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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MadGoat
Level 7

Ultra 4800 channel loading issues

Roku ultra 4800x with channel loading issues and playback issues on virtually all apps. Going on a month now. 

I believe my device is one of rokus flagship devices, why then does it not get the same attention as the others that have received the OS update (rollback)? I'm to the point of going with a Google TV or Amazon at this point. I can't use the monthly subscriptions I pay for because of this. 

5 REPLIES 5\
Plz
Level 7

Re: Ultra 4800 channel loading issues

We switched to Roku Ultra eight months ago, because Apple TV would not allow ESPN plus to play, unless we paid through Apple. 

We have put up with numerous Roku issues ever since, BUT the ESPN app always worked.

I keep checking for a rollback for our device, but nothing has been available. How long do customers have to wait for a fix??  Just renewed ESPN at the new rate and can only watch plus on the App. Currently operating on OS 10.5.0 - Build 4201-C2.

If it’s not broke don’t fix it plz! “Happy STEAMING”

Asking for the rollback ASAP!

ESPNESPN

Cyberclaw
Level 8

Re: Ultra 4800 channel loading issues

Roku's official line is that the 10.5 chaos only impacts "older models."  Thus far they have not acknowledged it causing problems for newer models like the 4800x.  Therefore, no roll back is available.

I'm in the same boat as you, sadly.  My 4800x worked flawlessly prior to 10.5.  Now it keeps setting display at the wrong resolution.  I force the correct resolution, but hours later it goes back to 720p.  The rollback should also be made available for newer models as well.

rickage
Level 7

Re: Ultra 4800 channel loading issues

Have had the 4800x for 10 months and worked just fine until i got the 10.5 update a couple weeks ago. Getting recurring HDCP errors that can only be temporarily fixed by unplug and reseat of both hdmi cable and tv/roku power cables. Lasts only as long as you don't change video selection/channel/apps... basically a one time shot at watching video.  So very frustrating. Chat with roku support several times and only get please be patient as we escalate your issue.

Went out and bought a new 4800x and got a whole 48 hours before same HDCP error wrecked my roku again today.

Please give us the option to rollback this update.

RokuDanny-R
Roku Employee
Roku Employee

Re: Ultra 4800 channel loading issues

Hi everyone,

Thanks for the posts.

We would be more than happy to look further into the issue, but will need more specific information about what you are experiencing. Can you please provide us 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 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)
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Cyberclaw
Level 8

Re: Ultra 4800 channel loading issues

Hi @RokuDanny-R,

Thank you for responding.  As you requested I sent you all of this info a week ago, and you passed it on to the tech people.  Unfortunately, they have done nothing to fix it.  If they could make the rollback to 10.0 available to newer devices, such as the Ultra 4800x, we would be very appreciative. Or, if they have a better solution coming, they shoud let us know.  Can you pass on this message?