Forum Discussion

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), ...
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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. 

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

    • rdesalvo's avatar
      rdesalvo
      Binge Watcher
      2 years ago

      There was a software update the other day to version 4175. I installed the update and the problem persists... the Roku still won't output 4K Dolby Vision HDR when selected even though it did so a few months ago. Hopefully the software update you were referring to is an upcoming one that is still being worked on.

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Thanks for clarifying, rdesalvo.

        We hear you and sincerely apologize for any inconvenience this may have caused you. 

        Rest assured that we will forward your concern to the appropriate Roku team for further review. Kindly provide us with the following details below so we can create a ticket effectively: 

        • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
        • If you can, provide us with a photo or video of it. That would be a big help to us.

        We'll be looking forward to your response!

        Kind regards,
        Carly