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rbraunston's avatar
rbraunston
Channel Surfer
11 months ago
Solved

Getting error HDCP 2.2 in Roku Ultra

I finally got the answer from Roku support and they said they have addressed the issue. They have replaced the chip in the device. As of today, July 22, 2024, the fix appears only on Roku’s website. There’s a new model, “Roku Ultra, model 4802R.” I don’t know how long it has been available.

There is a copy protection chip that is imbedded in the Roku that supports HDCP 2.2. The chip cannot be updated or upgraded. This chip makes the device compliant so people can't make ultra-high digital copies, "UHD." Some Ultra model numbers that end with a X such as 4800X and 4802X, have issues with error messages when attempting to play 4K UHD movies. Roku says they recognized the problem and have come out with model 4802R. I’m told by Roku support the new model resolves the issue and is currently available on their website for $99.99. The same as Amazon. They offered me a 30% discount coupon to replace my device. I’m waiting for the coupon.

I had the error message on models 4800X and 4802X. Troubleshooting I replaced my Roku Ultra, all of my HDMI 2.2 compliant cables with certified 2.2 and 2.3 fiber optic. None of this resolved the issue.

I discovered if I restart the Roku it works perfect and I can play 4K UHD. When not in use, the device falls asleep and errors again when it wakes-up. Try restarting your Roku by unplugging or select restart in the Settings menu. settings/system/power/system restart. If your Roku is under warranty, I would think you can send it to Roku for a model 4802R replacement.

app playback
  • RokuRiamie-D's avatar
    RokuRiamie-D
    3 months ago

    Hi mfisher2,

    We get that you're having an error with the Roku Ultra "HDCP 2.2 error". No worries, we're here to help.

    What to do if you see an “HDCP Error Detected”?

     

     

     

     

     

     

     

    For more details, visit this link.

    Hope this helps.

    Roku Community Team

43 Replies

  • renojim's avatar
    renojim
    Community Streaming Expert
    11 months ago

    I think you got some incorrect information.  The suffix after the 4 digit model number is either R for retail, RW for retail/Walmart, or X.  I'm fairly certain it doesn't indicate anything about the hardware itself.  I also don't think the 4802 is any different than the 4800, but I don't have both to compare.

    • Strega2's avatar
      Strega2
      Roku Guru
      11 months ago

      I agree on R/RW/X.  I believe the difference between the 4800 and 4802 is that the latter comes with the rechargeable remote.  The players themselves are said to be the same.

      But I suppose it’s possible that a manufacturer sometimes puts a new rev of a chip in a product without changing the product number. 

      I was reading on a Tesla forum that two copies of the same model, in the same year can have entirely different suspensions, so I’m sure that one 4802 could have a version 1.13 of a chip, and another could have 1.15.

      • dchdwtf's avatar
        dchdwtf
        Reel Rookie
        3 months ago

        Is this, then, the same issue that Roku constantly misled us about with our Samsung TVs and 4802s? I hate to say, "I told you so," but I said that the problem probably stemmed from a hardware issue that prevented them from fixing it. Ironically, the original thread was deleted, so I am unable to reference the lengthy post I made specifically to this effect. 30% discount isn't bad - would be nice if they offered that to everyone that posted issues with the 4802 devices...but that said, I'm not sure I'm willing to roll the dice on another Roku without some sort of guarantee... The wife is just about getting used to the Chromecast again...and my Google Streamer arrives in a couple days...For more information visit here.

  • Poe3681's avatar
    Poe3681
    Streaming Star
    9 months ago

    So is this the same issue we were having with our Samsung TVs and the 4802s that Roku kept fobbing us off with ?  I hate to say 'I told you so' but I said there was probably a hardware issue at the root of the problem, which is why they couldn't fix it. Ironically, the original thread got removed, so can't point to the long post I made to exactly this effect.

    30% discount isn't bad - would be nice if they offered that to everyone that posted issues with the 4802 devices...but that said, I'm not sure I'm willing to roll the dice on another Roku without some sort of guarantee...The wife is just about getting used to the Chromecast again...and my Google Streamer arrives in a couple days...

    • mikew_nt's avatar
      mikew_nt
      Roku Guru
      9 months ago

      Yeah, so I think the OP meant the 4850, which is here: https://www.roku.com/products/roku-ultra as Roku Ultra (2024).

      And yeah, you called it on the other thread.  They couldn't solve it, and wouldn't admit it, because it was a HW issue.

      BTW, that thread was at https://community.roku.com/t5/Solving-playback-issues/Roku-Ultra-HDCP-Errors-and-Resolution-Problems-4802-vs-4670/td-p/943243

      If folks could please hit that button up top and file a report that it was incorrectly marked as SPAM, maybe we can get all those records back.

      I reached out to Roku Support via Chat and they absolutely refused to give me an RMA for my 4802 in return for a new 4850 which fixes the HDCP error apparently.

      So, needless to say, after helping them troubleshoot for months and them doing nothing, I'm feeling really great as a customer that they won't even trade in my unit (which is still under warranty).

      Right now I'm figuring on doing a BBB complaint tomorrow and let Roku sort that out via the BBB complaints process.

      • gsargent51's avatar
        gsargent51
        Channel Surfer
        9 months ago

        I also get the HDCP error.  A restart usually will fix it, and it will last a few days before it crops up again.  I need to make note the next time it happens.

    • DoughertyPM's avatar
      DoughertyPM
      Channel Surfer
      4 months ago

      But Of course, thery release an update that fouls up existing roku units alledgedly because theyre worried about people copying shows to a dvd.  But lo and behold, they have a new product that will fix the problem their update caused for only 99.99. Im tired of being continually railroaded into buying new electronics due to planned obsolescence! We have multiple boxes of manufacturer generated electronic waste! Im done!

  • rbraunston's avatar
    rbraunston
    Channel Surfer
    4 months ago

    I'm the person that started this thread - the information I got from Roku was not correct. Please read

    I have resolved the HDCP 2.2 error for most users. I have reported the fix to Roku support. Roku said they are going to post the information so let’s see if they do. I have been testing this for the last two weeks with no 2.2 error.

    Background: I am a video and audio engineer and I’ve been getting this error for years and I’ve called Roku many times to get this issue resolved. I have replaced a new Samsung 77” OLED TV, all of my HDMI cables with 8K fiber optic, and bought a new Roku Ultra directly from Roku. They promised it would resolve the issue. It didn’t.

    If your Roku is directly connected to a TV’s eARC HDMI port, you probably don’t have the 2.2 error because the port has constant power even though your TV has been turned off. The Roku is able to acknowledge that the TV is 2.2 or 2.3 compliant.

    I have my Roku directly connected to a Denon receiver, not the TV. The Denon is connected to the TV’s HDMI eARC port. When the TV and audio components are turned off, the Roku loses direct connection to the TV. When the components are turned back on, the Roku doesn’t see the TV as it’s directly connected to the Denon and this produces the error. The Roku has to be restarted for it to reconnect to the TV. This is done by disconnecting the Roku power or selecting restart in Roku’s setting.

    Denon and Marantz receivers have a setting that will allow the Roku to constantly see the TV and stop the error. For both receivers, go to the Se-up Menu, Video, HDMI Setup, scroll to “Pass Through Source”, and select your Roku as pass-through. By doing this the Roku constantly sees the TV and stops the error.

    If you are connecting your Roku to a soundbar, game controller, or any other device that gets turned off, you are probably going to get the error. It loses connection with the TV. See if the connected devise has a pass-through setting. If you are using another AVR brand receiver, determine if it has a pass-through setting or something similar.