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fatalwario's avatar
fatalwario
Channel Surfer
5 months ago
Solved

No 4K on Roku Express 4K+, only 1080p

Like the subject says, 4K playback not available, only 1080p

TV - Samsung UHD 4K TV DU7200

Roku -Roku Express 4K+

Receiver - Sony STRDH590 5.2 channel surround sound home receiver:4K HDR AV receiver with Bluetooth

Tried different HDMI cables including https://www.amazon.com/dp/B0C233RXF5?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1

Roku player is connected directly to TV, only eARC HDMI audio goes to Stereo Receiver

Tries both HDMI imputs on TV

Thanks

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

    Hi fatalwario,

    A quick update regarding your issue.

    We recommend enabling "UHD Color" in your Samsung TV's HDMI settings. To do this, use your Samsung TV remote. Afterwards, please let us know if the issue persists.

    Thanks,
    The Roku Community Team

12 Replies

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    5 months ago

    Hi fatalwario,

    Welcome to the Roku Community!

    We understand that the 4K resolution on your Roku Express 4K+ is not available. We would like to take a closer look into this.

    Please provide us with the following:

    • Photo of the TV screen from the Roku Display settings.
      Select Settings and then Display Type
    • Does this issue occur while streaming? If so, on which channel and with what content?

    In the meantime, we suggest you try restarting your device's system by following these steps: Settings > Select System > Select Power. If you do not see a Power submenu, skip to the next step > Select System restart.

    We look forward to your response.

    Cheers,
    The Roku Community Team

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        5 months ago

        Thank you for your response fatalwario.

        We are having trouble viewing the requested photo that you have sent. Please follow these steps on how to insert an image in a post.

        To insert an image in a post:

        1. Start a new post.
        2. Click Insert Image.
        3. Choose an image source location.
        4. Follow the on-screen instructions

        We hope this helps.

        Thanks,
        The Roku Community Team

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

      Great to see you here in the Roku Community, fatalwario!

      We're glad you reported this. We can help you check things out and get you up and running quickly.

      Here are a few things can check before we proceed: 

      • Compatible 4K TV with an available HDMI 2.0 input that supports HDCP 2.2
      • Roku player capable of streaming 4K
      • Good internet connection with enough bandwidth to stream 4K (up to 25 Mbps may be needed)
      • Streaming services like Netflix, Apple TV, or Disney+ with a plan that supports streaming in 4K
      • Premium High-Speed HDMI® Cable (*not needed when connecting a 4K-compatible Roku Streaming Stick® directly to a compatible TV)

      Check out this support article here for additional tips!

      Beep us up if you need more help.

      Best,
      The Roku Community Team

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        5 months ago

        Hi fatalwario,

        Thanks for providing additional details about your issue.

        We would like to coordinate this with our Roku team for review. Please provide us with the following:

        • Roku device serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
        • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

        We look forward to your response.

        Cheers,
        The Roku Community Team