Discussions

[ABBAbear]

I have a TCL model 65R615 Roku TV. I've had hardly any problems with it in the 4.5 years I've owned it. It's a great TV, but... when I received the 13.1.4 (1510) software update on July 30, the problems started.

I have a PlayStation 5 and an Apple 4K TV attached to the TV. Both were playing fine until the software update. On the PS5, games play great but if I switch to Media and try to watch a streaming channel, the Roku TV pixelates and it's unwatchable. This also happens if I insert a DVD/BD/4KBD into the PS5. The pixelation starts and the video is unwatchable. Same with the Apple 4K TV - as soon as it's turned on and the input is selected, the screen pixelates.

I don't know if anyone else has this problem. I do NOT have the pixelation problem when using the apps on the Roku TV itself ONLY when using the PS5 and Apple 4K TV.

Can someone help me with this? I am already considering purchasing another television because of this.

Thanks,

David

[RokuTakashi]

Hi, @ABBAbear 

Thanks for posting, and welcome to the Roku Community.

We appreciate you for bringing this matter to our attention. We are dedicated to understanding your experience and effectively addressing it. Please provide us with the necessary details below. We are committed to resolving this issue for you.

• 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,
• Troubleshooting steps performed

We hope for your response in this matter along with the requested details for our team to investigate on the issue. 

Best wishes,
Kash

[ABBAbear]

Model: 7121X - Roku TV

Serial number: YS001K485277 (FW2931485277)

Software version: 13.1.4 • build 1510-30

GC version: 12.2.22

issue ID 77-382-983

There is no channel causing this problem  it happens when I’m using my PlayStation 5 or Apple 4K TV.

I posted a photo of what the problem looks like in my initial posting.

[makaiguy]

@ABBAbear-

Have you tried restarting the TV?

These things are just special purpose computers. Like their big brothers sometimes clearing things out by restarting them can correct problems. (For Roku TV users reading this: if you have "Fast TV start" enabled, turning the TV off and back on just puts it into and out of a standby state and does NOT give you a complete restart.)

Depending on your Roku model you'll find the "System restart" option under "Settings > System > Power", or on models without a Power option, under "Settings > System".

If a restart doesn't do it, or if you don't have sufficient control with the remote to navigate the Roku menus, you can also restart by pulling the power plug to the Roku for a few seconds then plugging it back in and waiting for it to restart.

[ABBAbear]

I do a System Restart every two weeks just to clean things up.

[ABBAbear]

Well, the Roku TV seemed to fix itself after the latest major software update.  No problems with pixelation... until I did a System Restart yesterday and WHAM the pixelation is now back and I cannot use my PlayStation 5 or my Apple 4K TV.  Both are riddled with pixelation when I try to use them.  AGAIN... I'm thinking of just ditching this TV if Roku is going to make it unable to watch peripherals attached to the TV.

Any ideas on how to get this fixed OR do I just have to wait for the next software update and HOPE that the problem get fixed?  And I've learned to NOT do a System Restart again.

Thanks in advance.

[RokuArjiemar · Accepted solution]

@ABBAbear,

Thank you for posting in the Roku Community!

We appreciate you contacting us regarding the pixelation issue with your TCL Roku TV while using the PS5 and Apple 4K TVs. We are happy to help.

If you notice that your TCL Roku TV is pixelating when playing video from your PS5 or Apple TV 4K, there are several factors that could be contributing to this issue. Here are the most likely causes:

1. HDMI Cable Quality: The cable you are using to connect your devices may be of poor quality or damaged. Check for any visible signs of wear and tear, such as frayed edges or bent connectors. It’s recommended to use a high-speed HDMI cable that supports 4K content.

2. HDMI Port Selection: Sometimes the specific HDMI port you are using on the TV might be causing the issue. Try connecting your device to a different HDMI port to see if that resolves the pixelation problem. It's a good practice to note which ports support 4K to ensure optimal performance.

3. TV Input Settings: Make sure your TV is set to the correct input source for the device you are using. Additionally, confirm that the settings for that input are configured for 4K resolution. This may require accessing the TV's settings menu and adjusting the resolution or video format to match the output settings of your PS5 or Apple TV 4K.

By checking these three areas—HDMI cable quality, HDMI port selection, and TV input settings—you can often resolve pixelation issues and enjoy a smoother, high-quality viewing experience.

Other troubleshooting steps: 

• Restart your TV: Sometimes a simple restart can resolve temporary glitches. 
• Check for updates: Update the software on your TV and your gaming console. 
• Try a different HDMI port: Connect your device to a different HDMI port on the TV. 
• Power cycle: Unplug your TV and devices for a few minutes, then plug them back in. 

If you're encountering an issue with your Roku TV manufactured by a Roku partner, start by contacting the manufacturer. Each TV manufacturer provides direct support for its models. 

For support regarding Roku TVs, please visit our support page: Where can I get support for my Roku TV™?

Have any other questions? Don't hesitate to let us know.

Thanks,
Arjiemar