Solving playback issues

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Silksoy
Channel Surfer

Re: 24 fps no longer working since 10/18 update on roku ultra

so basically my roku is unusable until there is a resolution. I just got an update and still the same problem. will we be notified with an ETA?

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Davedipster
Channel Surfer

Re: 24 fps no longer working since 10/18 update on roku ultra

Watching the Witcher on netflix now on a streaming stick 4k.

All good Dolby vision @ 24.0 Hz

 

  

Re: 24 fps no longer working since 10/18 update on roku ultra

Frame rate matching works with my streaming stick but does not work with my 2 Roku Ultra devices.

When is the fix coming ?

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: 24 fps no longer working since 10/18 update on roku ultra

Hi, @racermurray.

Glad to have you here in the Roku Community!

We appreciate you for sharing your concern with us about the 24 fps that are no longer working on your two Roku Ultras, and we'd like to dig deeper to sort this out. 

To help us in the investigation, please supply us with the device details below:

  • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Let’s keep the conversation going. Please get back to us!

Best,
Emman

Emmanuel-D.
Roku Community Moderator
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Paul22
Streaming Star

Re: 24 fps no longer working since 10/18 update on roku ultra

Hi everyone. On my 2024 Ultra, when the match frame rate feature is enabled, sometimes when I exit the movie or show, the frame rate doesn’t automatically go back to 60, but instead stays at 24. Sometimes, even when going back to the Roku Home Screen, it stays at 24 instead of changing to 60. This obviously makes navigating the home screen or in-app menus very sluggish. The only way to fix it (when it happens) is to reboot the Roku. Not ideal. This appears to be a bug with how the match frame rate feature works. Is anyone else experiencing this?

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: 24 fps no longer working since 10/18 update on roku ultra

Thanks for posting here in the Roku Community, @Paul22!

We're here to help you with your concern about the frame rate issue you're experiencing with your Roku Ultra, and to investigate the root cause of this problem. 

To assist us in the investigation, please provide the following information posted above this thread so we can have a better visibility of your concern and navigate through the process. 

Looking forward to hearing from you soon. 

Best,
Emman

Emmanuel-D.
Roku Community Moderator
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Paul22
Streaming Star

Re: 24 fps no longer working since 10/18 update on roku ultra

Thanks. It just happened again. I was watching a movie in 24p with frame rate matching turned on. I exited and went back to the Roku home screen and it was still stuck on 24Hz. It failed to automatically return to 60Hz after exiting the movie.

Here’s the information you requested:

Model - 4850CA - Ultra

Serial number - X02800P9WEJJ

Software version - 14.0.4 Build 12222-G6

Device ID - S0VU3489WEJJ

Tracker/Issue ID - JJ-002-547


By the way, I have another 2024 Ultra connected to my other TV and the same thing happens with that one too.

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: 24 fps no longer working since 10/18 update on roku ultra

Hi, @Paul22!

Thanks for sharing these details here. Rest assured that we'll forward this to the appropriate team for further review and investigation. 

We truly appreciate your patience and understanding as the team works towards a resolution.

Stay tuned for more updates!

Best,
Emman

Emmanuel-D.
Roku Community Moderator
Paul22
Streaming Star

Re: 24 fps no longer working since 10/18 update on roku ultra

Thank you!

Re: 24 fps no longer working since 10/18 update on roku ultra

On my Roku Ultra, Netflix finally started displaying the message about frame rate matching for me on Monday and worked correctly. Prime Video is still not showing any films in 24 fps for me.

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