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BlazeyGal's avatar
BlazeyGal
Reel Rookie
3 years ago
Solved

[OS 12.0] HDCP Error with Streaming Stick 4K

Ever since my Streaming Stick 4K updated to OS 12 (build 4175-CU) I get the HDCP error when I try watching any video content. I can navigate to any of my apps like Disney+, YouTube, and Amazon Prime, but as soon as I click play on any show or clip the black screen pops up complaining about the HDCP.

I've checked all my cables, I've swapped cables, I've plugged the Roku directly into the TV, I've power cycled the TV and Roku stick a hundred times, and I've even tried to reset my Roku. Nothing works and this all started with the update. 

app playback

24 Replies

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  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator
    3 years ago

    Hi BlazeyGal, 

    Thanks for reporting to us the problem you are seeing with your Roku Streaming Stick 4K. 

    To clarify, you are powering the Roku device on the USB port of the TV. If that is the case, in some instances, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

    Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

    To help you further troubleshoot, visit our support page: Fix an HDCP error

    If you are still experiencing an issue, can you please provide us with more details? Can you please provide us with the following information:

    Regards, 
    Nimfa

    • BlazeyGal's avatar
      BlazeyGal
      Reel Rookie
      3 years ago

      Hi RokuNimfa-C 

      I'm powering the roku stick via the wall outlet. I haven't had any problems since I got this Roku Stick back in November. The only thing that changed was the update to OS 12.

      I'm just using an old View Sonic TV (2009), so it only has 1 HDMI port. As I stated in my last message I had the Roku plugged into an HDMI switch, but that gaves me an HDCP error and I tested the Roku plugged in directly into the TV, which also gives me that error. I do not have another TV to test this on.

      Is there anyway to roll back the update on my Roku? 

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        BlazeyGal 

        Thanks for following up along with the additional information. 

        I have passed along your concerns to the appropriate Roku team to investigate further. Once more information is available, we'll be sure to update this Community thread.

        We appreciate your patience and understanding as we work toward a resolution.


        Regards, 
        Nimfa

  • alpswiss's avatar
    alpswiss
    Reel Rookie
    3 years ago

    Been a ROKU user for about 6 or 7 years.

    Glitches here and there, but nothing too terrible.

    Upgraded to ROKU ULTRA this past January. Big mistake.

    Intermittent HDCP error messages OR intermittent picture freezing whenever fast-forwarding/rewinding - REGARDLESS of the app. Besides, when turning the (7-year-old) TV on, it'd ALWAYS go through a hard reboot when connected to the ROKU.

    Checked the forums, here and elsewhere, tried everything to resolve the issue once and for all: Unplugging everything, trying new HDMI cables, using other HDMI outlets, resetting the wifi connection, changing ROKU settings, changing TV settings, exercising more often. 

    Nothing.

    The only way to solve the HDCP/frozen pic issues as they happened: Unplugging ROKU for a few seconds. EACH TIME. EVERY SINGLE DAY.

    But no permanent solution.
     

    Since ROKU's latest software update - 12.0, a few days ago - things went from frustrating to infuriating.

    No matter how many times the ROKU, the TV, the fridge, the dishwasher, etc. are rebooted, unplugged, replugged, disconnected, reconnected, NOTHING HELPS. Either we get the HDCP screen of death or the pic-freeze. EVERY APP, including the ROKU TV app.

    All of which, by the way, now take literally MINUTES to load. WHEN they load. All too often, ROKU crashes when trying to open an app. And then it goes through the rebooting process that now takes about 3 times longer than before.

    Only solution? Apparently to get either an Apple or an Amazon streaming device.

    Lamentable, as when ROKU worked, it worked really well. Too bad it was so faulty from the get-go and now it's just no longer working. At all.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi alpswiss,

      Welcome to the Roku Community!

      We understand that you are getting an HDCP error message after the latest OS update and we apologized if you are having this issue.

      Can you please provide us with the following information:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
      • tracker ID when this issue occurs (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)
      • steps to reproduce the issue you are seeing

      Once we have this information, I'll be able to pass it along to our Support team who can investigate further.
       


      Best regards,
      Mary

      • alpswiss's avatar
        alpswiss
        Reel Rookie
        3 years ago

        Already submitted the ID via chat.

        Pointless at this stage, as the ROKU ULTRA has become unusable and who knows when software patch will come out.

        Next week? Next month? Next year?

  • Edward1979's avatar
    Edward1979
    Newbie
    3 years ago

    Danny, 

    • I am experiencing the same problem as I am reading in the comments and have tried all steps and 2 different HDMI cables, here is my ROKU device information
    •  
    • Model 3941RW2- ROKU Express 4K+
    • Serial # X0220013WWL5 (S0HCK293WWL5)
    • Software Versio: 12.0.0 build 4184-E4
    • GC version: 9.2.45
    • Timestamp: 2023-05-12T16:58:23Z

    Issue ID L5-189-658

    PLEASE HELP!! Paying for TV I can't watch 🥲🥲

    Thanks!

