Forum Discussion

sevillegas's avatar
sevillegas
Channel Surfer
3 years ago
Solved

Error 020 after doing all the right things

Hi, we have had the error message 020 for a while now. I did all the things suggested to solve it. We finally bought a new Roku Express, and we are STILL getting the message. Sometimes it plays well, sometimes we get the error message. More often than not we get the message. Today was the most recent issue. Here are the specs:

Model: 3930X-Roku Express

Serial num.: X00400DSJ3XM (S008325SJ3XM)

Software version: 12.0.0 build 4184-AE

GC Version: 9.3.516

Time stamp: 2023-06-14 13:08:48Z

Issue ID: XM-236-948

Please help us resolve this! It has been going on for months now. 

Thank you!

  • Hi! sevillegas,

    Thanks for reaching out to the Roku Community!

    Regarding the error message 020, it is an HDCP error. We're pleased to assist.

    What do you do if you see "HDCP Error Detected" on your Roku player?
    If you see the "HDCP Error Detected" message or purple screen when you are explicitly trying to stream 4K UHD or HDR content on your Roku player, you should review the instructions and requirements for:

    Setting up your player for 4K UHD
    Setting up your player for HDR
    If you see either error screen when attempting to watch content on your Roku player, follow the following steps to help resolve the issue.

    1. Unplug each end of the HDMI cable on your Roku player and TV.
    2. Power off your TV and unplug its power cord.
    3. Remove the power cord from your Roku player.
    4. Reconnect both HDMI cable's ends, ensuring each connector is attached firmly and securely.
    5. Reconnect the power cord to your TV and your Roku player, and wait for both devices to power on
    6. Try viewing the content again.

    If the issue continues after attempting the instructions above, try the additional suggestions below.

    1. Try a different HDMI input on your TV.
    2. If possible, try using a different HDMI cable (less than 6 feet long) to ensure the cable you currently use is free of defects.
    3. Your Roku player will be switched directly to your TV using an HDMI switch.
      Note: Not all HDMI switches support HDCP. Check your device, review online documentation, or contact the manufacturer.
    4. Try another TV that supports HDCP, if possible.
    5. If you use a computer monitor, try a TV that supports HDCP, if possible.
    6. Try using different display settings on your Roku player. These settings are under Settings > Display type.
    7. If you see the "HDCP Error Detected" message or purple screen for the first time after setting up your Roku player, ensure your TV  supports HDCP. 

    For additional troubleshooting steps, check out this article: How to Fix HDCP Error.

    Please keep us posted on what you find out. We will be more than happy to continue assisting you. We look forward to hearing from you.

    Thanks,
    Arjiemar

18 Replies

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator

    Hi! sevillegas,

    Thanks for reaching out to the Roku Community!

    Regarding the error message 020, it is an HDCP error. We're pleased to assist.

    What do you do if you see "HDCP Error Detected" on your Roku player?
    If you see the "HDCP Error Detected" message or purple screen when you are explicitly trying to stream 4K UHD or HDR content on your Roku player, you should review the instructions and requirements for:

    Setting up your player for 4K UHD
    Setting up your player for HDR
    If you see either error screen when attempting to watch content on your Roku player, follow the following steps to help resolve the issue.

    1. Unplug each end of the HDMI cable on your Roku player and TV.
    2. Power off your TV and unplug its power cord.
    3. Remove the power cord from your Roku player.
    4. Reconnect both HDMI cable's ends, ensuring each connector is attached firmly and securely.
    5. Reconnect the power cord to your TV and your Roku player, and wait for both devices to power on
    6. Try viewing the content again.

    If the issue continues after attempting the instructions above, try the additional suggestions below.

