Forum Discussion

mcolato's avatar
mcolato
Channel Surfer
6 years ago

HDCP Error with Roku Soundbar

Within the second day of installing the Roku soundbar we started getting the HDCP Error message. I followed the instructions to properly install the soundbar. I used all the cables that came with the soundbar. I followed the steps to fix the issue, but only seems to be a temporary fix, because the error message will return a few days later. I just recently changed the HDMI cable to one that I previously had. Seemed to be working fine and then the error message came up again. This never happened with any of our previous Roku devices, which were Roku Premier devices. Is anybody experiencing this issue with their Soundbar. I am on the verge of returning it. 

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Audio
Audio Setup
Audio Support
Playback issue
Roku Smart Soundbar
Setup
Video
  • RokuTannerD's avatar
    RokuTannerD
    Retired Moderator
    6 years ago

    mcolato  Thanks for reaching out to let us know about the issue you're running into. I'd like to help gather some additional information to help investigate here: 

    - Have you tried connecting the Soundbar to a different HDMI port on your TV? 

    - When exactly does the error appear? Is it while you're playing content, when a commercial plays, when you are navigating inside a channel or on the Roku home screen? 

    - If this happens during playback, what streaming channel are you watching when you observe this error on screen? Could you provide an example content title (movie/TV show) as well?

    - What brand & specific model number is the TV that your Soundbar is connected to? 

    With more information, I'd be happy to continue looking into this with you, and seeing what other troubleshooting we can provide. 

     

    Thanks,

    Tanner

     

    • mcolato's avatar
      mcolato
      Channel Surfer
      6 years ago
      I have submitted a ticket that has all that info. I’m not sure if you are able to pull that up. Ticket #2979482
      • RokuTannerD's avatar
        RokuTannerD
        Retired Moderator
        6 years ago
        I can confer with my team and take a look. Feel free to send me a private message and paste the details as well, if possible.

        I'll follow up from there to continue assisting you.


        Thanks,
        Tanner
    • Agonystes's avatar
      Agonystes
      Reel Rookie
      5 years ago

      So Roku have you guys created a patch or anything? We recently bought a Roku soundbar and when used with any Samsung TV it has the HCCP error over and over and over. I tried to watch an episode of Bob's burgers on Hulu and it literally happened twenty times. That almost once a minute. Pretty unacceptable compared to product quality of the past.

      • MisterRiddle's avatar
        MisterRiddle
        Reel Rookie
        5 years ago

        I have the same problem with my ONN branded ROKU soundbar.  The issue happens in a few situations:  1.  when the TV is turned off and then back on  2. The TV source is changed from ROKU to antenna and then back.  The issue appears to be that once the Roku has established that HDCP is active and lets you play content, when you break that connection (either turning off the TV or changing source on the TV so you're not streaming via the ROKU and just using it for sound), when you switch BACK to the ROKU and a protected content source which then requires HDCP, the Roku does not check to see if HDCP is active again and the only way to get it to establish it is active is to "restart" the ROKU (which then must check if HDCP is present).  My old ROKU (not a soundbar) streaming to my TV was always fine via HDMI to the same TV and I never had to restart.  My family just restarts via the menu, or one of my kids quickly unplugs and plugs the HDMI back in (no need to power anything back off or on, the physical break/make of the connection seems to result in an autodetection of HDCP).   It's extremely annoying.  Why doesn't the ROKU check for HDCP anytime the TV is turned on or any time the remote is used to activate the menu after being idle?

    • blah876's avatar
      blah876
      Newbie
      3 years ago

      I am having same problems! help me too. idk how to message you .

  • RichardHunker's avatar
    RichardHunker
    Newbie
    5 years ago

    It seems that everybody has the same problem error code 20 on the roku sound bar have done everything suggested and even had support ship me a replacement but the replacement does the same thing intermittent but I'm getting tired of pulling my TV out to unplug the HDMI's and power cables.   You would think a common problem like this Roko could find a solution.

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      5 years ago

      RichardHunker 

      Thanks for the post.

      Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to pass along your concerns to our Support team.

       

      Thanks,
      Danny

      • PatD894's avatar
        PatD894
        Newbie
        5 years ago

        I have had the same issue as well.  About every 4th or 5th time I turn on my television (a Samsung Series 6, model 6200), I get the HDCP Error screen.  I follow the steps provided and then the TV/Roku Soundbar work fine - but just for a few days until the error message pops up again.  I shouldn't have to keep doing this every few times I turn on the TV.  I called Samsung, Roku, and my internet provider - no one has been able to provide a solution.   I updated my cables, but no change.  I do have to connect the Roku Soundbar to my TV using both HDMI and optical digital audio cables, but theoretically, according to what I've read, that shouldn't make a difference.

  • smcgrail70's avatar
    smcgrail70
    Newbie
    5 years ago

    Is there an actual fix for this yet? This began as a minor annoyance that would only happen to me during commercials, but the issue has gotten much worse over the last month. Troubleshooting steps in error do not work.

      • MisterRiddle's avatar
        MisterRiddle
        Reel Rookie
        5 years ago

        Danny,

        I don't want to sound condescending, but I imagine everyone posting in this thread has already seen your recommendation provided by the support page back in June of last year and tried it IT DOES NOT WORK long term.  It will fix the issue once, and then when you turn the TV off and back on or change sources and go back to the HDMI input the Roku is on, it does NOT reestablish/reauthenticate the HDCP connection.

        When does the ROKU authenticate HDCP?  Is it when the Roku is powered on? Is there ANY OTHER TIME when the Roku re-establishes HDCP?

        Here's the summary:

        TV set to Roku input.  Roku restarted.  HDCP works.

        Change TV input to antenna or other HDMI.  Roku still on as soundbar so RECEIVING AUDIO OVER HDMI from other source (antenna or DVD or whatever).  Go back to Roku HDMI as input.  HDCP does not work.  Restart Roku via menu on Roku, HDCP works.  (hence cable and connection is NOT the issue nor is TV)  Roku is the device delivering the protected content, it is the issue.

        TV set to Roku input.  Roku on.  HDCP works.  TV turned off while still set to Roku input. Roku goes to idle or whatever happens after no input or use for a while.  TV turned back ON.  HDCP does not work.

        The issue is whenever going BACK to the Roku video stream as an input, the HDCP authentication DOES NOT get re-established after at some point the authentication was done and worked (the authentication probably drops out when TV is turned off or source is changed at TV to other HDMI and now the TV is using the ARC functionality to send audio back to the Roku soundbar).