Discussions

[Rouser2024]

My brand new Roku 65" class Pro Series 4K TV has been working well for its 1st month. Today I noticed the issue with the colors when playing Mission: Impossible 5 - Rogue Nation (UHD, HDR) on the Amazon Prime app. When starting playing the movie, I see HDR10+ Adaptive notification on top right. The initial green field is somewhat yellow and the “white” (beige) skin tones are orange to red. I played the trailer on the on the YouTube app and it works finely. Other UHD movies – e.g. Red One, or even M.I. Dead Reckoning also have no problem. Same movie on Amazon Prime plays well on the iPad and on my previous TCL Roku TV 65”.

A curious thing is that on M.I. 5 when pausing the movie, the little thumbnail to select the scene shows the proper colors,  so the issue only happens on the movie itself. It seems related to the metadata on the header of the file like someone suggested on this thread https://community.roku.com/t5/Solving-playback-issues/Update-making-colors-appear-too-red-too-rich/t... , although this is something that I can’t check since it’s on the Amazon Prime app.

Tried the following troubleshooting steps from other threads and no success:

1. Adjust colors & other settings on the * (star) button menu when playing the movie– I can make it better, but it’s still bad

2. Unplug TV, count 2min, power it on

3. Check for Software Update on Settings > System; latest 14.0.4, build 12225

4. Update Amazon Prime app: latest 15.3, build 2024111414

5. Delete and reinstall Amazon Prime app

6. System Restart on Settings > System > Power

I don’t want to do a Factory Reset because (1) I don’t think it will fix it and (2) it would take me time to install the apps, set up the TV, etc.

Initial ScreenFirst Scene

[RokuArjiemar]

@Rouser2024,

Thank you for posting in the Roku Community!

We appreciate you contacting us regarding the color issue with your Roku TV Pro Series while watching a movie. We appreciate your efforts in trying some troubleshooting steps to resolve it, and we are happy to assist you.

If you encounter problems with your Roku-branded television, such as the Roku TV Select or Roku TV Plus models, don't hesitate to contact  Roku Support for assistance. They are available to help you troubleshoot and resolve any issues you may be experiencing.

Thanks again for reaching out. Please let us know if you have any other questions or concerns. 

Cheers,
Arjiemar

[Rouser2024]

Hello,  @RokuArjiemar , thanks for answering my inquiry. Is there a way you can reach out the product specialist team directly? I spent more than 1h with the customer support, mostly waiting and re-telling the same story again 😩… It was not very helpful and I don’t want to have waste another hour that I could be doing something useful nor having to tell the same story a few more times.

I respect that the resolution will not be prompt, especially during holiday season, but I would love to hear you saying you CAN forward this issue to someone technical that can look into it and they will reach me out later with some progress updates!

Best wishes and Happy New Year!🎆 

[RokuJohnB]

Hi @Rouser2024,

Thanks for keeping us posted!

We have passed along your information to our Support team, who'll contact you.

Please let us know if there's anything else we can do to assist you.

Best regards,
John