Forum Discussion

Thecapitan1981's avatar
Thecapitan1981
Binge Watcher
11 months ago
Solved

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

Roku ultra not streaming native 24 fps since firmware update 10/18.

My roku was previously streaming Netflix and Amazon prime 4k hdr movies in the original native frame rate of 24 fps but since 10/18 it’s been streaming in 60 hz instead. I have tried everything to correct this and have contacted support and they were unhelpful. I even did a factory reset. Same thing is happening to another roku ultra in my home so it’s not isolated to just the one device. In advanced settings I do have Auto-adjust display refresh rate enabled and it’s still doing the 60 fps in movies that I know and have watched previously just few days prior at 24 fps. Anybody else having this issue? And if so any solution?

app playback
  • RokuTakashi's avatar
    RokuTakashi
    11 months ago

    Hi, Silksoy Thecapitan1981 

    Thanks for posting here in the Roku Community.

    Hollywood movies are commonly filmed at 24fps, movies and videos produced in Europe are often shot at 25fps, and TV shows are filmed at 30fps or 60fps in the United States, and 25fps or 50fps in Europe. These various display rates are specific to each type of content and are known as the native format.

    How to configure the display refresh rate

    The auto-adjust display refresh rate setting can be enabled or disabled from the Settings menu on your compatible Roku player. The setting will NOT change when your Roku player reboots or when the software updates.

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Advanced system settings
    5. Select Advanced display settings
    6. Select Auto-adjust display refresh rate and choose from the following
      • Enabled – Your Roku player will automatically switch to the native format of the movie, video, or TV show when playback begins.
        • Note:
          • Due to video mode changes by your TV, the picture may flash to black when starting and stopping playback. These video mode changes may occur more often with channels that automatically play video content when browsing the channel interface.
          • The auto-adjust display refresh rate setting is not available for content on some channels such as Netflix or Hulu. When enabled, titles on these channels will output at the same refresh rate.
      • Disabled – Your Roku player will output ALL content at 60fps.

    For more information, you can visit this support article on How to change the display refresh rate to match the native format of each movie, video or TV show

    We hope you find this information useful, and let us know if you have further concerns or inquries.

    Best wishes,
    Kash

41 Replies

  • Silksoy's avatar
    Silksoy
    Channel Surfer
    11 months ago

    I have the same issue!! It used to be 4k24 and now it seems everything is 4k60. P

    • Thecapitan1981's avatar
      Thecapitan1981
      Binge Watcher
      11 months ago

      Looks like roku support doesn’t actually read our concerns as it’s clear that I have already tried what they suggested. Stock answer

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      11 months ago

      Hi, Silksoy Thecapitan1981 

      Thanks for posting here in the Roku Community.

      Hollywood movies are commonly filmed at 24fps, movies and videos produced in Europe are often shot at 25fps, and TV shows are filmed at 30fps or 60fps in the United States, and 25fps or 50fps in Europe. These various display rates are specific to each type of content and are known as the native format.

      How to configure the display refresh rate

      The auto-adjust display refresh rate setting can be enabled or disabled from the Settings menu on your compatible Roku player. The setting will NOT change when your Roku player reboots or when the software updates.

      1. Press Home on your Roku remote
      2. Scroll and select Settings
      3. Select System
      4. Select Advanced system settings
      5. Select Advanced display settings
      6. Select Auto-adjust display refresh rate and choose from the following
        • Enabled – Your Roku player will automatically switch to the native format of the movie, video, or TV show when playback begins.
          • Note:
            • Due to video mode changes by your TV, the picture may flash to black when starting and stopping playback. These video mode changes may occur more often with channels that automatically play video content when browsing the channel interface.
            • The auto-adjust display refresh rate setting is not available for content on some channels such as Netflix or Hulu. When enabled, titles on these channels will output at the same refresh rate.
        • Disabled – Your Roku player will output ALL content at 60fps.

      For more information, you can visit this support article on How to change the display refresh rate to match the native format of each movie, video or TV show

      We hope you find this information useful, and let us know if you have further concerns or inquries.

      Best wishes,
      Kash

      • Thecapitan1981's avatar
        Thecapitan1981
        Binge Watcher
        11 months ago

        As you can see from my original post I have done exactly this and the movies are still being displayed in 60 fps. I was not having this issue prior to 10/18. Seems like I am not the only person that has experienced this loss of functionality. Roku support needs to look into this

  • hauptmM3's avatar
    hauptmM3
    Binge Watcher
    11 months ago

    Stumbled upon this thread....so, following closely.

    Having the same issue. I thought it was my network/internet connection even though the Roku reports connection speed of 93 meg with every test. After testing my network, thoroughly, found nothing wrong.

    Roku Ultra overall feels 'sluggish' and is clearly dropping frames. I can visually see the picture 'skip'. It's quite noticeable. Also, the video cut-out yesterday yet audio kept going. Had to reboot to fix that problem.

    Issues are quite recent over the past few days. Roku Ultra had been rock solid for years.

    All software versions are the same as the other posters.

    btw...Roku Ultra is only connected to the TV (LG OLED55C9PUA) via a high-speed HDMI cable and is hardwired to my network. No other devices are 'in the middle'.

    Hope Roku makes an update available soon.

    • Thecapitan1981's avatar
      Thecapitan1981
      Binge Watcher
      11 months ago

      Yes I’ve had the same issue also regarding video cutting out. Sounds like most recent update introduced many bugs. Agree that Roku ultra used to work great. Not so much anymore. Would seriously consider switching to another steamer at this point if this issue persists

    • hauptmM3's avatar
      hauptmM3
      Binge Watcher
      11 months ago

      Here's my information. 

      Also, was watching Dolby Digital show on Netflix last night....awful. I could see the resolution changing as the show progressed. The 'Mrs' even commented.

       

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        11 months ago

        Thanks for posting here in the Roku Community, hauptmM3!

        We are truly grateful that you have cooperated in this matter and provided all the necessary information for this investigation. 

        We can assure you that this will be forwarded to the relevant team to look closer into it further. Thank you for your kind understanding as we work to resolve the issue. 

        Let us know if there's anything else we can do to assist you further. 

        All the best,
        Emman

  • NicoliMossy's avatar
    NicoliMossy
    Newbie
    8 months ago

    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.

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      8 months ago

      Hi NicoliMossy,

      Welcome to the Roku Community!

      Thank you for letting us know you're still having an issue with 24 FPS which is not working on Prime Video. Our Roku team is aware of the issue. Please provide the details mentioned above for further assistance.

      We look forward to your response. Thanks

      The Roku Community Team.

    • Lighthouse3D's avatar
      Lighthouse3D
      Newbie
      8 months ago

      It's working but there's still stuttering every now and then like how it used to be, Netflix is the only app that'll do 24 and still stutter like it's 3:2 pulldown but it's painfully obvious 

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        8 months ago

        Hi Lighthouse3D,

        Welcome to the Roku Community!

        We're aware of this issue, and our Roku team is working on this. To help us investigate the issue further please provide us with the following:

        • Roku device model, serial number, device ID, and Software Version and buid. (these can all be found in Settings > System > About)
        • Tracker ID (press the Home button five times, followed by the Back button five times)
        • Channel build version (highlight the channel and press the star (*) button of your Roku remote)

        We look forward to your update.

         

        Thanks!

        The Roku Community Team