Discussions

[Posthxc]

I recently bought a brand new 55R6A5R Roku Plus TV and it will play HDR and HDR10+ but it won't play Dolby Vision. I have tried factory reset, I have tried removing the channels, restarting, and re-adding the channels. I downloaded a test Dolby Vision only, with no HDR fallback Video and it played it with messed up colors and gave me the SDR options in the picture settings while playing. I'm at a loss, I really don't want to return it.

[RokuTakashi]

Hi, @Posthxc 

Welcome!

Thanks for reaching out regarding the issue you've encountered with the Roku TV's Dolby Vision. I'd like to gather additional details.

Share us with the information below...

• What is your current Roku OS version? (This can be found in Settings > System > About).
• On what app/content are you streaming?
• Have you made sure that the content is Dolby Vision ready?

Keep us posted.

Thanks,
Roku Community Team

[Posthxc]

OS Version 14.1

Amazon, Netflix, Plex.

Yes, I even used a test file that had no HDR fallback just Dolby Vision.

[RokuTakashi]

I appreciate the response, @Posthxc 

Our team would like to investigate. Can you please provide the additional 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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Once we gather the details, our team will proceed to investigate the issue.

Thanks,
Roku Community Team

[Posthxc]

Device Model: 55R6AX

Serial Number: X01300UXYGCF

Device ID: SONX74CXYGCF

OS Version: 14.1

Tracker ID: X01300UXYGCF

Software Version: 14.1.4 Build 7709-ET

Issue ID: CF-152-472

This is for Plex Playing a Dolby Vision only video with no HDR fallback

Version 7.31 build 7

Same for Amazon

Version 15.4 build 2025032617

[RokuTakashi]

Thanks for the follow-up on this, @Posthxc 

The information you provided has been forwarded to our team for further review and investigation.

I hope for your patience and understanding as we work on this.

Thanks,
Roku Community Team

[Posthxc]

You're welcome.