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Level 7

Roku TV HDR not playing on Netflix

I got my TCL r635 on Tuesday. Upon setting up my tv is not playing HDR/4k ultra HD on netflix and prime video. Is it a faulty panel or an issue that TCL already recognized and already working on it? If it’s because of the panel I can get it exchanged. If its a software issue then I might return it permanently. HELP PLEASE! 

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Roku Employee
Roku Employee

Re: Roku TV HDR not playing on Netflix


Thanks for the post.

Can you please provide us with more information regarding the issue you are experiencing:
-Roku TV brand and model
-serial number
-device ID
-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)
-can you provide us with a specific content title that you are experiencing this issue on the channel
-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)
-are you able to play HDR content on other channels

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


Danny R.
Roku Forum Moderator
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