Forum Discussion

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

    • Medicfl1's avatar
      Medicfl1
      Reel Rookie
      11 months ago

      I'm waiting for Roku's answer before I buy this Atmos 2024 version.

      I currently have the 4800x Roku Ultra and want the Dolby Vision and especially the Atmos pass through to the sound system. 12/26/24.

      Purchased the 4850, works fine with atmos pass through to my soundbar system, never did see an answer to your problem. 1/2025