Solving playback issues

[FadedMaster]

I am experiencing frequent HDCP errors with all apps.

Model: 3820X

Device ID: S08Y428VL8GM

Software Version: 12.0.0 build 4184-CU

GC version: 9.2.45

Issue ID GM-195-396

This issue can be reproduced by simply normally using the device. It happens at least once a day. Usually rebooting the Roku through the menu resolves the issue. Sometimes a reboot isn't enough and the device has to be power cycled. The device is powered through the included wall adapter with the included USB cable and plugged directly into the TV (Samsung S95B). I have tried multiple USB ports and same issue.

This issue has been going on since we got the device, but has drastically gotten worse about a month ago or so? It went from maybe a weekly issue to daily, sometimes multiple times per day.

[RokuMary-F]

Hi @FadedMaster,

Thanks for posting in the Roku Community!

We understand that you are getting an HDCP error with your Roku device and we appreciate all the troubleshooting steps you've done so far. We will work with you to know what went wrong so we can assist you further and fix the issue.

A purple screen or HDCP error happens when there is a problem with the physical connection or communication between your Roku and TV. 

In order to resolve this we recommend to please refer to the support article here for additional troubleshooting steps: What to do if you see an “HDCP Error Detected” message or a purple screen | Official Roku Support

If the steps provided by the Support page still aren't helping, please reply back and we will be able to assist you further.


Best regards,
Mary

[FadedMaster]

As mentioned in my original post, those steps have been tried and do temporarily resolve the issue. However the true problem is that the HDCP errors return sometimes within the same day but at least within 24 hours.

[RokuMary-F]

Hi @FadedMaster.

Thanks for keeping in touch and providing the additional information.

We're sorry if you are having this issue. Please be advised that a member of our Support team will reach out to you via email to assist you. Please let the Support team know if you have any other questions so they can assist you further and provide a resolution to this issue.

Please let us know if there are other related issues that we can further take a look at.


Best regards,
Mary

[RTA44]

Did direct contact with "Support Team" resolve your issue?