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Edward1979,

      Welcome to the Roku Community!

      Thanks for letting us know about the behavior you are seeing with your Roku device. We appreciate you providing the information and we're sorry if you are having this issue.

      We'll send this over to the Roku team for investigation. We'll get back to you once an update is available I'll be sure to let the Community know.

      We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


      Best regards,
      Mary

  • sevillegas's avatar
    sevillegas
    Channel Surfer
    3 years ago

    Hello Danny, 

    We are having the Error 020 as well and I have tried all the fixes but still get the error message. I bought a new HDM cable and it worked for one hour. Then we started getting the error message again. Here are the specs:

    Model: 3920X-Roku Premier

    TV Resolution: 1080P (automatic)

    Serial #: YH0072177132

    Device ID: K450C7177132

    Software OS/Version: 12.0.0 build 4184-91

    Issue started with a blackout about a month ago. Roku *is* connected to a power strip. 

    GC version: 9.2.113

    Any assistance will be well received! Thank you! 🙂

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi sevillegas,

      Welcome to the Roku Community!

      Thanks for the post. We understand that you are getting an HDCP error message on your Roku device and we're sorry if you are having this issue.

      In addition to the information you have provided, can you please provide the tracker ID when this issue occurs (when you see this issue arise, press the Home button 5 times, followed by the Back button 5 times)?

      We look forward to hearing from you and assisting you with your needs as we are committed to finding a solution for this issue. Thank you!


      Best regards,
      Mary

      • sevillegas's avatar
        sevillegas
        Channel Surfer
        3 years ago

        Thanks Mary, please let us know when you get a response and what we need to do. 

  • coreybryant's avatar
    coreybryant
    Channel Surfer
    3 years ago

    Recently upgraded to the Roku Ultra.  The private listening was a definite must.

    I like to listen for a bit while falling asleep.  The TV is set to a sleep timer.  I am usually on Hulu - and for some reason, it generates the HDCP errors after the TV is turned off.  It stops playing the show on #Hulu and goes back to the home screen (of Roku).  I have to turn the TV back on, reboot Roku

    If I am on the Roku channel, listening - the streaming continues somewhat once the TV is off.  I still hear all the sounds, but if I turn the TV on, it is showing HDCP errors.

    I read a few posts about disabling the 20 minute off feature of Roku, but that did not help.  The same issues still happened.

    Anyway to make Roku keep streaming with the TV off?  

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      3 years ago

      Hi coreybryant

      Thanks for posting here at the Roku Community!

      We appreciate you raising this issue with us. We're here to find you the best resolution for this.

      For further details and troubleshooting steps regarding HDCP errors, visit our Support page here: What should I do if I see a “HDCP Error Detected” message or a purple screen?

      Let us know how it goes and we'd be more than willing to continue assisting you with anything.

      All the best,
      Carly

      • coreybryant's avatar
        coreybryant
        Channel Surfer
        3 years ago

        Unfortunately I had read that page as well (apologies I did not say that in the beginning).  I was hoping that someone had found a different fix like some did on disabling the Power option on the Roku device.

        It is weird that Hulu usually generates the HDCP error a few minutes after the TV timer turns the TV off and shuts down the Hulu app.  But the Roku channel will continue audio via the private listening, just no video.

  • KyleK29's avatar
    KyleK29
    Reel Rookie
    3 years ago

    For what it's worth, I've been seeing these HDCP errors on all of my Roku devices for 5 different sets of TV's for over a year now .. including a brand new Roku 4k unit and TV.

    After *a lot* of troubleshooting, I narrowed it down to a repeatable sequence of events and how I get around the daily errors.

    - Roku's are powered by wall 

    - TV's range from 2012 model to 2023 models.

    - HDMI cords are all good. The prior suggested fixes of turning off auto-adjust have been applied.

    How I Repeat the Error:

    - With TV in an "off state", I press a button on the remote for the Roku device, this triggers the TV to wake up via HDMI.

    - I then navigate to a streaming app and begin to play a video, in about 90% of the cases, I will be presented with the HDCP error.

    - I then leave the TV on and reboot the Roku, once it comes back up, everything works for that session.

    How I Get Around It:

    - Avoid having the Roku trigger the TV. I turn the TV on, wait for it to come up, and then I use the Roku remote. It works fine in 99% of the cases this way.

    Theory:

    - I haven't read up on the HDCP handshake sequence, but I suspect it's a timing error, meaning that if the Roku triggers the TV to turn on, it can't handshake properly.