Forum Discussion

bohratom's avatar
bohratom
Streaming Star
3 years ago
Solved

Roku TCL 4K HDR TV no longer streaming any 4K HDR content from MAX.

I've been using the MAX streaming service since the HBO rebranding and have had no issues with playing any 4K HDR content. However I noticed today my TV no longer is playing any 4K content from MAX w...
  • bohratom's avatar
    bohratom
    3 years ago

    Someone that works for MAX stated "It seems this has only happened to those who subscribe to Max through third party providers (i.e., direct subscribers to Max still have 4k/HDR) and it occurred because of an AWS outage. The hope is 4k/HRDR will be restored in a few days as the account authentication filters down again. " We will see 😆 

     

    Please do not close this thread until it is resolved.

     

     

RokuArjiemar's avatar
RokuArjiemar
Retired Moderator
3 years ago

Hi! bohratom,
Thanks for reaching out to the Roku Community!

We would be more than happy to look further into this issue, but we will need more detailed information. Can you please provide us with the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
  • 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)

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. 

Thanks,

Arjiemar

bohratom's avatar
bohratom
Streaming Star
3 years ago

Roku Device Model: TCL Roku 43S435

Serial #: X000004*****

Device ID: S02ST0A68PGN

Software Ver: 12.0.0 Build 4182-93

4K HDR streaming works fine on all other Channels but the MAX channel which is no longer streaming 4K HDR which worked fine a couple days ago.

MAX Channel Build: 54.1 build 1

Tracker ID: GN-238-586

 

Thanks

Rick

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    3 years ago

    Hi bohratom,

    We appreciate your response and thanks for the post.

    We wanted to let you know that we are continuing to investigate your reported issue and hope to provide you with a more detailed update when additional information is available. Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback. 

    Thanks,

    Arjiemar

    • bohratom's avatar
      bohratom
      Streaming Star
      3 years ago

      Someone that works for MAX stated "It seems this has only happened to those who subscribe to Max through third party providers (i.e., direct subscribers to Max still have 4k/HDR) and it occurred because of an AWS outage. The hope is 4k/HRDR will be restored in a few days as the account authentication filters down again. " We will see 😆 

       

      Please do not close this thread until it is resolved.

       

       

      • bohratom's avatar
        bohratom
        Streaming Star
        3 years ago

        MAX now once again has 4K HDR working for 3rd party customers who signed up with other providers.