Channels & viewing

[Marvelfan75]

I have a TCL 6 series Roku tv. From day one of my purchasing this tv, I have had no issues enjoying hdr and Dolby vision content from Hulu and Disney Plus. Now, all of a sudden, I have noticed that Hulu shows that previously offered hdr (Handmaid’s Tale, Only Murders in the Building, etc.) do not offer it any longer. The show details page where you can choose an episode now only displays that the show offers 4K 5.1, whereas before, it displayed 4K 5.1 HDR. Disney Plus is even worse. Where before on content like a Star Wars movie for example, it would display 4K Dolby Vision Dolby Atmos, now only displays HD 5.1. Other apps such as Netflix, YouTube, Peacock, are not affected and still display all 4K, Dolby vision and HDR options. It seems to only be Hulu and Disney Plus that are affected. I’ve tried resetting the tv, updating software, deleting and reinstalling the apps and nothing fixes this problem. It’s like those apps simply do not recognize that the tv is capable of doing 4K hdr and Dolby vision. I have an Apple TV connected to another tv in a different room and Hulu and Disney plus still work normally there, so it isn’t like those features are unlocked by paying for a higher tier service or anything. Does this have something to do with the Disney Plus and Hulu merge that is only affecting Roku tvs? Is this simply a software bug that will be fixed in the future? Any solutions or suggestions? Thanks!

[jrcfromoh]

I just started having this exact same problem today. I noticed both apps updated today when I checked so I’m thinking the pushed out a buggy update and hopefully it’ll be fixed soon! 

[jrcfromoh]

I def think it’s a buggy update for the TVs. I plugged in my 4k Roku streaming stick to my TV and it showed and played in HDR but when going into the apps on the TV only shows and plays in HD. 

[Dominick6404]

I'm having the same issue on my Hisense 65R6+ HELP!

[RokuERey]

Hi Community users!

Greetings from the Roku Community.

We acknowledge your concern about the HDR feature not being available and would be happy to investigate further.  We would like to ask for the following information below to help us in investigating the issue.

• 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).
• Is your Hulu or Disney with Ads or NO Ads?
• Channel version
• Are you seeing the HDR badge on the main display of the content you're reporting?
• Could you provide an example of specific content that you experienced this issue?

Thank you for reporting this to us. We appreciate your continuous patience and understanding as we work on this. 

Regards,
Rey

[blade_005]

I had the same issue with my two (2) HDR capable TCL Roku TV's with Disney+ and Hulu. HDR support was gone and all labeling for HDR was also removed from both applications. The 'fix' seems to have come with the update to ROKU OS  Version 13.0.0 - Build 24062-30 that arrive on both of my TV's today. After the update from OS 12.5.5. to the version above, HDR support and labeling has returned.

[creiman]

I’m having the same issue with multiple Roku devices and a brand new Roku device I purchased from Best Buy today. All of the Roku devices are HDR compatible. They are all updated with the most recent software available. There are certain movies shows 5.1 and HDR (in little boxes in the show/movie description) and none of those “types” of shows will play. If the show/movie shows 5.1 only or neither 5.1 or HDR is indicated in the description, the movie or show  plays normally. If it shows 5.1 and HDR in the description, the show or movie will not play and I receive a “we’re having trouble playing this” notification which then directs me to the Huluhelp page on the Hulu website that directs you to the power recycling instructions. I’ve done everything possible to restart, reset power, reload wifi, unplug and restart everything, and nothing works. We went out and purchased a brand new Roku Express 4K+ device today and it is giving us the same problem. This is clearly a Roku/Hulu app issue. What is being done to resolve this?

[RokuCarly]

Welcome to the Roku Community, @creiman!

Thanks for reaching out. Rest assured that the team is currently investigating this matter to determine the cause and find you the best resolution possible. 

With this being said, we'd like to include your affected Roku devices in the process of investigation. Kindly provide us with the information requested by @RokuERey above and the following:

• What specific type of subscription did you purchase with Hulu? Is it the no-ads or with-ads plan?
• Do you see the HDR badge on the main display of the title you've observed this with? 
• Movie/Show titles, you've observed this.
• A photo during playback for reference.

We'll be looking forward to your response. 

Best regards,
Carly