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pwnjones
Level 7

Amazon Music App HD & UHD tracks no longer available after TCL Roku TV update

Recently gave my mother a TCL Roku TV (425S 55") that I had not used in a while, along with a 2-channel stereo system(small 2 channel amp, Topping E30 DAC connected via optical, Sony bookshelf speakers). Initially, the Amazon Music App with my Music Unlimited family plan would play HD and UHD music tracks just fine. After I updated the TV's firmware(the TV had sat for a year unused), I noticed the audio options had been simplified. After that, the Amazon Music app would no longer play HD or UHD songs. How can I fix this? Can I roll back the TV's update? Is it actually some other issue I'm not seeing? Please help, so frustrating!

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RokuDanny-R
Roku Employee
Roku Employee

Re: Amazon Music App HD & UHD tracks no longer available after TCL Roku TV update

@pwnjones

Thanks for the post.

Can you please clarify the issue you are experiencing? 

Can you please provide us 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 be 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)
-steps to reproduce the issue you are seeing

-are you seeing an error message on screen? if so, what are you seeing

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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