Forum Discussion

FixMacs's avatar
FixMacs
Channel Surfer
2 years ago

Roku Ultra hunting for a correct graphic screen presentation

During startup, the Samsung TV connected to a Roku Ultra has started hunting for screen resolutions. This problem did not happen prior to about a month ago. During startup, an image of a severely pixelated Roku screensaver appears for a few seconds, then the screen goes dark, then another pixelated image appears and this happens repeatedly, three or four times, then the TV screen displays the correct image resolution.  We didn't change any setting a month ago. Thanks in advance. Roku Ultra (4660, 4661, 4662 series) 

 

I think I posted this in the wrong forum. 

app playback

9 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Thank you for posting here in the Roku Community, FixMacs!

    We appreciate you bringing this to our attention and we'd be more than happy to look closely at the pixelated display you've observed on your screen. 

    In this case, have you tried plugging in your Roku Ultra to a different TV to see if this will make any difference? If not, we highly suggest it. Also, do you have any other Roku devices available? If so, does it also happen to your other devices? 

    In the meantime, we suggest unplugging your Roku Ultra for about 60 seconds and replugging it again to see if the issue will still occur.

    We'll be anticipating your response as we are eager to find you the best resolution possible. 

    Best regards,
    Carly

    • FixMacs's avatar
      FixMacs
      Channel Surfer
      2 years ago

      I have shutdown everything. TV, Roku, Router and rebooted. This condition is new, not having experienced it prior to about a month ago. I have no other TV and no other Roku devices. I am unable to perform tests swapping out such devices. This Roku-TV system works okay after several minutes of the screen going blank, coming back on with the pixelated image, going blank again, repeating three or four times, then the screen comes up with the correct image as expected and then I can use the Roku-TV as expected. This process happens during every time I start up the Roku. 

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Thank you for the added information, FixMacs.

        In this case, we will coordinate this with the relevant team for further investigation and determine the cause of this. 

        With this being said, we'd like to request for the following details:

        • Roku device model, serial number, device ID, and current OS version. (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'll be looking forward to your response!

        Best regards,
        Carly