Issue Tracking Board

[Rascalz]

I don't understand why this is marked solved when it isn't. Also, the problem is Roku's not Netflix, they cannot resolve your software device issues.

[RokuJechealR]

Hi Community users,

Thanks for reaching out to the Roku Community!

Please be advised that we are currently aware of the issue, and the team has been working to investigate this closely.

Also, we have passed along your device information to the appropriate Roku team for further investigation. Once more information is available, we'll update this thread.

We hope to get everything sorted out soon and appreciate you bearing with us in the meantime.

All the best,
Chel

[Hcl]

We just got a new ultra and are very disappointed we can't use Netflix. All suggested solutions have been tried with no luck. Online chat was useless and unaware that this was a known issue. Our older ultras in the house work fine, so this has to be a Roku issue and not Netflix. Here is the requested information:

Model:  4802X Roku Ultra

Serial Num: X01000PYC5SF

Software: 12.5.5 build 4174-C2

Device ID: S0DA242YC5SF

Netflix: Version 5.2 build 120096022

Gc version: 11.4.29

Tracker: SF-189-885

[gunDekr]

Roku device model: 4802X Roku Ultra

Serial number: X01000HR5546

 Device ID: S0DA24R5546

OS version: 12.5.5 build 4174-C2

Tracker ID: 2024-05-11T20:44:20Z

[Georgia21]

Does anyone know if the Roku Express 4k has the same problem not loading Netflix as the Ultra does?

[dhodgson]

So what I'd prefer to read is "...and we have reproduced the problem on our end."

Have you?

[Nedyken]

Maybe they have no idea what the issue is. 

Has anyone tried taking the ultra and moving it to a different TV just to rule out some kind of weird tv compatibility issue ?  I happen to be using mine on an old TV that only does 1080.  

Also, did everyone here already have a Roku prior to buying the ultra ? I upgraded from an old Roku and my assumption was maybe the stored login credentials from my Netflix account are causing the issue, but that was just a wild guess. 

[SoFrustrated]

Can we please get an update?? Like had Roku recreated the issue (it’s not hard - just buy a new Roku Ultra) or know the source of the error and working on a firmware update? Something???? Like ANY progress so we can decide if we need to return our defective devices?? @RokuERey Roku Ultra (4800 series) 

[zemanel]

Oh they definitely know it’s an issue with 4K TVs with the Ultra, but getting Netflix to stream at 4K is part of why we got the Ultra in the first place. Personally I’m about ready to send it back…

[Hcl]

Fyi, I do not have mine on a 4K tv at the moment.