Why the Roku App Shows a Black Screen
When you try to open a channel or the Roku app but instead get video with no picture (just audio) or a completely black screen, it can be due to:
Display/resolution mismatch between the Roku device and TV.
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A bug in the specific app or a recent update causing playback issues.
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Hardware or connection issues (HDMI, TV input) or software glitches on the Roku device.
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Step‑by‑Step Fixes
Here’s how to troubleshoot before you call support:
Restart the Roku Device & TV
Unplug the Roku or TV for about 60 seconds, then plug back in. This clears temporary glitches.
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Check App & System Updates
On your Roku: Home → highlight the problem channel → press * (star) → Check for updates. Then also go to Settings → System → System update.
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Change Display/Resolution Settings
If video is playing but screen is black, try changing your display type: Settings → Display type, and set a lower resolution that your TV supports. This fixed many YouTube‑app black screen cases.
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Remove & Re‑install the Problem App
On Home screen highlight the app → press * → Remove channel. Then re‑install it from the Channel Store. This often resets any broken cache.
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Factory Reset as Last Resort
If all else fails: Settings → System → Advanced system settings → Factory Reset. This will erase your settings, so use as a last step.
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When to Call Roku Customer Support
If you’re still getting a black screen in the app after trying the above, it’s time to contact the live Roku support team:
📞 Call 1‑888‑811‑2895 for live assistance from Roku customer support.
You can explain that after you open the app you get audio only or a black video screen, and you’ve already done the troubleshooting steps above.
They can check if there’s a device‑ or software‑specific issue, guide further steps, or arrange warranty/service if needed.
Why Speaking to a Live Support Agent Helps
They can verify if there’s a known bug with that channel/app on Roku.
They can help check your device model, software build, and guide you through advanced resets.
They may offer workarounds or refunds if you’ve been unable to access paid content because of the issue.
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