Roku XD Video Display Issue

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Roku XD Video Display Issue

Postby Mr Happy » Fri Jan 04, 2013 12:10 pm

Just wondering if anyone has any other suggestions. I get the purple screen no movie or video content, just audio when connecting my Roku XD using WiFi via HDMI to my Samsung LN-S4041D LCD tv. I called Roku support after hooking it up because all the menus, software load and everything else appears on the screen perfectly, except video content. As a matter of fact, a movie won't display the audio will play, but if you stop the movie, the screen will show the various movie chapters. Click on any chapter, screen goes back to purple and only audio works. Anyhow Roku support had me do numerous things that all were unsuccessful. They had me try: changing HDMI TV jacks, using a different HDMI cable, changing the setting display from 1080 to 720, unplugging the tv/unplugging the Roku. Finally the rep asked me to run a speed test and I was getting 10mbps download/1.5mbps upload. He said that's the cause of the purple video screen because at least 3.5 mbps UPLOAD is required for HDMI and to contact my ISP????? So I did and ended up upgraded my online service to 50mbps download/8 mbps upload ($15 more a month). Installed the new cable modem last night, ran a speed test and saw 40mbps download/6.9mbps upload. So i tried the Roku again but still get the purple video content screen and only audio. I have no available component jacks on the tv as they're used by other things so that's not an option. I asked Samsung about their HDMI jacks because it is an older LCD and the response I got was " All HDMI ports on that unit are HDCP compliant." About to go get a hammer.........
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Re: Roku XD Video Display Issue

Postby jeffrok » Fri Jan 04, 2013 12:20 pm

How old is the Roku? It sounds like you've tried everything I'd try.. If I were you I'd ask them to replace it.
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Re: Roku XD Video Display Issue

Postby kc8pql » Fri Jan 04, 2013 12:24 pm

Finally the rep asked me to run a speed test and I was getting 10mbps download/1.5mbps upload. He said that's the cause of the purple video screen because at least 3.5 mbps UPLOAD is required for HDMI...

Well, he was wrong about that. 10 down/1.5 up is more than enough.
The rest of his troubleshooting was right though. I don't know of anything else to try...
I'm assuming this happens no matter which channel you're trying to use?

Edit to add: Are you sure this TV is 1080p HD compatible? I'm not seeing anything in the manual http://www.samsung.com/us/support/owners/product/LN-S4041D# other than:

PC Resolution - 1360 X 768
Last edited by kc8pql on Fri Jan 04, 2013 12:55 pm, edited 2 times in total.
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Re: Roku XD Video Display Issue

Postby Mr Happy » Fri Jan 04, 2013 12:46 pm

The unit is brand new I only got it this past Xmas. The UPLOAD speed comment by the rep confused me but I figured maybe he knew something I didn't, :( I guess I should have known better.
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Re: Roku XD Video Display Issue

Postby RokuShawnS » Fri Jan 04, 2013 12:51 pm

Send me your CS support case number and contact information. I'll dig a bit into the case, and get back to you when I can.

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Re: Roku XD Video Display Issue

Postby jeffrok » Fri Jan 04, 2013 12:55 pm

kc8pql wrote:
Finally the rep asked me to run a speed test and I was getting 10mbps download/1.5mbps upload. He said that's the cause of the purple video screen because at least 3.5 mbps UPLOAD is required for HDMI...

Well, he was wrong about that. 10 down/1.5 up is more than enough.
The rest of his troubleshooting was right though. I don't know of anything else to try...
I'm assuming this happens no matter which channel you're trying to use?

Edit to add: Are you sure this TV is 1080p HD compatible? I'm not seeing anything in the manual other than:

PC Resolution - 1360 X 768


I'm not even sure the TV is 720P compatible.. To the OP, try setting the Roku to Widescreen only instead of 1080P or 720P.
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Re: Roku XD Video Display Issue

Postby kc8pql » Fri Jan 04, 2013 12:57 pm

^^ +1
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Re: Roku XD Video Display Issue

Postby Mr Happy » Fri Jan 04, 2013 1:06 pm

Thanks much Mr. Smith. I'm at work and will check when I get home to see if I wrote something down. I honestly don't remember him giving me any kind of Customer Service support number (I could be wrong) and I never got anything in email. He did say if improving the ISP provided download/upload speeds didn't work to just call back. I do know I called 1-888-600-7658 around 5:30 EST last Monday.

As far as the tv display possibly not being 1080p compatible I guess that's possible as it is an older Samsung LCD. But it doesn't work when I change the settings to 720 either.
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Re: Roku XD Video Display Issue

Postby kc8pql » Fri Jan 04, 2013 1:12 pm

But it doesn't work when I change the settings to 720 either.

That's why we want you to try setting the box to widescreen. There is no mention at all in the TV's manual of 720p/1080p.
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Re: Roku XD Video Display Issue

Postby TheEndless » Fri Jan 04, 2013 1:12 pm

jeffrok wrote:
kc8pql wrote:Edit to add: Are you sure this TV is 1080p HD compatible? I'm not seeing anything in the manual other than:

PC Resolution - 1360 X 768


I'm not even sure the TV is 720P compatible..

Why would you say that? 1366x768 is the standard native resolution for most 720p LCD televisions. Quite a few newer 720p televisions will also accept a 1080p signal and downconvert it, but I'd be inclined to think this one doesn't, if it doesn't mention it anywhere in the manual.
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Re: Roku XD Video Display Issue

Postby TheEndless » Fri Jan 04, 2013 1:19 pm

kc8pql wrote:
But it doesn't work when I change the settings to 720 either.

That's why we want you to try setting the box to widescreen. There is no mention at all in the TV's manual of 720p/1080p.

720p is actually mentioned a few times in the manual. Twice on page 25 and once on page 45, but they all refer to a component connection. I can't imagine HDMI wouldn't also support 720p, but I suppose it's possible.
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Re: Roku XD Video Display Issue

Postby RickRansom » Fri Jan 04, 2013 1:20 pm

Have you tried 5's tips? Looks like you did, but you didn't mention the order at which you tried first.
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Re: Roku XD Video Display Issue

Postby knuckle » Fri Jan 04, 2013 1:21 pm

Hi MrHappy

do you use another device via hdmi ? or can you hook it to another set with hdmi--trying to rule out a problem with the tv.
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Re: Roku XD Video Display Issue

Postby Mr Happy » Fri Jan 04, 2013 1:37 pm

I'll give the widescreen 16:9 and even 4:3 a shot when I get home. I did try those back on Monday when I was on the phone with the support rep but not last night with the upgraded Internet service (that i guess i'll be cancelling before the kids get use to the faster surfing speeds, lol).

I do know my digital cable box does display on the tv and I believe it says 720p on the converter box.

Again i truly appreciate everyone's quick suggestions and responses and will see what I can do when I get back home. I actually unplugged the Roku when I left for work this morning and will do the same to the tv tomight before i start "playing around" again.
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Re: Roku XD Video Display Issue

Postby jeffrok » Fri Jan 04, 2013 1:54 pm

TheEndless wrote:Why would you say that? 1366x768 is the standard native resolution for most 720p LCD televisions. Quite a few newer 720p televisions will also accept a 1080p signal and downconvert it, but I'd be inclined to think this one doesn't, if it doesn't mention it anywhere in the manual.


Sorry, you're right.. I was only going by the Amazon specs, and not what the actual resolution was. Still, trying regular 16:9 instead might help figure out if it's having a problem in 720P mode.

Another thing to try is buying a brand new HDMI cable. It's possible if the HDMI cables are as old as the TV, that they're just inferior/old standard cables (not that I'm an expert on that either).
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