Discussions

[dukiejosh54]

I have a TCL 4K Series 6 ROKU TV. I just noticed today that it is not streaming any 4K content in 4k. Movies anywhere says "device does not support 4k playback" and When I play 4K movies on Apple TV Dolby Vision kicks in but in the movies info it says it's only playing in HD. I hooked up my Nvidia Shield through an HDMI and it plays 4K content fine so It must be some kind of error with the Roku that's built into the TV.

[coneecheewa]

Mine is doing the same thing. I noticed it last week. I hope they fix it soon. Was thinking maybe my TV was broken, but now I have a little hope. 

[dukiejosh54]

I contacted moviesanywhere and they emailed me back this response. I'm not for sure but I'm guessing maybe Apple TV Plus is having the same issue. I haven't had much luck getting a hold of their customer service. The issue appears to be Roku's fault. 

"Hello Josh, 
 
Thank you for providing the device information.
 
We have checked this with our team, and we can confirm that after a recent update, some Roku devices no longer support UHD (4K) playback due to a lack of up-to-date Digital Rights Management or DRM specs.  We can confirm that your device is included in the list."
 
As our movies are DRM protected, you will get the error "This device does not support 4K playback" on the 4K movies. Since the data on our service is proprietary and copyrighted, your device needs to be secure enough to play it. The DRM specs on a device are added via updates through the device manufacturer, and when and up to what version of that a device gets updated is up to them.
 
You can continue to use the Movies Anywhere app; however, you won't be able to play your 4K movies in such resolution, but you should be able to play them in HD. We also encourage you to use your Digital Retailer library, as you may be able to play the movies in UHD using the retailer library.
 
Please let us know if you have any other questions." 

[RokuJanadeeK]

Hi Community users!

Thanks for bringing this to our attention.

We acknowledge your concern regarding your TCL Roku TV. We'd be glad to look into this.

May we know the following details:

• When did you start having this issue?
• What particular channel/show/episode is not streaming in 4k?
• What troubleshooting steps have you tried so far?

With more details, we'll be able to provide you with an accurate resolution. Kindly keep us posted.

Regards,
Janadee

[dukiejosh54]

I just noticed the issue last week but I'm not for sure how long it's been happening. My guess is that it started with in the last couple months. 

The streaming channels that it is happening with is moviesanywhere and Apple TV Plus. It's happening with all the 4K content on those two services. 

Troubleshooting steps that I have followed is - I uninstalled the apps and reinstalled them, I unplugged my TV for over a minute and plugged it back in and I also factory reset my TV. These steps did not fix the issue. I contacted Moviesanywhere and they said this

"We have checked this with our team, and we can confirm that after a recent update, some Roku devices no longer support UHD (4K) playback due to a lack of up-to-date Digital Rights Management or DRM specs.  We can confirm that your device is included in the list."
 
As our movies are DRM protected, you will get the error "This device does not support 4K playback" on the 4K movies. Since the data on our service is proprietary and copyrighted, your device needs to be secure enough to play it. The DRM specs on a device are added via updates through the device manufacturer, and when and up to what version of that a device gets updated is up to them."

[trulydorian1]

I am having the same issue as well with my TCL 55R615, with same apps over the past weeks; Movies Anywhere gave me the same response about DRM as this community member and directed me to TCL, who in turn directed me to ROKU, with TCL stating that it is a known software issue which ROKU is responsible for. Please fix ASAP!

[dukiejosh54]

There was an update today! I'm now able to stream 4K movies at moviesanywhere but Apple TV plus is still only coming in HD. I don't know if this issue is with roku or Apple. Hopefully an update comes soon to fix it. at least some progress has been made!