Thebackson wrote:Roku support wants me to talk to disney, disney points me back to roku support. It is poor customer service to put the customer in the middle of a software engineering problem that should be hashed out between the roku and disney software engineers
Thebackson This is a Disney issue not a Roku issue. That they would try to pass it back to Roku is baffling. by what you said 4k @60hz works with pretty much everything else right? that means it is working on the part of Roku and not the part of Disney. Disney makes the app not Roku and if they aren't willing to tell you they are working on it rather than trying to tell you Roku needs to fix it that speaks volumes for their support
UserOfStreamers wrote:FTR, Disney+ only supports 4K ("4K Ultra HD" content tagging) when a 4K HDR/DV Display type is detected/configured (e.g. Display type = 4K HDR 30hz TV or 4K HDR TV).
If the content tagging in the Disney+ app is showing "HD" and not "4K Ultra HD", then that indicates you have a 4K NON-HDR Display type detected/configured , and Disney+ wont output 4K (due to the lack of HDR support).
In other words, Disney+ only supports 4K output when the display is also capable of HDR (HDR10/DV). This applies to the Disney+ app on all platforms.
This is entirely a Disney policy/choice/decision (no 4K without HDR), and not an issue with Roku hardware/software.
Roku support was entirely correct in redirecting you to Disney, which apparently is unaware/untrained about their own 4K output policy.
UserOfStreamers This explains a lot. To me it says Disney doesn't understand their audience as much as they think they so, it's ridiculous
I finally got a 2nd level support person with roku support. We were able to confirm that it is not working as designed and you should be able to stream disney in 4k with a 4k tv with a hdcp 2.2 connection even if it is not a HDR tv. He was able to duplicate the issue on his side and is sending a ticket to the roku engineers to work with the disney engineers to find out what is going on. No ETR though.
My faith in roku support has been restored.
Unfortunately your praise for Roku Support is misplaced.
Roku didnt create/design/implement Disney's policy of "no 4K without HDR", and in fact the Disney+ app is working "as designed" (by Disney) to not provide 4K without HDR - Roku support personnel are apparently unaware of this Disney policy and are wasting their and your time.
Again, this Disney policy of "no 4K without HDR" for Disney+ impacts all platforms (RokuOS/Android/Android TV/WebOS/Tizen/etc), so you need to focus your efforts/energy on getting Disney to change it (its their policy).
I looked through disneys support site and could not find any mention of no 4k without hdr. Do you have a link to that ?
You are at least at the correct support site now (Disney+), but if you want them to change their "4K requires HDR" policy, you need to chat/call/give feedback.
If you had done a little research/searching, you'd see that has come up before:
https://www.reddit.com/r/DisneyPlus/comments/fq4gvr/4k_without_hdr/
"FYI, I've just got off a chat with Disney Plus support and 4K is only supported with HDR.
I was having problems getting 4K streaming to work while using an Xbox One X with a 4K PC monitor, they told me it's because the 4K stream is only a 4K HDR stream and my monitor doesn't have HDR somits defaulting to the HD stream.
Just a heads up for anyone wanting Disney Plus in 4K to make sure your TV/Monitor is 4K HDR10 60hz to avoid disappointment."
FTR, the "no 4K without HDR" policy/technical requirement/limitation has existed since Disney+ launched back in November of 2019, so good luck getting them to change it...perhaps you'll be the one.
In the meantime, you could always try manually configuring your Display type = 4K HDR TV and see what results...
