Forum Discussion

dmurph's avatar
dmurph
Binge Watcher
2 years ago

I went through similar stuff with the 4850 (replacing my 4660 just to get DoVI too) and had nothing but issues. Just unplug the 4850 and plug the 4660 back in and everything was fine.

I returned it and may try again once all these bugs are worked out. Just not worth the hassle right now when the 4660 works perfectly for audio and video, except no DoVI.

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, mblazer78

    Thanks for posting, and welcome to the Roku Community.

    We appreciate you for letting us know about the issue you've encountered with the Dolby Vision Playback issues with the Roku Ultra 2024, and our team would like to gather more information so we can review this case further. To assist you better, can you please provide the details below:

    • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
    • Tracker ID (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).
    • Image of the screen/content when the Dolby Vision issue occurs.
    • Complete set-up of the devices such as the TV, AVR, etc.

    The information we collect will be essential for our investigation and will serve as the foundation for determining the most effective resolution to this issue.

    We hope to your response along with the requested details above.

    Best wishes,
    Kash

    • Image 
    • mblazer78's avatar
      mblazer78
      Reel Rookie
      2 years ago

      Model: 4850X - Ultra

      Serial Number: X02800EAE945 (S0VS346AE9A5)

      Software Version: 14.0.4 build 12222-G6

      GC version: 12.5.25

      Tracker ID: A5-445-118

      Setup and issue is as mentioned in the original post.  

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, mblazer78 

        Thanks for providing the requested information.

        Kindly be informed that we have forwarded your information to the appropriate Roku team for further investigation. The team will conduct a comprehensive investigation into the matter you raised, carefully reviewing all relevant details to ensure a thorough understanding.

        Once the investigation is underway, we will keep you updated in this thread with any new information or developments.

        We appreciate your patience and understanding as we navigate this situation. Thank you for your continued cooperation.

        Best wishes,
        Kash