Forum Discussion

Family8a's avatar
Family8a
Newbie
2 years ago
Solved

Movie not viewing correctly

New Ninja Turtles Mutant Mayhem isn’t viewing properly on paramount plus and on my Roku TV. My other tv (LG) streams it perfect

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Community users!

    We appreciate your post here regarding this issue.

    We recommend directly contacting Paramount+'s support directly and inquiring further about this issue for a fix. Since this issue occurs especially on a content on their channel, the Paramount+ support will be able to address this issue. An update or a workaround on their end will be provided. 

    We hope the best for you.

    Regards,
    Kash

10 Replies

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  • Zeiram's avatar
    Zeiram
    Newbie
    2 years ago

    This same thing is happening to me on my TCL Roku TV. Paramount Plus app Displays TMNT Mutant Mayhem with a distorted aspect ratio or possible cuts off 3/4 of the video. This only happens in this one title, on Paramount Plus on Roku TV. Works fine on Google TV in other room 

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Zeiram,

      Greetings from the Roku Community!

      We understand you're having a problem with the Roku TV. We're happy to assist, but we will need more details. Can you please provide the information that RokuERey provided above? In the meantime, you can also try these steps by unplugging the Roku TV for 3 to 5 minutes and replugging it again, then trying to see if that fixes the issue that you're seeing.

      We look forward to hearing from you soon, and we will continue to assist you further.

      Thanks,

      John

      • RLS54's avatar
        RLS54
        Channel Surfer
        2 years ago

        Hi - I'm having the same issue with the new TMNT movie on Paramount+ on my Roku TV. The picture is truncated at the top and bottom of the frame with only about 1/3 of the film displaying in the center (vertically) of the screen.

        I've tried updating the Paramount+ channel and the entire Roku TV (no updates available for either) did a system restart, and also based on this thread, tried unplugging the TV for over 5 minutes. Nothing has fixed the problem.

        To add to the confusion, if I use the Paramount+ app on my iPhone, the movie refuses to play with the following message: "Fatal Error - Sorry, but due to licensing restrictions, this video isn't available in your location (5411)." I live in Indiana.

        Finally, I also tried watching the movie directly from the Paramount Plus web site thru the MS Edge browser on my Windows 11 PC. The movie displayed correctly here, both inside the browser window and in fullscreen mode.

        What a mess...? Any idea what is going on? Thanks!

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Family8a,

    Greetings from the Roku Community!

    Thanks for reaching out about this content issue you're seeing, and we'd like to take a step here. When you say something isn't viewing correctly, do you see any glitches, or it's incorrect content?

    What troubleshooting have you tried so far? Does this issue only occur with this specific content?

    Tell us more about this so that we can further look into it.

    Thanks,

    Rey

  • Dilly3's avatar
    Dilly3
    Newbie
    2 years ago

    I'm also having the same issue. It only happens with this specific movie TMNT MM. Everything else has a normal aspect ratio. Mutant mayhem plays only about a quarter of the screen in the middle.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Community users!

      We appreciate your post here regarding this issue.

      We recommend directly contacting Paramount+'s support directly and inquiring further about this issue for a fix. Since this issue occurs especially on a content on their channel, the Paramount+ support will be able to address this issue. An update or a workaround on their end will be provided. 

      We hope the best for you.

      Regards,
      Kash

  • Numbbaby's avatar
    Numbbaby
    Newbie
    2 years ago

    Yep, same exact issue - TCL 55" Roku TV with Paramount+ with "TMNT: Mutant Mayhem"-huge crop/letterbox, tried signing in/out/unplug/settings/nothing worked. ONE TIME it actually started correctly - I THINK bc by chance Dolby Vision didn't kick in? Movie paused and reloaded and was OK, but I think DV still wasn't on.  (Can't turn DV off on either TV or app so I can't confirm.)  Went back to menu, back to this movie, same problem no matter what else.  This movie ONLY, everything else (including other DV content on Paramount app) fine.