Features, settings & updates

[Tcut]

I have been having frame rate or motion issues with many apps while viewing live sports on the new Roku Ultra (2024 Version/4850).

All on demand video has looked great, but live sports offered on Max, Peacock, Apple TV+, and Amazon Prime Video has extremely choppy looking motion that makes it almost unwatchable. The only apps where sports motion looks fine is Fubo and ESPN apps. To reiterate, on demand content looks fine on all these apps in the highest video quality. Its only the live content thats the problem.

My other older roku devices do not have this problem.

I have tried the device on multiple TVs to eliminate the tv as being the issue. Same problem persists. I have also had a ticket open with Max support for months, and they havn’t resolved the issue within their app.

[makaiguy]

@Tcuth

Settings > System > Advanced system Settings > Advanced display settings > Auto-adjust display refresh rate

If this is enabled, the Roku circuitry sends the signal output at the refresh rate used by the original source material, commonly 24 fps (frames per second), 25 fps, 30 fps, 50 fps, or 60 fps.  Every time the source refresh rate changes, the TV must adjust its display to accommodate the new rate, which on many sets results in a short blackout or other display disruption that some find objectionable.
 
This can happen when starting/stopping new programs, when going in/out/between  commercials, wherever the refresh rate of the source material changes.
 
If "Auto-adjust display refresh rate" is set OFF, the Roku converts and sends everything at 60 fps so the TV doesn't have to adjust on the fly and you don't get those frame rate transition disruptions.
 
The tradeoff here is that, non-60 fps sources may not appear as smooth without a Roku refresh rate adjustment, depending on whether your Roku or your TV does a better job of refresh rate conversion.  You have to decide whether this change is worth it to you.
 

[Tcut]

I have tried both on/off with no difference noticed for this specific issue.

My guess is the problem lies with the app makers, but I have not been able to get the issue resolved by opening tickets directly with them. I believe they simply need to provision the new Roku Ultra for 60 FPS live content as I do not have this problem on older roku devices.

Worth reiterating that on demand content looks perfectly fine. Apps with this issue are Apple TV+, Max, Peacock, and TNF Prime Video. Should be easy for Roku to reproduce this issue in the Max app with any of the college basketball tournament games.

[RokuEmmanuel-D]

Hey, @Tcut.

Thanks for reaching out here!

When did you first notice the problem? Were there any recent updates right before it started happening? If so, what's the latest software version of the Roku device? (Settings > System > About).

We'd like to know more about it, please get back to us!

Roku Community Team

[Tcut]

I first noticed the problem right after purchase September 2024. Figured it would be resolved within a couple months  on its own because it was a new device, but that does not seem to be the case.

Currently, the device is on software 14.1. To reiterate, it seems as if this particular roku device (4850) is being blocked by the apps from viewing live content/sports at 60 FPS. Max is the most noticeable. No issues on a 5 year old roku tv and roku stick 4k on the same tvs. The issue is isolated to the 4850X.

[RokuEmmanuel-D]

Thanks for the update, @Tcut!

To help us investigate further, please share your device details here.

• Roku device model, Device ID, and Serial Number ( It can be found in Settings > System > About)
• Tracker ID (Press Home five times then press Back button five times)

• The app build version of the affected apps (Highlight the app from the Home Screen and press the Star * Button)

• Any photos of it if possible? 

Please get back to us soon!

Roku Community Team

[Tcut]

Model : 4850X

Serial: X02800XE358L

Tracker ID: 8L-116-589

Max : 58.9 Build 1

Prime Video: 15.3

Peacock: 6.4 Build 11

A screenshot won’t help much. To me it just looks like the motion and image quality never fully buffers. Looks like 30 fps. TV and internet are ruled out as the problem as only this particular device is having issues. The issue persists even with a hardwired connection.

[RokuEmmanuel-D]

Thanks for getting back, @Tcut!

We appreciate you helping us out! The team will take a look at this issue.

In the meantime, it would be great if you could share some short video clips and the software version of the Roku device! That way, we can get a clearer picture of the issue and dive right in. We'd be looking forward to that.

Thanks again,
Roku Community Team

[Tcut]

Roku is on the latest and greatest 14.1. See the link below for a clip. Something just isn’t quite right with the motion (30fps?). This example is the Max app. To reiterate, this is only a problem with live content on these apps. On demand content looks perfectly fine. I believe the apps need to provision the new Ultra for 60 FPS live stream content. I have not had any luck talking with Max support directly.

https://imgur.com/a/tHsJ5uk

[RokuEmmanuel-D]

Thanks for the details, @Tcut!

Just to double-check, have you tried connecting the Roku to a different Wi-Fi network to see if the picture quality improves?

Let us know what you find out!

Roku Community Team