Discussions

[HectorC48]

Made sure tv was updated and factory reset.  I thought this issue was resolved?  Will there be any update incoming to finish resolving this?  The tv was advertised with 120hz and VRR 

[Coneyparleg]

I can confirm this is happening on my R635 as well. Very dissapointing for a expensive piece of hardware. This TV is frequesntly recommended as a gret pairing with the PS5, but in reality it keeps failing to meet expectations because it does not do what was advertised.

[HectorC48]

I was so bummed out after being so excited they implemented vrr for 1440p on ps5

[Sleepwalker77]

Same here, still having the same issue for over a year. The 1440p vrr update on PS5 make the issue so much worse. So disappointed because the whole reason I bought the tcl was for the 120 hrz

[HectorC48]

Yes!  Feels very much like false advertising since the one useful way we can use 120hz is completely bugged

[RokuKarla]

Hello @everyone

Thanks for reaching out here in the Community.

Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS. Since your affected device is a TCL Roku TV, we suggest reaching out to TCL support to report the issue and for further help.

You may reach them at their support line: https://support.tclusa.com/televisions
or phone contact 1-877-300-8837.

 

Regards,
Karla

[HectorC48]

This issue was discussed on the forum before.  There has to be some way to solve it

[Coneyparleg]

@RokuKarla It is very dissapointing that his dismissive response is accepted as a solution. It does not seem consistent with the level of customer service provided here by Roku employees in the past. Indeed @RokuDanny-R has been very helpful in securing software solutions for this specific model of television for similar issues in the past.  

[RokuDanny-R]

Hi everyone,

Thanks for the posts and concerns regarding 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 and provide us with this ID)
• steps to reproduce the issue you are seeing 
• screenshot or image of the what is happening on screen so we can better understand the issue

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[HectorC48]

https://ibb.co/ZLFp5Pq 

https://ibb.co/ccZmJ7X

TCL 55R635

X003000FSMNM

S05EY0DFSMNM

11.5.0 Build 4323-88

No Channel on HDMI 1

Set Ps5 to output 1440p120 with VRR@