Features, settings & updates

[Zerobranch]

This Ultra could output a 4K Dolby Vision HDR signal up until a software update yesterday. 

Then my build got updated to 13.0.0 24048-C2.

Now, under the Display Type settings, it defaults to "1080p Dolby Vision" as the Automatic setting.  So, it knows the TV is Vision capable.  If I manually change it to "4K HDR" it outputs that signal too, so it know the TV is 4K capable.

But manually changing it to "4K Dolby Vision HDR TV" no longer outputs a signal my Hisense TV can display.

[RokuArjiemar]

Hello! @Zerobranch,

Thanks for posting here in the Roku Community!

We appreciate your reaching out to us about the issue with 4K Dolby Vision HDR. We're pleased to assist you.

If your TV supports Dolby Vision, you may need to adjust a setting on your TV called FreeSync.

FreeSync is designed to enhance your experience with a connected game console (e.g., Xbox, PlayStation), but with some TV models, FreeSync may disable Dolby Vision. To correct this behavior, you need to adjust the settings on your TV to disable FreeSync on the HDMI port where your Roku player is connected.

You can refer to the sample instructions below if you have an LG TV, but the steps may vary from model to model and may change when the TV software is updated. When in doubt, refer to the user manual or online documentation for your specific make and model.

LG: Home > HDMI > Settings > Advanced > Picture > AdditionalSettings > FreeSync > Off > Restart

Please keep us updated on your findings, and we will be delighted to assist you further. We are looking forward to hearing from you soon.

Thanks,
Arjiemar

[Zerobranch]

Thank you for the suggestion.  I confirmed that FreeSync is still turned off on the TV, so this is not the issue.

As mentioned, everything had been working fine prior to yesterday's update.  No settings were changed on the TV prior to the problem appearing today.

[RokuArjiemar]

@Zerobranch,

Thanks for the update,

We would be more than happy to investigate further, but we will need further details. Can you please provide us with 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 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)

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,
Arjiemar

[Zerobranch]

Model: 4800X - Roku Ultra

Serial: X010009W6AET

Software: 13.0.0 build 24048-C2

ID: S02A209W6AET

This is a system issue that can be replicated in Settings > Display Type

If I set the display type to "Automatic (1080p Dolby Vision)" it generates tracker ID ET-189-953

If I set it to "4K HDR" it generates tracker ID ET-189-955

If I set it to "4K Dolby Vision HDR" (this is where it fails) it generates tracker ID ET-189-959

[RokuArjiemar]

@Zerobranch,

Thank you for the information,

We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread. We appreciate your patience and understanding in the meantime. 

Thanks,
Arjiemar

[RokuERey]

@Zerobranch,

We just wanted to provide an update. Our team is unable to reproduce the issue, and we'd like to confirm whether changing the HDMI inputs or cable resolves it.

If this has also been applied, please report back along with the make and model of the TV where it's connected.

We'll be looking forward to your update.

Thanks,
Rey

[Zerobranch]

The signal path is a Roku Ultra > Sony STR-DN1080 receiver > Hisense 75U75H

The receiver may be part of the issue.  Once I connect the Ultra directly to the TV, I can manually set it to "4K Dolby Vision HDR TV", although the Automatic setting still incorrectly reports " 1080p Dolby Vision". 

If I then reconnect the Roku through the receiver, I can now set it to "4K Dolby Vision HDR" again.  But the Automatic setting still incorrectly reads "1080p Dolby Vision".

The Roku was initially connected through the receiver following the update, and wouldn't go into Vision mode. Only after direct connection to the TV could I force the 4K Vision mode.

I also have a Roku Ultra 4802X directly attached to a Hisense 50U6H.  I can reproduce this issue there as well. Automatic mode incorrectly detects that TV as "1080p Dolby Vision" also,  although I can manually set it to 4K Dolby Vision HDR ("not recommended ").

Cables do not seem to be the issue, given that both systems worked fine in DV mode prior to the update.

[Zerobranch]

On the 75U75H, it uses input 3, which is the eARC input and is rated for 4K@120Hz.  Even when set to 4K Dolby Vision HDR mode, though, the Roku only outputs 30fps.

I also note that CEC is turned off on the receiver and both of the TVs.  Enabling this did not seem to make a difference.