Channels & viewing

[DLite74]

Since my Roku Ultra updated to OS 12, I have been having an issue with fonts in most, but not all, of my channels.  The text descriptions of shows appears jagged and hard to read. Video playback is fine, as are icons and other graphics. Fonts are fine on the Roku homescreen, as well as in Netflix and Apple TV+. However, the font problem occurs on: Hulu, Disney+, Paramount+, HBO Max, Peacock, AMC+, and others.

I have restarted my Roku many times, and checked Roku and the individual channel apps for updates. I also tested my Roku on a different TV, which exhibited the same issue.

Is anyone else seeing this problem?

[RokuMary-F]

Hi @DLite74,

Thanks for your first post in the Roku Community!

We understand that you are facing a font issue with streaming multiple channels after an update. We would like to know what went wrong so we can assist you further and fix the issue but we need more details.

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)
• What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?
• steps to reproduce the issue you are seeing

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

[DLite74]

Model: 4670X - Roku Ultra

SN: YJ001G600059

Software Version: 12.0.0, build 4175-46

Device ID: KWA061600059

The program description font appears jagged and low quality on many channels since the Roku OS update last week.  Here is a sampling of affected channels. (Notably, Netflix and Apple TV+ are unaffected.)

Hulu, v6.68, build 6

Disney Plus, v1.31, build 2023030800

Paramount Plus, v8.1 build 20230320

HBO Max, v53.15, build 9

Peacock TV, v4.4, build 21

Showtime Anytime, v2.28, build 9

AMC+, v1.1, build 66

The issue tracker shows the following additional details:

GC version: 9.1.43

Timestamp: 2023-04-18T15:24:36Z

Issue ID: 59-155-004

(As an aside, I'd be happy to post an image with an example of the font problem, but I don't see how to attach a file to my post.)

[RokuMary-F]

Hi @DLite74,

Thanks for keeping in touch and providing the information requested.

In addition to the information you have provided, can you provide a screenshot or photo of the issue they are experiencing so we can better understand what they are seeing?

Please keep us posted with the required details to send the case for investigation to our engineering team and will update you. Thank you!

Best regards,
Mary

[DLite74]

Here is an example. Note that the letters have non-uniform coloring which makes them appear jagged and lacking in clarity.  This is happening in all the channel apps I listed in my earlier post.

[RokuMary-F]

Hi @DLite74,

Thanks for providing all the information and photo that we requested and we're sorry for the inconvenience.

We'll send this over to the Roku team for investigation. We'll get back to you once an update is available I'll be sure to let the Community know/ I'll be sure to update this Community thread

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

[andyross]

Almost looks like a font smoothing issue. Have you checked the resolution the Roku is set to? Maybe something was changed in the 12.0 update and your TV or the Roku is upscaling with problems.

[DLite74]

Yes, I have switched the Roku resolution to all kinds of options, including auto.  The issue doesn't seem to be affected by the resolution on the Roku, unfortunately.  

[Cobrachris]

Yes, I am seeing the same thing on my Ultra LT 4801RW. Fonts with jagged edges in Disney plus, Paramount plus, Hulu, and Peacock. My device just updated to 12.0.0.

[RokuNimfa-C]

Hi @Cobrachris, 

Thanks for posting here in Roku Community. 

Our Support team is now working closely on this. To help investigate the problem, can you please provide us with the following below:

• 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.


Regards, 
Nimfa