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VVV1
Level 9

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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BIG AGREE with this.

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jsigr
Level 9

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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and addressed openly

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jsigr
Level 9

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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I'll solve your problem for you and it will also allow you to get a decent media player. Get an Nvidia Shield,, gobs ahead of both fire and Roku. Roku does not allow you to dl an alternative media player and thus half my video files have trouble playing the video or audio not to mention subtitles are unlikely to be enabled in many cases (this may well be true with Samsung as well though I need to test it). All that is solved plus better picture quality and much faster operating system with the Shield. I only use the roku remote for things directly tv related like fine tuning picture otherwise you can practically forget about the roku remote and remember, nvidia's specialty is video and has been dominant for years and they happily support blue tooth and other company's game controllers,etc, (no this isn't a commercial but better cause no one asked me to say it and if in doubt google on youtube"Nvidia Shield")

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MrMediaGuy
Level 7

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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Still an issue for me too. I get HDR and Dolby Vision content fine from other apps, but not from Prime. I've got a TCL 55R635. All the other apps work fine, it's just Prime. It DOES still include Atmos sound and whatnot, just no HDR.

jggt
Level 7

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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I am having the same issue on a week old 75R635, HDR is not being recognized when viewing 4k UHD content from Amazon Prime.  Dolby Vision on Netflix is fine, so is viewing most content on the 4k HDR Youtube channel.  I also tried a ROKU Streaming stick+, but it had the same results.  

Here is my TV information:

Roku TV: A115X

TCL Model: 75R635

Serial Number: X003002MEWDG

Device ID: S05GY07MEWDG

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grimesbot5000
Level 8

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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Yeah this is really weird. Prime Video plays HDR fine on both my year-old 43S517 and 3-year-old 55P607, but not my new 75Q825. Just tested on all 3 sets using the movie "7500" and the TV show "The Boys". What gives, Roku?

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VVV1
Level 9

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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FOUR MONTHS............why on earth cant these massive companies talk to each other and solve this software issue????? @RokuDanny-R

TheGalaxy
Level 9

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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Being relatively new to TCL, it’s quite worrisome. I like the TVs quite a bit BUT...

I have a 65S425 which plays the HDR content on amazon no problem (although it looks absolutely AWFUL). I bought the new QLED mini led 55R635 in order to see HDR content properly and it WONT PLAY IT from the amazon app!? 

Ive got the TVs side by side for comparison...everything updated, same amazon app on both. 65” goes to HDR, 55” won’t 

definitely a TCL Roku problem IMO

and I won’t even get into how bad the THX gaming mode is...thinking about taking both the TVs back

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grimesbot5000
Level 8

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

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So I've done more digging and testing on this issue, which I'm still having with my TCL 75" 8-Series (2019) (75Q825). I've submitted detailed tickets to Roku, TCL and Amazon and will report back.

As I mentioned before, the Prime Video app works on two of my older TCL Roku TVs. I have tested, confirmed and documented (video) both my TCL 43" 5-Series (2018) (43S517) and my TCL 55" P-Series (2017) (55P607) playing multiple videos in HDR using the Prime Video Roku app. The TVs were all using the most recent Roku OS (9.3.0 build 4194) and Prime Video app (v11.4 build 2020090921).

The real kicker is when I tested it with the affected TV (75Q825) using a Roku Streaming Stick+ connected via HDMI 1. The Prime Video app on the Roku Streaming Stick+ played videos in HDR no problem. It was using the same Roku OS version (9.3.0 build 4194) and Prime Video app version (v11.4 build 2020090921). Very frustrating that a little dongle I got for $35 works better than my $3,000 Smart TV.

Here's a summary, all using the most recent Prime Video Roku App v11.4 build 2020090921:
BROKEN: TCL 75Q825 (2019), integrated Roku OS (9.3.0 build 4194-88)
WORKING: TCL 43S517 (2018), integrated Roku OS (9.3.0 build 4194-30)
WORKING: TCL 55P607 (2017), integrated Roku OS (9.3.0 build 4194-30)
WORKING: TCL 75Q825 (2019) using Roku Streaming Stick+ connected via HDMI 1, Roku OS (9.3.0 build 4194-50)

This does appear to be a Roku or TCL issue, since it was introduced with an update as many other users have mentioned on this thread, and it's inconsistent between different Roku/TCL devices. Interestingly enough, the Roku TV OS 9.3.0 build 4194-30 works for me, but the Roku TV OS 9.3.0 build 4194-88 is broken. I'd be interested to see exactly what build you all have installed on your affected TVs (and what build is installed on TVs that work correctly), maybe you folks can chime in on what you find on the Settings > System > About page?

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grimesbot5000
Level 8

Re: TCL 43S425 not playing 4K in Netflix or Amazon Prime

Jump to solution

So I've done more digging and testing on this issue, which I'm still having with my TCL 75" 8-Series (2019) (75Q825). I've submitted detailed tickets to Roku, TCL and Amazon and will report back.

As I mentioned before, the Prime Video app works on two of my older TCL Roku TVs. I have tested, confirmed and documented (video) both my TCL 43" 5-Series (2018) (43S517) and my TCL 55" P-Series (2017) (55P607) playing multiple videos in HDR using the Prime Video Roku app. The TVs were all using the most recent Roku OS (9.3.0 build 4194) and Prime Video app (v11.4 build 2020090921).

The real kicker is when I tested it with the affected TV (75Q825) using a Roku Streaming Stick+ connected via HDMI 1. The Prime Video app on the Roku Streaming Stick+ played videos in HDR no problem. It was using the same Roku OS version (9.3.0 build 4194) and Prime Video app version (v11.4 build 2020090921). Very frustrating that a little dongle I got for $35 works better than my $3,000 Smart TV.

Here's a summary, all using the most recent Prime Video Roku App v11.4 build 2020090921:
BROKEN: TCL 75Q825 (2019), integrated Roku OS (9.3.0 build 4194-88)
WORKING: TCL 43S517 (2018), integrated Roku OS (9.3.0 build 4194-30)
WORKING: TCL 55P607 (2017), integrated Roku OS (9.3.0 build 4194-30)
WORKING: TCL 75Q825 (2019) using Roku Streaming Stick+ connected via HDMI 1, Roku OS (9.3.0 build 4194-50)

This does appear to be a Roku or TCL issue, since it was introduced with an update as many other users have mentioned on this thread, and it's inconsistent between different Roku/TCL devices. Interestingly enough, the Roku TV OS 9.3.0 build 4194-30 works for me, but the Roku TV OS 9.3.0 build 4194-88 is broken. I'd be interested to see exactly what build you all have installed on your affected TVs (and what build is installed on TVs that work correctly), maybe you folks can chime in on what you find on the Settings > System > About page?

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