Playback Issues - Audio/Video & Power

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Level 7

Roku Ultra 4k Double Screen Issue

I have a Roku Ultra 4k connected to a Sony Bravia XBR-65X850D 4k TV, and every once in a while, the display will double up, and I have to reboot the Roku to clear it up.  This seems to be a known issue, because I found the same issue here

https://forums.roku.com/viewtopic.php?f=28&t=106642&p=588666&hilit=ultra+screen+double#p588666

But I cannot post on the forums there, and there seems to be no resolution there.

Does anyone know if there is a known fix, or is it something that is being worked on?

Double screen on Roku UltraDouble screen on Roku Ultra

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3 Replies
Level 14

Re: Roku Ultra 4k Double Screen Issue

Those are the old user forums that are in archive/read-only mode now (you cant post there, you have to post here, in the new user forums)

Other than trying a different cable or connecting directly to the Roku (if you arent) and assuming you have the latest Roku firmware (9.4.0-4200)  for your 4640 and for your Sony TV (v6.827), then you'd want to contact both:

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

Sony: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=tv

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Roku Employee
Roku Employee

Re: Roku Ultra 4k Double Screen Issue

@cptgunther 

Thanks for the post.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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 be 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)

With more information we will be able to look into the issue further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Roku Ultra 4k Double Screen Issue

I am having the same double screen problem every once in a while. If I restart the Roku it fixes it but it seems to be happening more often lately.

I have the Ultra attached to a Sony XBR-55X850D.

Roku Ultra Model 4670X

serial #YJ000K586568

software ver. 9.4.0

build 4200

Roku double screen issue.jpg

 

 

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