Forum Discussion

GregM's avatar
GregM
Streaming Star
3 years ago
Solved

Postage Stamp Display on Ultra with Amazon Prime channel

New Remote screws up.

I have a Roku Ultra. It came with a rechargeable remote. We got tired of the noises it makes and bought a battery powered remote.

Now if we try to play something from Amazon Prime it has a little tiny picture in the upper left corner.

If we play something from another channel first, it works as it should and then we can play Amazon Prime movies, they will work fine.

I have looked through all the settings and can't find any setting which might have an effect.

Seems odd that just changing the remote would mess things up like this.

How can I fix this?

  • RokuKarla's avatar
    RokuKarla
    3 years ago

    Hello GregM

    Thanks for the post.

    In some cases, removing the affected channel and then re-installing it may help. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.

    Let us know how it goes!


    Regards,
    Karla

  • RokuKarla's avatar
    RokuKarla
    Retired Moderator
    3 years ago

    Hello GregM

    Thanks for reaching out to the Roku community!

    Can you please provide us with more information regarding the issue you are experiencing? May we ask if this happens to the Amazon channel only or all channels on your device? What are you seeing on screen?  Can you provide a screenshot of the issue you are experiencing?

    Please keep us posted and we'll continue assisting you from there.


    Regards,
    Karla

    • GregM's avatar
      GregM
      Streaming Star
      3 years ago

      The rectangular image that appears is about 1/5 of the normal image in width and height and is in the upper left corner of the screen. This appears only on the Sony TV that the Ultra is hooked to, so I can't provide a screenshot.

      This only seems to happen on Prime since we switched remotes.

      If we switch to another channel and come back the image is full sized.

      This is only happening after we bought a new remote. The Ultra is the same unit that worked without this problem using the rechargeable remote.

      What is "Player 1" ?

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello GregM

        Thanks for the post.

        In some cases, removing the affected channel and then re-installing it may help. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.

        Let us know how it goes!


        Regards,
        Karla

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

    randys

    Thanks for following up with us and providing the information requested. 

    I have forwarded your concerns to the relevant Roku team to conduct further investigation. As soon as we receive more details, we will update this Community thread accordingly.

    Your patience and understanding are greatly appreciated.


    Regards, 
    Nimfa

  • Dishington's avatar
    Dishington
    Newbie
    3 years ago

    My unit is doing it too. I have to unplug it and plug it back in to get a picture. Please stop posting BS fixes when you know the problem is in the units. Either provide a fix or replace the units.

    • bp55's avatar
      bp55
      Reel Rookie
      3 years ago

      My Roku Ultra is doing the same thing. It has been doing it for about 3 weeks now. 

      I have not changed remotes so I don't think it is related to the remote at all.

      I have a TCL Roku TV and I do not have that problem at all. So it seems to be the Roku Ultra that causes thei postage stamp picture.

      • bp55's avatar
        bp55
        Reel Rookie
        2 years ago

        I tried un-installing Prime Video using the steps suggested. No change.

        Then I turned off Power-saving and left it off for about 2 weeks. No occurrence during that period.

        Turned Power-saving back on and so far (a couple weeks now) the postage stamp has not appeared.

        What should also be noted is the software version. I can't say for sure that there was an interim update, but the version I am now running is:

        12.0.0 build 4184-C2

        on my 4800X - Roku Ultra

        I hope it is permanent fixed and that this info. will help

         

  • jlanglie's avatar
    jlanglie
    Newbie
    3 years ago

    my Roku just started doing the same thing on all channels. I have been unplugging the Roku box from power  and re plugging. Do, so works until turned off and using the next time, then i have to boot it again. I've been using Roku for years upgrading as new units come out. Roku is the only way I watch tv unless there is a power outage then I use an antenna. but if i have to reset every time i turn it on, it will be easier to switch to firestick. Hopefully you can come up with an answer soon, because seeing the responses, nothing is figured out. 

  • Ukexile's avatar
    Ukexile
    Newbie
    3 years ago

    I had same problem. I just tried updating the Prime Video app and this worked. I also have the intermittent HDCP 2.2 error but haven't worked out if there is a solution to this yet.  Maybe updating the app has also fixed this problem .... we'll see.