    1. Try a different HDMI input on your TV.
    2. If possible, try using a different HDMI cable (less than 6 feet long) to ensure the cable you currently use is free of defects.
    3. Your Roku player will be switched directly to your TV using an HDMI switch.
      Note: Not all HDMI switches support HDCP. Check your device, review online documentation, or contact the manufacturer.
    4. Try another TV that supports HDCP, if possible.
    5. If you use a computer monitor, try a TV that supports HDCP, if possible.
    6. Try using different display settings on your Roku player. These settings are under Settings > Display type.
    7. If you see the "HDCP Error Detected" message or purple screen for the first time after setting up your Roku player, ensure your TV  supports HDCP. 

    For additional troubleshooting steps, check out this article: How to Fix HDCP Error.

    Please keep us posted on what you find out. We will be more than happy to continue assisting you. We look forward to hearing from you.

    Thanks,
    Arjiemar

    • Spiritriver's avatar
      Spiritriver
      Streaming Star

      After the update of 10-19-23, I started getting lots of 020 errors, after not having them for about a year.  This Roku Ultra was a replacement, sent to me after Roku figured out that the multiple 020 errors my previous device was giving were caused by a defective device.  I'm pretty convinced that the software update is the source of the problem.  

      Despite that, I went through the placebo process of unplugging and replugging HDMI cables and power a few times, and it made no difference, as the 020 errors persist.  Older Rokus that were also 4k, had none of these 020 problems, even when playing HDCP content, hence I think the engineers have installed a weakness in the newer devices and/or software.  

      I'd like Roku staff to explain why perfectly fine HDMI cables, even those provided by Roku function flawlessly on non-Roku devices, but with the latest Roku Ultra, the HDMI connections have apparently become ridiculously unreliable.  I don't buy it!  A Fire Cube has the same specs and works fine with the same cables.  

      Something you folks should give some thought to is that all this cable plugging and unplugging is a major pain in the ass to anyone who has their devices in an entertainment center.  I have to roll up the carpet, pull the cabinet out, then get on my hands and knees with a flashlight and grope around for the connections, as the cabinet has a back with minimal access to the back of the components.  

      HDMI cables have been reliably connecting devices for many years, and last for many years without being disturbed.  If no one else in the Universe has to **bleep** their HDMI connections to keep their equipment working, why is it necessary in order to keep a Roku Ultra working?  

      You might as well face it guys/gals, if other manufacturers can make streaming devices work without all the 020 (HDCP error) hassle, maybe it's time to stop blaming non-defective cables and address the issue once and for all. 

       

      • RokuCarly's avatar
        RokuCarly
        Community Moderator

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

        Firstly, we sincerely apologize for any trouble and inconvenience this may have caused you. 

        It seems like you have exhausted all the troubleshooting steps possible regarding the HDCP Error Detected in your Roku Ultra. We would like to know if this happens across all apps on your device or if this usually happens on a specific one. 

        Additionally, you mentioned that your Roku Ultra's HDMI cable is unreliable. Could you tell us more about it? 

        We'll be anticipating your response as we would be more than willing to find you the best resolution or answer your concerns. 

        Best regards,
        Carly

    • 48-52's avatar
      48-52
      Reel Rookie

      OK, but I don’t hook to an hdmi cable- the stick is part of the connection.  I have performed everything as directed and am still getting the error.  Now what? Time to buy a new one I suppose?

      • Spiritriver's avatar
        Spiritriver
        Streaming Star

        Although I rarely use a streaming stick, the same thing's happened to me while using it.  I have a Roku Ultra I use most of the time.  If it's connected per Roku's instructions through and AV receiver, I get an error 020 every hour or two.  My work around has been to plug it directly into the TV, then run RCA cables back from the TV to the AV receiver.  Now, instead of getting an error message, I hear a click, then sound interruption for a second or so, then it resumes working "normally."  The interruption occurs at virtually the same frequency as the previous error message, but I don't lose the picture any more.  

        Keyword the error in Microsoft Edge and it shows "About 1,450,000 results," so you aren't alone in having the problem persist after doing all the right things.  

