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Ssmith280
Newbie

TCL 55P607: Max app stuttering on 4k live sports with HDR enabled

As the title says, the Max app has stuttering issues on 4k live sports content only when HDR (Dolby Vision) is enabled. If you go into the secret menu (home x5, RW, down, FF down RW) and disable HDR the issue no longer persists. Other people on Reddit have reported the same issue.

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5 REPLIES 5
RokuTakashi
Community Moderator
Community Moderator

Re: TCL 55P607: Max app stuttering on 4k live sports with HDR enabled

Hi, @Ssmith280 

Welcome to the Roku Community.

Thanks for letting us know about the issue you've encountered with the MAX app. We would be more than happy to look into this issue and we'll need more information. 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).
  • What channel and what version/build is the channel that is having the issue? (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).
  • A photo or video clip referring to the issue,
Once we have this information, we will be able to investigate further together with the appropriate Roku team.
 
Best wishes,
Kash
 
 
Takashi O.
Roku Community Moderator
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amcmahon01
Newbie

Re: TCL 55P607: Max app stuttering on 4k live sports with HDR enabled

Thank you very much for the HDR "fix"!  Hopefully they release real fix sometime soon.

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amcmahon01
Newbie

Re: TCL 55P607: Max app stuttering on 4k live sports with HDR enabled

@RokuTakashiI'm having this same issue on a TV with the following info:

TCL model 49S515

Hardware ID 7117X

Software version 12.5.5 build 4174-30

 

As stated by OP, it's occuring with live sports in the Max app (Version 57.0 build 0).

 

(I know that's not everything you requested, but hopefully it helps.  I'll follow up if I get a chance to collect the rest.)

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Rowborg
Newbie

Re: TCL 55P607: Max app stuttering on 4k live sports with HDR enabled

same issue, disabling HDR using secret menu fixes the issue. 

  • model 7121X
  • 12.5.5.4174
  • Max app 57.0 build 0

I assume this is an issue within the max app as no other DV or HDR streams have this problem, only the live sports within Max app. 

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RokuTakashi
Community Moderator
Community Moderator

Re: TCL 55P607: Max app stuttering on 4k live sports with HDR enabled

Hi, @Rowborg @amcmahon01 

Thanks for providing the requested information.

Kindly be advised that we have taken note of the details, and our team will work on this. Additionally, it's a good option to reach out to MAX's support directly and let them know about the issue since this mainly happens with a content on their channel, which they can address promptly as channel providers manage and handle their own channel on the Roku platform.

Let us know if there's anything we can do to assist you further.

Best wishes,
Kash

Takashi O.
Roku Community Moderator
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