Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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NoBoatAnchors
Level 7

HDCP error, pixelation/artifacting while streaming

So I have 5 Roku ultras in my house (4640X, 2-4662RW's, 4670RW and 4800X). All wired into a Gig ethernet connection and directly wired to 5 native 1080p TV's. All Sony/Samsung TV's if this even matters.. 2 ultras recently (4670RW and 4800X), started experiencing issues with frequent green/pink pixelation and artifacting while streaming after the 9.4.0 update a few weeks ago. Only one has thrown an HDCP error, which is the 4800X. This only happened once however. The pixelation and artifacting has progressively become more frequent on both and only while streaming. This is happening on all apps I frequently use in the house, on both of the now problematic ultras (Disney+, Netflix, Hulu, HBO Max, Amazon, you name it). I have tried factory resets on both, as well as different inputs on the tv's they are connected to, including swapping the provided hdmi cables with store bought new ones, in addition to moving the ultras to different tv's in the house. Problem still exists on both. I've even tried changing display settings from auto-detect to 1080p. Problem still exists. Both of these were purchased within the last year (from different stores), with the 4800X being less than 30 days old. What are the odds with both of these being defective? Is the failure rate for these units that high? Considering the 4670RW did not have these issues prior to the recent update I can't help but wonder if this update was not tested enough.. What gives Roku!!?? At 100 bucks a pop, you're costing me money and time to do your QA work. And your competitors are beginning to look more attractive by the minute..

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6 Replies
NoBoatAnchors
Level 7

Re: HDCP error, pixelation/artifacting while streaming

For what it's worth, returned problematic 4800X in store and replaced with another new 4800X since it was still within the store's return period. Replacement began exhibiting same issues after 3 days.. Shipped 4670 to Roku to be replaced a week and a half ago, still waiting on the replacement to test that one. Going to try putting off the firmware update and test a bit before and after this time around. Nice how Roku is silent on this.. Spoke with one of the Store Managers at my local store, who did mention that I'm not the only one who has been experiencing these issues in regards to the 4800X. Really like to peg down whether this is a firmware issue or hardware but getting tired of the hassle nonetheless. Will update more once I get the replacement 4670.

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benstone99
Level 7

Re: HDCP error, pixelation/artifacting while streaming

Any update on 4800X?

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NoBoatAnchors
Level 7

Re: HDCP error, pixelation/artifacting while streaming

Current replacement 4800X has the same exact issue as the previous one on the 1080p sets in my house. For sanity's sake, tried this on a buddy's 4k set last week (Samsung model, 3 months old, Q90T/Firmware 1460.9) for a few days and had some interesting results.. No artifacting/pixelation at 4k resolution but there were sporadic HDCP errors that were present. Alternatively, when manually setting display to 1080p and testing on that same set, the artifacting/pixelation began rearing its head after an hour of streaming but no HDCP errors.. This was tested with both the supplied hdmi cable and a premium high bandwidth (18gbps) 4k hdmi cable. Just got my replacement 4670 2 days ago but power has been out due to inclement weather so haven't had the chance to test the refurb unit. Will update once I've tested the refurb 4670.

(Edited to notate TV model/firmware and speed of hdmi cabling)

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AvsGunnar
Level 8

Re: HDCP error, pixelation/artifacting while streaming

I know this may not may initially make sense, but when you are able to resume your testing, see if you are getting  the same results with your 4800 connecting with wi-fi rather than your ethernet.    

Your situation is a little complex because you are dealing with multiple Ultra devices, some having problems, some not.  In order to isolate it down to a device problem or a network problem, or a 9.4OS problem, it is going to take a little detective work (like trying the device on your friend's network and TV as you did).

Essentially you have to eliminate possibilities. Try moving the 4800 to your 4640 and 4462 locations that aren't experiencing problems, and vice versa.  Try taking some of them offline, and then reconnect one at a time. (ie does it get worse as more units are connected, etc.)  You see where I'm going? It could be a switch issue at the originating network connection, it could be the ethernet cabling, it could be a bandwidth issue. It can also certainly be the 4800 (some people really curse it, others have no problems, so I cannot say.)  I have the 4660s and have had no problems, so I may be lucky; maybe the redesigns of the newer models went askew.  It could also be the firmware update or a bug in the 9.4OS that hasn't been resolved. 

You may even have to manually adjust and enable debugging of the bit rates of your Ultras at their locations to eliminate that pixellating within the Ultras diagnostic settings as a workaround.  Normally set to Auto by default.

Good luck, look forward to seeing you get this resolved and post your updates.  Will attempt to help you where I can if you need it.   

 

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StreamerUser
Level 15

Re: HDCP error, pixelation/artifacting while streaming


@NoBoatAnchors wrote:

Current replacement 4800X has the same exact issue as the previous one on the 1080p sets in my house. For sanity's sake, tried this on a buddy's 4k set last week (Samsung model, 3 months old, Q90T/Firmware 1460.9) for a few days and had some interesting results.. No artifacting/pixelation at 4k resolution but there were sporadic HDCP errors that were present. Alternatively, when manually setting display to 1080p and testing on that same set, the artifacting/pixelation began rearing its head after an hour of streaming but no HDCP errors.. This was tested with both the supplied hdmi cable and a premium high bandwidth (18gbps) 4k hdmi cable. Just got my replacement 4670 2 days ago but power has been out due to inclement weather so haven't had the chance to test the refurb unit. Will update once I've tested the refurb 4670.

(Edited to notate TV model/firmware and speed of hdmi cabling)


As far as the occasional HDCP errors go, this is par for the course for years now with Roku devices/firmware, especially with 4K devices and/or having auto-adjust refresh rate enabled along with auto-detect display type.

Historically speaking, both manually configuring the display type and/or disabling auto-adjust refresh rate reduces the errors to zero/near-zero.

(actually the 4800 is the "best" yet with the fewest HDCP error issues, especially with auto-display and auto-refresh matching enabled)

As far as the occasional but increasing smearing/artifacting/green "macroblocking" goes (I've seen the same thing, FTR), make sure you report this to Roku directly:

chat or email:  https://support.roku.com/contactus/contact-options    (choose setup/ultra/other/need more help?)

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gbloyer
Level 7

Re: HDCP error, pixelation/artifacting while streaming

I had the occasional HDCP error on the new Roku Ultra, very frustrating. I have an LG OLED 4K TV, Yamaha AVR, and brand new AudioQuest HDMI cables (18Gbps), all support HDCP 2.2. Called Roku support and worked with them two different times, having to go through all the troubleshooting steps. Nothing we did fixed the issue. I keep seeing this problem all over the Internet so it seems to be a hardware issue with the Roku itself, IMO. Especially since my 4K Blu-Ray never has an issue. I gave up and returned and got a 4K Apple TV in January. It's played 4K content beautifully since, no issue.

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