        Maybe Roku is relying on their customers thinking it's an isolated occurrence, or in some way the customer's fault.  Based on search results, the problem has been around since at least 2020, which suggests to me that despite virtually all other brands of streaming devices being able to function flawlessly, Roku absolutely cannot resolve the problem with their own device.  

    • rlamport's avatar
      rlamport
      Newbie

      What if I can’t unplug the cables without removing the TV (8 feet) from the wall? 

      • Spiritriver's avatar
        Spiritriver
        Streaming Star

        I don't think Roku factors such issues into their proposed solutions.  It's unfortunate that this problem is still manifesting after all this time.  I gave up trying to get a solution from Roku.  I came up with a workaround, by connecting the device directly into the TV, but that means the AV receiver is offline unless the sound signal is transferred to it via RCA cables from the TV's headphone jack.  The AV receiver is HDCP 2.2 compliant, so this absurd workaround shouldn't be necessary.  Even with this arrangement, the Roku glitches, interrupting the sound signal for a second or two, every half hour or so, which roughly corresponds to the number of error messages I was getting before bypassing the AV receiver.  Therefore, I'm convinced that if I again connected the devices CORRECTLY, I'd be getting the errors about every half hour.  

        What may be even more bizarre is getting the error message on my streaming stick, which of course doesn't involve the use of HDMI cables.  I just quit using it.  

  • shscpa46's avatar
    shscpa46
    Channel Surfer

    been through everything:

    reconnecting everything as specified by black screen of death

    new model of roku ultra

    setting specs re: auto detect, refresh rate

    changing from wired to wi-fi

    etc, etc

    NOTHING WORKED

    here FINALLY (and strangely) is the answer!

    the HDMI cable that roku sent with the box is the problem!

    (and EVERYBODY used this cable to hook up the box, right?)

    it's TOO LONG - 5.5 feet (strangely... can't explain why it's a problem)

    but if you replace that cable with high quality THREE foot (or shorter) long HDMI cable....

    THE PROBLEM GOES AWAY!!!!

    (this solution not original to me... saw it elsewhere... but apparently people missed)

    • Jakervik's avatar
      Jakervik
      Reel Rookie

      This has started recently for me, daily, again, after several months of going away.

      My theory now is Roku does it on purpose when sales are slow. Because most of the solutions only work temporarily, people get frustrated and some go buy a new Roku device.

      Gotta love throwaway capitalism. I really wouldn't mind buying a new box every five years or so. But, like with cell phones, they now want to find ways to force you to buy a new product every 2-3 years even though the newer products are only marginally better. Because profit for the rich. At the expense of the consumers and our planet. Such a crock

    • Spiritriver's avatar
      Spiritriver
      Streaming Star

      Sadly, I'd have to destroy my entire AV setup in order to use such a short cable.  It still begs the question, why does every other streaming device work with any length of cable?  Also, why does the error appear on my streaming stick that doesn't use a cable at all?  

      Maybe SOME devices will work with an embarrassingly "short one," but that's not an ideal solution.  

      • Rokusermx's avatar
        Rokusermx
        Reel Rookie

        Following on Channel surfer solution on short HDMI cable to solve this problem, and looking for a short good quality cable, I found out there are optic fiber HDMI cable, which are on one end "source" and the other "display" so I'm trying this type of cable and maybe you don't have to distroy your AV setup, I'll get the mentioned cable and revert, trying a 6 ft long cable and hopefully this will solve in a better way the short cable issue. Cheers

  • I just requested 3 different lenghts fiber optics cables, 3 and 6 ft, through Amazon, so hopefully I'll get them soon, as soon I test both lenghts I'll revert with the results, have a good weekend.

    • Jakervik's avatar
      Jakervik
      Reel Rookie

      Good luck. HDMI signals don't usually degrade unless the cable is 10 feet or more. I've changed cables twice with no impact.

      Recently, my recurring errors have stopped again. Goes in streaks for a few days or weeks, and then goes back to normal for weeks or months