Forum Discussion

ArcadePizza's avatar
ArcadePizza
Binge Watcher
3 years ago

[OS 12.0] Recent update broke Game Mode on Roku TV

It seems like a recent update has broken game mode, I have tried multiple HDMI cables and four different consoles including an Xbox One, PS3, PS4 and PS5, this issue is present with all of them. When game mode is enabled there is constant visual stuttering which is pretty aggressive, but audio doesn’t stutter or cut out at all. The only solution is to disable game mode. Please fix.

TV model is Sanyo FE40R49FC

Hardware ID is 8638X

Software version is 12.0.0 build 4181-AK

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

    Greetings ArcadePizza 

    Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing with Game Mode after updating to the latest OS.

    Please be aware that I have passed along your concerns and information to the appropriate Roku team to look into further. Once more information is available, I'll be sure to update this Community thread.

    In the meantime, can you please provide us with a video of the issue you are experiencing so we can better understand the issue?

    Your patience and understanding in the meantime is much appreciated.


    Thanks,
    Danny

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi CtrlAltDelv,

      Welcome to the Roku Community!

      We understand that you are facing an issue with the Game Mode isn't working properly with your Roku TV. 

      Please be advised that we are currently aware and our engineering team has been investigating this issue closely.

      In the meantime, please help us with additional details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:

      • Roku serial number and device ID (these can all be found in Settings > System > About)
      • tracker ID when this issue occurs (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)
      • steps to reproduce the issue you are seeing

      We look forward to your responses and gathering your details.


      Best regards,
      Mary

      • CtrlAltDelv's avatar
        CtrlAltDelv
        Reel Rookie
        3 years ago
        • Issue ID: 53-187-641
        • Timestamp: 2023-05-11T07:21:10Z
        • Device: YK00VW235053 (JAA93V235053)

        This occurs whenever I'm using the HDMI port (playing Xbox) with Game Mode enabled (TV settings, Picture settings, Advanced settings, Game mode, On).

        Every ten seconds or so, the image seems to judder, stutter, or lag, replaying and dropping several frames. The video isn't smooth.

        I first noticed this issue around April 29. This setup has always worked fine before that.

        Please let me know if this information is sufficient. Thanks!

  • Caden3ds's avatar
    Caden3ds
    Reel Rookie
    2 years ago

    I have a 32S325 on 12.0. Whenever I try to play something with game mode on, there is a stutter every few seconds. With game mode off, there is input delay. This makes games pretty much unplayable. I got no help from TCL or Roku but I might as well post here.

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi CtrlAltDelv ArcadePizza,

    We appreciate your patience and understanding regarding what you are experiencing.

    The team is hard at work investigating the issue and we would like to request additional information in order to resolve this issue.

    Can you please provide a specific game title in that you experienced this issue?

    We look forward to your responses and gathering your details.


    Best regards,
    Mary

    • CtrlAltDelv's avatar
      CtrlAltDelv
      Reel Rookie
      3 years ago

      This occurs no matter what content is displayed from the Xbox. All games, video streaming apps, and in its dashboard. Whenever the TV’s game mode is enabled.

      I assume it would be the same for any other HDMI device, as ArcadePizza experienced.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi LilAj24,

    Thanks for posting in the Roku Community!

    Please be aware that our appropriate Roku team is currently working on this issue in the game mode. In the meantime, can you please provide the following information so we can pass it along to the appropriate Roku team?

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • Tracker ID when this issue occurs (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)
    • Could you send us a video of your running issue?
    • Steps to reproduce the issue you are seeing

    Once we have the information, we will make sure that we will update this community thread. We appreciate your patience and understanding.

    Best regards,

    John

    • Grefox's avatar
      Grefox
      Reel Rookie
      2 years ago

      Any updates?

      I'd like to add a few things to my previous comment. 

      I've noticed that different video sources have different timings between "skips" or glitches. For example, when you hook up a GameCube with HD adaptor to the HDMI port, the skips happen more frequently than the video source I was testing. TO BE CLEAR - I have tested ALL video sources on another TV and NONE of them skip - this is ONLY happening on this TV. The skips seems to be around 4 seconds apart with this source, instead of 10. I've also noticed there there's a sort of rolling effect. It looks like a screen tear between the skip and the most up to date frames, if that makes sense. It is absolutely ugly and distracting and I cannot believe there still isn't a fix for this. 

      Please resolve this. 

    • Jasin_Deamn's avatar
      Jasin_Deamn
      Newbie
      2 years ago

      I'm having the exact same issue, we just got a 40' Hisense Roku tv and while I was playing my switch I quickly noticed an unbearable constant stutter happening with game mode on every 10 seconds or so. If you turn game mode off, it fixes said stutter, but then the input lag is so bad it makes games practically unplayable, and I want to put in advance that I don't see a point on giving the exact tv information like the ID and whatnot when clearly many people have been having this issue.

      There's something wrong with the software, my old Roku didn't do this and nobody was having this issue until the recent update, so clearly theres something on your end that needs fixing. Please do remedy this situation asap, otherwise I'm going to have to move on from roku seeing as I can't even enjoy playing games on it anymore.

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Thanks for sharing the experience you have with this concern. Jasin_Deamn.

        Please be informed that there's an ongoing investigation into this issue. Being said, please provide us with the following details:

        • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

        Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

        Sincerely,
        Janadee

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Grefox,

    Thanks for getting back to us and for sharing additional insight about this.

    Sincerely, our apologies for the delay in providing a solution to this issue. We have already brought this to the attention of the appropriate Roku team.

    We are keeping our fingers crossed that this matter will be settled very soon.

    Thanks for your understanding!

    Best regards,

    Rey

    • CaptA_Lo's avatar
      CaptA_Lo
      Newbie
      2 years ago

      This is the first time this has happened to me. But my Tv keep saying no signal. What is going on? Reading these comments and the issue hasn’t been fixed yet???

  • AshtonmK1's avatar
    AshtonmK1
    Newbie
    2 years ago

    Just bought a new Roku TV last night and tried playing my Xbox and the issue was there, video games are unplayable on these tvs with and without game mode. Keep in mind this is six months after people were posting it and as far as I can see there is not going to be a fix to this.

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi AshtonmK1,

      Thanks for sharing the experience you have had with this issue.

      May we know your device' running OS? Also, would you mind providing us with the details our team needs to investigate this? We're sincerely sorry for the experience, and we'll do a follow-up regarding this, along with your device's information.

      We're looking forward to hearing back from you.

      Regards,
      Janadee

      • TJ91's avatar
        TJ91
        Reel Rookie
        2 years ago

        With the most recent 12.5 update, the issue appears to be fixed, at least for my TV model. I have a TCL 32S327 and I'm no longer experiencing stuttering with Game Mode enabled.