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Icenine9999
Level 7

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

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Same exact issue on my brand new $1k tcl tv.   I’m probably going to be returning it to get a smaller version of my Bravia tv for my office. It’s not a big deal but the fact that it’s been 4 months and they don’t give a **bleep** makes me worried.  

hard to support **bleep**ty service. 

ChromeisBetter
Level 10

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

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This is a Roku issue. Made my own thread a few weeks back on the subject and I own a 65" Sharp. "Luckily" for me I can force a system restart and get single viewing of HDR on Prime before it broken again. Hope this helps.

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Icenine9999
Level 7

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

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Hmm I’ll try that, maybe it’ll work once a reboot. 

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TheGalaxy
Level 9

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

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I tried the restart, did not work for me unfortunately.

I tired running the amazon app through my PS4 . That didn’t work either. No HDR. yet both of them (native app on the TV and through the PS4) both work on the 2018 65S425 .....ironic because it looks awful on that set.

youtube will show HDR content on the newer TCL-ROKU 

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Mmetz1212
Level 9

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

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@TheGalaxy wrote:

I tried the restart, did not work for me unfortunately.

I tired running the amazon app through my PS4 . That didn’t work either. No HDR. yet both of them (native app on the TV and through the PS4) both work on the 2018 65S425 .....ironic because it looks awful on that set.

youtube will show HDR content on the newer TCL-ROKU 


Same here with my Q825 and R625, but my xbox will play Amazon in HDR

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TheGalaxy
Level 9

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

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My info on the TVs

55r635 software 9.3.2 build 4234-88 (Not working HDR prime)

65s425 software 9.3.0 build 4194-93 (working with HDR on prime)

I really hope they can fix this. Or even say they are working on it???

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Dwayde
Level 9

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

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Just chiming in case Roku actually has any support in the forums, same issue here. New R635 TCL from the R615, I was watching things in HDR fine on the Amazon app--went to watch season finale of The Boys and it looked like hot garbage! Tested HDR on YouTube etc and it works fine so wasn't the tv. Very disappointed with Roku AND Amazon on this one. 

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Threebeards
Level 8

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

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Thinking of just giving in and buying a 4K firestick as they’re cheap for prime day. Certainly a poor solution, but if this is the kind of help we can expect from Roku it might prevent future frustration. Anybody out there have a compelling reason to avoid the firestick?

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jsigr
Level 9

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

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It seems to be fixed as of tonight. Thanks to everyone for their support on this issue@!

(fix took approximately four months to implement)

Dgo300
Level 8

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

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I can confirm 

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