Solving playback issues

[TxMex81]

Dolby Vision (DV) does not work with the Roku Ultra (4802X) and Hisense 55H9G TV. The Roku HDMI input is set to "HDMI 2.0 Enhanced format" and the Roku display type is set to "4K Dolby Vision HDR TV". Even when I switch to the Roku input, I briefly see the "Dolby Vision" logo in the upper right corner. The Roku appears to detect 4K Dolby Vision, however, none of the Roku apps (Netflix, Prime, Disney+, HBO Max) will play Dolby Vision content. Instead, it is only played in 4K HDR. Interestingly, Dolby Atmos does work.

When bypassing the Roku and using the TV apps, Dolby Vision works fine. 

Has anyone experienced this issue? 

Attached is the signal information when playing "The Batman" on HBO Max (with Roku and with TV app). The codec for the TV app is "HEVC_DV" and the codec when using the Roku is "None".TV AppRoku

[RokuDanny-R]

@TxMex81

Thanks for the post.

We would be more than happy to look further into this issue for you, but will need more details. Can you please provide us the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
• tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
• steps to reproduce the issue you are seeing 
• when did you start seeing this issue occur
• were you previously experiencing this issue

Once we have more details, we will be able to pass it along to the appropriate Roku team to investigate.

Thanks,
Danny