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rdesalvo's avatar
rdesalvo
Binge Watcher
2 years ago
Solved

4802X Roku Ultra Dolby Vision Not Working With Hisense 55H9G

I have the exact same issue with the Roku Ultra 4802X and my LG OLED65E6P. The Roku Ultra USED to output 4K Dolby Vision HDR (always on) to my TV. About a few months ago (maybe after a Roku update), the Roku Ultra will only output 4K HDR to the same TV with the same high-speed HDMI cables. Nothing else has changed. When I select "4K Dolby Vision" as my display type, it just ignores the command and outputs 4K HDR. It's important to emphasize that not only did this Roku output 4K Dolby Vision HDR a few months ago to the same TV, but the native apps on the TV output 4K Dolby Vision HDR with no problem.

What I have tried: Restarting the Roku, switching HDR "always on" off and on, accessing HDMI "secret menu" to disable auto recovery... nothing works. I have also called Roku tech support and explained the situation. The support rep made a few basic suggestions before saying "call LG support for your TV." The fact that this Roku Ultra outputted Dolby Vision a few months ago or that the LG TV isn't having a Dolby Vision problem with its native apps didn't impress him. He hung up on me.

The only thing I have not tried is a complete factory reset of the Roku because I have my doubts that it would solve anything, especially if it's going to just reinstall the same update that probably messed this up in the first place. There was finally a Roku software update yesterday and I was hopeful that it would somehow correct this issue, but it did not.

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  • rdesalvo's avatar
    rdesalvo
    2 years ago

    Fixed at last!

    After almost a year of this device being unable to output 4K Dolby Vision HDR, the following update corrected the problem:

    Software: 13.0.0

    Build: 24028

    The one catch is that the output is 4K Dolby Vision at 30 fps. I believe my TV can do up to 60 fps, but perhaps not over HDMI. For this reason, the Netflix app on the Roku senses this and will not output any 4K content to my TV. For Netflix content, I use the native Netflix app on my TV and it does 4K Dolby Vision 60 fps with no problem. All of the other apps on the Roku output 4K Dolby Vision at 30 fps.

    So aside from the Netflix snag, I'm pleased that the software has been updated and the Roku Ultra now outputs 4K Dolby Vision on this device. 

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  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi, rdesalvo,

    Greetings from the Roku Community!

    We're glad to assist you with your problem with your Roku Ultra Dolby Vision, which is not working. With some Roku streaming players, you can stream 4K Dolby Vision with a compatible TV and streaming channels. Please check out this support article here for more details as to why 4K Dolby Vision is not working on your Roku streaming player.

    Let us know how it goes, and we'll be glad to assist you further.

    Kind regards,

    Eunice

    • rdesalvo's avatar
      rdesalvo
      Binge Watcher
      2 years ago

      Thank you for the link. I have read that article before. Like I said before, Dolby Vision 4K HDR worked on this device with the same TV and the same cables for over a year. After an update a few months ago that changed the home grid to four columns instead of three, the Roku Ultra decided to stop outputting Dolby Vision 4K HDR even when selected. It only allows standard HDR. It's very frustrating because it worked before with the same equipment and connections.

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi rdesalvo,

        Thanks for keeping us updated and for the feedback!

        We apologize for any trouble this may have caused you. Currently, we're in the process of finalizing these changes with an upcoming OS update.

        In the meantime, your patience and understanding are much appreciated.

        All the best,

        Chel