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RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
2 months ago
Solved

[Pending Release] Disney Plus Washed out colors on content after recent update

Hey everyone!

Status Update 5/6: Pending Release. We've identified an issue where a subset of customers on the TV platform are seeing HDR content on Disney Plus as "washed out." We have now identified a fix and are rolling out an update in the upcoming days to resolve. Your device will automatically update.

While customers are not yet solved, we're going to mark this post as solved for visibility.

This thread has been moved to Pending Release.

Thanks to everyone who flagged this!

Status Update 5/1: (Under Investigation)

We're investigating the Disney Plus HDR content that was washed out after the recent update. 

To dig a little deeper, can you share some details here?

  • What specific content is affected? Could you give us an example?

Also, please provide your device details below:

  • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
  • Tracker ID (Press Home five times, then press Back button five times)
  • App build version (Highlight the app from the Home Screen and press the Star * Button)

We appreciate your cooperation, and we'll keep you posted. Stay tuned!

Thanks,
Roku Community Team

Pending Release
  • RokuAustin's avatar
    RokuAustin
    2 months ago

    We have identified an issue impacting HDR on a small subset of TVs, and we're rolling out a fix for users in the coming days. We apologize for the inconvenience. 

    We're going to mark this post as "Solved - Pending Release" for visibility, although it will be a few days for all devices impacted to see the new update. 

95 Replies

  • Squinky's avatar
    Squinky
    Binge Watcher
    2 months ago

    Just to follow up and bump this topic: issue is still present and only observed on shows like Andor. Watching YouTube of the same parts of show on the same TV look fine, so it's something with the 4K/HDR directly from Disney+. This TV is a TCL with built-in Roku. The good example picture is on a Sony with HDMI connected Roku player. So other posters are seeing the same correlation that I am.

    • Flamz's avatar
      Flamz
      Reel Rookie
      2 months ago

      Not just Disney Plus, this affect Netflix and Prime on my Sharp LC55LBU711C

      Started about a week ago. Really bad 

      • Flamz's avatar
        Flamz
        Reel Rookie
        2 months ago

        It's shocking to me that this serious issue doesn't get fixed almost immediately by the Roku team.

         

        Clearly this problem is:

        - affecting a large portion of their customer base

        - generalized across apps, which leads to believe this is a system issue 

        - related to a recent change around tone mapping / HDR feeds

         

        Like, what's the problem? My TV equipment was basically rendered unusable, basically unwatchable 

  • Deadrocks's avatar
    Deadrocks
    Channel Surfer
    2 months ago

    RokuEmmanuel-D 


    I can confirm, download and installed update to my Roku TV this evening that seems to have fixed the issue, at least on Disney+. 

    I have not tested on the other streaming channels yet. 

  • Squinky's avatar
    Squinky
    Binge Watcher
    2 months ago

    Hello,

    As mentioned, colors on Disney+ seem to be bright/washed out on only that app and have been fine in the past.

    TCL model 65S405

    Hardware ID 7106X

    Software version 145 (checked update today)

    Tried multiple reboots including power off and reinstalled Disney+. Other Roku devices appear to not have issues but might not be updated.

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

      Thanks for flagging this here, Squinky!

      We see that the display on the Disney Plus content is washed out after an update.

      Can you send over some pictures so the team can take a look? Also, have you checked out other apps to see if they're behaving the same way?

      Tell us more!

      Roku Community Team

      • Deadrocks's avatar
        Deadrocks
        Channel Surfer
        2 months ago

        I'm having the same issue here. Menus and everything look fine, but once you load the movie or show, the colors wash out and go muted. 

        It's frustrating because my young girls love watching Disney movies.

         

        Edit: I have found this is only an issue with 4K and HDR titles. Colors display fine on HD and SD streams.

    • noob99999's avatar
      noob99999
      Streaming Star
      2 months ago

      Squinky - Hi.  It might help if you can edit the title to this thread, to include all apps that have been reported to have this issue (not just Disney+).  Or, just list this as a general Roku issue.  Why?  The keywords will bring more hits on search engines.  It took me a while to find this thread because it was titled like it was a Disney+ only problem, thread, when it's not.  Just a suggestion.  We need more people to complain.

  • JoeInMO's avatar
    JoeInMO
    Newbie
    2 months ago

    Onn model 100012587

    Hardware ID 7833X

    Serial Number YN00V6965075

    Software Version 14.5 build 5944-AT

    Tracker ID 75-178-778

    DirecTV Stream Version 4.25 build 103103

    The 4K channels are all washed out.  Same content in HD are fine. 

    • Thaddeusmaximus's avatar
      Thaddeusmaximus
      Newbie
      2 months ago

      I am having the exact same issues. All on HDR content. For the past week. Fix this. 

  • Toddnyny's avatar
    Toddnyny
    Newbie
    2 months ago

    My TCL Roku Tv 43” updated last week. Apple+ the streaming image is greyed out. Looks murky. I’ve tried all the online fixes in settings. Done a reboot. Re-installed Apple+ etc. I read in forum Roku is looking into it 👀?

  • Angelalea1's avatar
    Angelalea1
    Newbie
    2 months ago

    Luckily I have the Disney app also in my Comcast (Xfinity) account on my Roku tv. It looks so much better than the Disney app on Roku. I tried picture adjustments and nothing changed. It was as if someone had turned the bright setting as high as it would go. Movies sucked and the series weren’t any better. 

  • KtKisi's avatar
    KtKisi
    Reel Rookie
    2 months ago

    It's happening on Prime also. Max, and sometimes Netflix.  It's awful.  Watching Wheel of Time was not enjoyable because of this.  I tried everything, could not get the colors back.  

    Please fix this!

    • noob99999's avatar
      noob99999
      Streaming Star
      2 months ago

      KtKisi - As I stated earlier in the thread, this almost certainly is a Roku firmware issue, so all apps would be affected (in HDR and 4K).  It started immediately after the latest firmware upgrade.  By now, I'm sure a lot of people have been auto upgraded, and are experiencing it.

      And for anyone new to Roku bugs, it takes them forever to fix them - even widespread crippling ones like this bug.  The more people who complain, the better.  So, keep complaining, and hope new people chime in.

  • GJT0124's avatar
    GJT0124
    Reel Rookie
    2 months ago

    Top shot is Apple+ show 'the studio' on a Hisense Roku TV, the bottom shot is on a TCL Roku TV.

    It's been this was since at least this weekend, no amount of resets or modifications to setting will fix this, there is clearly a bigger issue.

    All navigation windows seem fine and correctly colored, but as soon as a video stream starts it's a washed out mess. What a disappointment. Maybe there should be some more QC before updates are pushed out