would disable it.....I'm thinking it's some BS that Spectrum may be playing since they have come out with their own Roku type of box......Or is Roku trying to get me to upgrade my Box????

Hopefully a Spectrum tech will see this and respond.....

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JeromeR1
Newbie

Re: Spectrum screen goes black but can still see channel list ?

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same here. It's so annoying. And Spectrum keeps saying they are looking into it

852741963
Binge Watcher

Re: Spectrum screen goes black but can still see channel list ?

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I really do think that Spectrum is behind it.....they want you to purchase their Xumo Stream Box.

If I had the time and $ I would get a spectrum analyzer and record the system and view the data afterwards.

I guess the first thing I should do is to have at least 2 TVs on and wait for this to happen to verify it's hitting all rokus at the same time......

One annoyance I wish Roku would restore is a while ago, if you scanned through the guide up or down in channel, it would smoothly and somewhat quickly go through the channels and you could see what numbers were going by.  Now if I hit up or down it will sit there then zoom channels go by so fast you have to stop and click one by one to get to the right channel....

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RokuEuniceL
Community Moderator
Community Moderator

Re: Spectrum screen goes black but can still see channel list ?

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Hi Community Users,

Greetings from the Roku Community!

We're glad to assist you with your streaming problem with Spectrum on your Roku devices. In some cases, removing the affected channel and then reinstalling it may help. Please follow the steps below:

  1. Remove the channel: Highlight the channel tile on your home screen and press the Star (*) button to open the options menu. Select Remove channel and confirm.
  2. Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System Restart (if you do not see a Power submenu, skip to the next step).
  3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the affected channel again.

Let us know if this works for you!
Best regards,
Eunice

Eunice L.
Roku Community Moderator
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mdsull
Reel Rookie

Re: Spectrum screen goes black but can still see channel list ?

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I have the Roku ultra on Ethernet and stick is using WiFi. Both do it. 

Spectrum response is my cable modem is slow (SB6183) spec for 500 MBS and should not be a problem at 300 MBS. 
Tech also said I should reboot modem (typical IT — turn it off and on response). 

No change still goes blank intermittently

delete and reinstall app  (see IT comment above). 

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852741963
Binge Watcher

Re: Spectrum screen goes black but can still see channel list ?

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Delete and Re-Install???  That's BS!

So I have to do this on ALL 5 TVs and 3 phones?

My FireTV doesn't have this problem.....LOOKS very suspicious of Spectrum! (Unless Roku is trying to get me to buy new devices!)

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