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garthcas
Binge Watcher

Why no 4k with Roku Ultra?

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I recently purchased:
 
- a LG Class C2 AUA series OLED evo 4K UHD TV, with HDMI at @ 120 Hz, HDCP 2.2, and HDR (Dolby Vision, HDR10, HLG);
 
- a Roku Ultra 4802R with HD/4K/HDR;
 
- a Pioneer VSX-534 5.2-channel AV Receiver, with 4K Ultra HD, HDR10, HLG, and HDCP 2.2.
 
I connected the Roku to the AVR with the Roku-included Premium High-Speed HDMI cable with 4K 60fps, and the AVR to the TV with a high-speed HDMI cable that supports 4k @120Hz, and 8K @ 60Hz , and Audio Return Channel (ARC), with 48Gbps bandwith.
 
The Roku is hardwired to the router, and I have 475+ Mbps actual download speed (as measured by Speedtest.net).
 
With this equipment I fully expected to be able to stream and watch 4K Ultra HD content.  However, the Roku Settings/Display Type automatically sets the video output to 1080P (Dolby Vision), and not to either 4K HDR or to 4K Dolby Vision HDR. If I manually select 4K, either Dolby Vision HDR or HDR, the Roku indicates: "Your current setting can display 4K Dolby Vision HDR (or 4K HDR) at 30 frames per second (not recommended).  For help changing your setting to get 60 fps: go.roku.com/HDR." I went to this site and read everything I could find regarding equipment and connections, and it seems like I satisfy every requirement.  The one thing that might be missing is that I can find nothing in the AVR setup or documentation about setting it to 60 fps instead of 30 fps.
 
What's the problem, and how do I fix it to process 4k HDR through to the TV, instead of 1080p?
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atc98092
Community Streaming Expert

Re: Why no 4k with Roku Ultra?

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Well, I'm crossing my fingers for you that the Pioneer experts can tell you a setting to change to make it work correctly. I had a hunch it was the AVR, but troubelshooting from a distance is not an easy task. Glad you've confirmed the Roku is working as expected. 🙂

Dan

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee, just another user.

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43 REPLIES 43
RokuNimfa-C
Retired Moderator

Re: Why no 4k with Roku Ultra?

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Greeting @garthcas

Thanks for reaching out to the Roku Community.

Could you tell us if you are experiencing the issue when streaming 4K content or during all playback? Please be advised that all channels provide content in 4K. By any chance, can you provide examples of the channel you are watching and specific titles you are seeing the issue? So we can look into this further. 

We'll be waiting for your update. 


Regards, 
Nimfa

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garthcas
Binge Watcher

Re: Why no 4k with Roku Ultra?

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I am not watching any channel or particular content.  I am looking at the Roku Settings > Display Type, and it shows "Automatic (1080p Dolby Vision)".  As I explained, I can manually set it to one of the 4K options, but then it shows a warning that it will be at 30 fps which is not recommended.

There is 4K indicator light on my AVR that lights up when doing 4K upscaling or 4K pass through.  It lights up when I use a source other that the Roku (like the Cable TV box), but it does not light up when using the Roku, even when I try playing content that is specifically identified as 4K (like from Apple TV).

Thanks.

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RokuNimfa-C
Retired Moderator

Re: Why no 4k with Roku Ultra?

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@garthcas 

Thanks for following up. 

Could you try streaming a 4K content and let us know what you find out? To successfully stream 4K Ultra HD content, all devices connected to your compatible Roku device must support HDMI 2.0 and HDCP 2.2. This includes your TV, an AVR, and any other devices connected in between. 

We would recommend taking a look at our Support page for more information about the following requirements to enjoy 4K content on a compatible Roku player: How to set up your Roku streaming player for 4K Ultra HD

Please keep us posted on how it goes. 


Regards, 
Nimfa

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garthcas
Binge Watcher

Re: Why no 4k with Roku Ultra?

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As I explained in my posts, I tried streaming Apple TV content that is specifically identified as 4K, but the Roku automatically sets everything to 1080p right off the bat, even before I start a channel like Apple TV.  As I also explained, the specs for all my devices, the Roku, the Pioneer AVR, and the LG TV, as well as the cables, state that they support 4K and HDMI 2.0 and HDCP 2.2. Finally, I read everything I can find on your support pages and I would appear to satisfy every requirement.  I can get 4K upscaling or pass-through when using another source such as the Cable TV box, but the Roku insists on limiting it to 1080p.

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RokuNimfa-C
Retired Moderator

Re: Why no 4k with Roku Ultra?

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@garthcas 

Thank you for providing us with the information. 

I have passed along your concerns to the appropriate Roku team to investigate further. Once more information is available, We'll be sure to update this Community thread.

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa

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garthcas
Binge Watcher

Re: Why no 4k with Roku Ultra?

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I have seen several posts here about the version 11 upgrade and problems that it seems to have caused with 4K (and other things).  I am running version 11.5.  Is there a bug in version 11 that is causing those problems as well as my own with not recognizing a 4K setup?

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bobmc
Reel Rookie

Re: Why no 4k with Roku Ultra?

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I don't know if this will help, but I had a similar problem with the VSX-LX104(B).  I couldn't get much help from Pioneer but was eventually able to contact the company that did the maintenance for them.  They sent me a code for the receiver which unlocked the 60HZ and it has worked ever since.  Unfortunately I tossed all my notes, so I can't tell you who to contact.  Sorry.

Bob

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bobmc
Reel Rookie

Re: Why no 4k with Roku Ultra?

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I don't know if this will help, but I had a similar problem with the VSX-LX104(B).  I couldn't get much help from Pioneer but was eventually able to contact the company that did the maintenance for them.  They sent me a code for the receiver which unlocked the 60HZ and it has worked ever since.  Unfortunately I tossed all my notes, so I can't tell you who to contact.  Sorry.

 

 
 
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garthcas
Binge Watcher

Re: Why no 4k with Roku Ultra?

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Thank you so much!! This is a valuable lead.  Do you by any chance remember the name of the company, so I can figure out how to contact them?  Did Pioneer give you the company name/contact?

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