Roku setup

[Xeroize]

I'm having an issue where most of the time I have trouble getting the Roku to properly connect to either of my Visio TVs.  I've done extensive troubleshooting and am looking for a method to make the connection start up in a more stable fashion.  The details of the case are as follows:

First TV:

Vizio M470 SV

Fully up-to-date on firmware

Works perfectly all HDMI ports with any other device

Factory default configuration for TV settings

Second TV:

Vizio D55u-D1

Fully up-to-date on firmware

Works perfectly all HDMI ports with any other device

Factory default configuration for TV settings

Roku:

Roku Ultra 4802X

Fully up-to-date

Worked perfectly with two other monitors I tested it on

Disabled CEC settings / Tried automatic resolution, forced 1080p, and forced 720p

Tested wall socket with a multi-meter and oscilloscope, power is stable and clean coming from the wall socket most of the testing is from.  Tested alternative wall sockets with no difference in issue.  Tested multiple HDMI cables and HDMI cable testing shows good cables.

In 100 attempts on the first TV, 9 attempts resulted in a successful Roku screen and ability to use the device normally until either device was powered off.  In 7 of the failure cases, the TV displayed "Not Supported".  In 62 of the failures the TV flashed an energized black screen, then powered off a few seconds later.  In 4 of the cases the TV stopped responding entirely as if hung and had to be unplugged/plugged back in to respond to any input.  In 2 cases the Roku menu loaded but had interlacing issues, while appearing in black and white.

Second TV exhibits the same behavior.

I'd appreciate any suggestions taking into account what has already been tested/attempted.

[RokuEmmanuel-D]

Hey, @Xeroize.

Thanks for reaching out here!

We see you're having trouble establishing a connection to your Roku Ultra and Vizio TV. We're here to help out!

Could you tell us?

• When did you start noticing this issue?
• Have there been any recent updates before this happened?
• Do you have TVs aside from Vizio branded TVs? If so, have you tried it there? Do they have the same behavior?
• Any error messages? A photo will be appreciated.

Let's continue this conversation!

Roku Community Team

[Xeroize]

Emmanuel,

The problem has occurred since purchasing the device.

The problem does not occur when using display devices from other manufacturers such as a Dell monitor and seems confined exclusively to Visio manufactured devices but consistently occurs on any Visio manufactured device.

As mentioned in my original post, the only error message present is an inconsistent "not supported" error from the TV which occurs approximately 7% of the time.

[RokuEmmanuel-D]

Thanks for the follow-up, @Xeroize!

Could you also post a picture of the error message so we can take a closer look at it? Also, what specific models of Vizio TVs are affected by the issue?

We look forward to hearing back from you!

Roku Community Team

[Xeroize]

Emmanuel,

This information was in my original post, but I'll post it again here.  Please refer to the original post as it answers many of the questions you are asking.

I'll see if I can get a photo of the error, but its a relatively low occurrence rate and doesn't remain on the screen long.

The error simply says "Not Supported" and that error is rare.  The most common occurrence is an energized black screen followed by the TV powering off.

"

First TV:

Vizio M470 SV

Fully up-to-date on firmware

Works perfectly all HDMI ports with any other device

Factory default configuration for TV settings

Second TV:

Vizio D55u-D1

Fully up-to-date on firmware

Works perfectly all HDMI ports with any other device

Factory default configuration for TV settings"

[RokuEmmanuel-D]

Thanks for the update, @Xeroize!

My bad for missing that info. To help me investigate further, could you provide the following details below?

If you have an option to go to the Settings, try looking for:

• Roku device serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)

I'll get the team to look into this further. Thanks for your cooperation!

Roku Community Team

[Xeroize]

Emmanuel,

The Device serial number is X01000G10DXV (S0DC23510DXV)

Software version is 14.1.4 Build 7709-C2

GC version is 13.2.11

The tracker number is XV-097-914

[RokuEmmanuel-D]

Thanks for the details, @Xeroize!

I'll go ahead and pass this along to the right team for a closer look. Thank you for your cooperation! We really appreciate it. 

In the meantime, please stay tuned for more updates!

Roku Community Team

[RokuEmmanuel-D]

Hey, @Xeroize!

Could you send us a picture of the error message you're seeing? That way, we can examine it more closely.

Looking forward to your reply!

Thanks,
Roku Community Team

[Xeroize]

Emmanuel,

I wasn't able to reproduce the error code in numerous tests to take a photo, but it is the same error code as shown in the attached picture link from reddit for an unrelated case: