A black screen instead of the route video almost always means the video couldn't load or play on your device. What helps depends on whether you're streaming the route or have it downloaded, so start with the section that fits.
On a streamed route
- Start pedaling and give it a moment. The video may take a few seconds to load, especially on a slower connection.
- Lower the quality. Click your profile icon in the top-left corner and open Settings > Graphics. Lower Graphics quality, and set Video quality to Auto or a lower value.
- Check your connection. See Internet connection and firewall troubleshooting. If you can, download the route instead of streaming it.
On a downloaded route
A black screen on a downloaded route usually means the download didn't finish or the video file is damaged. If the app finds a damaged file, it tells you and switches to streaming.
- Delete the download and download the route again, or stream it instead if your connection is fast enough. Your downloads are under Downloads in your profile menu. More in Download Route Videos for a Smoother Ride.
- Make sure your device has enough free space.
- Lower the graphics quality the same way as for a streamed route.
On every route
If the screen stays black on every route, the problem is most likely in how your device plays video:
- Switch video hardware acceleration. In Settings > Graphics, turn off Video hardware acceleration and try a route. If that doesn't help, turn it back on.
- Update your device to the latest operating system it supports.
- Reinstall ROUVY. Uninstall the app, restart your device, and install the latest version from your app store or from the Changelog.
If the problem doesn't go away, check that your device meets the ROUVY System Requirements. For more help, please feel free to contact us. Tell us your device and its operating system version, your ROUVY app version, and which route you tried.