Solving playback issues

[RokuERey]

Greetings Community users

We understand and appreciate your input on this playback issue with the Amazon Prime channel.
We'll also bring this up to the appropriate Roku team for additional investigation and you're help is needed. Please share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• 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
• Can you provide a video or screenshot of the issue you're experiencing?
• Channel version

Once we have this information, we'll be able to forward it to them.

We'll be looking forward to hearing back from you.

Regards,
Rey

[Davedipster]

Rey,

Thanks for the help. 

Issue report tracker

Model: 3820EU2 - Streaming Stick 4K

Serial number: X025004RSJLA (S0JA33CRSJLA)

Software version: 12.5.5 build 4174-E6

GC version: 11.3.24

Timestamp: 2024-04-22T16:12:50Z

Please use issue ID LA-162-252 to report the current issue.

Model

3820EU2 - Streaming Stick 4K

Serial number X025004RSJLA

Software version   12.5.5 build 4174-E6

Uptime   9 hours 1 minute

Roku support

roku.com/support

Device ID S0JA33CRSJLA

Network name removed

IP address removed

Wireless MAC address removed

The Issue is Amazon prime video only, latest version of Amazon app. I have removed it, restarted the stick and re-installed.

Network is testing as 180Mbps on the streaming stick 100% signal, 920Mbps at the router.

The artifacts seem to be random and can be paused, this is a good place in the series to see the artifacts if the tech team want to watch it.

Fallout series 1 episode 5 @ 29 minutes playing in Dolby Vision

I have attached pics.

[RokuERey]

@Davedipster,

Thanks for the update along with the extra details!

I have passed this over to our support team for further investigation. We'll make sure to keep this thread posted on how things going.

Regards,
Rey

[Diggy]

Was this ever resolved?   Prime SUCKS on my Roku Ultra. I have to switch to the native Prime app on the TV and avoid the Roku.  

[Davedipster]

Unfortunately not. I have resorted to my TVs app for prime because the Roku is just bad for prime video.

A shame really everything else is great.

[psari49]

I have to say that I have not recently noted the kind of problems with Prime which I observed earlier in the year on our Roku Ultra. We've recently been watching Rings of Power, which has lots of action, and have not seen the kind of pixelation that we did in a couple of DC movies back then in the spring. It's really hard to know if something is up when problems are so intermittent.

[psari49]

I should add, off topic I know so the moderator may boot this, that I just had to go through an incredibly annoying captcha to get into this Roku Community account and post the above reply. Captcha finally failed and I had to enter a one-time code. Captchas are just out of hand.

[Davedipster]

I watched the clip that I mentioned in the original post, the issues are still clearly visible. The TV app shows no issues and my old fire stick.

Shame really.

[tc5998]

Ran into this issue trying to watch Fallout today. Fuzzy 1080pish on Roku Ultra 2024.

Maybe 15-20% better on LG C3 Prime App. Googled my way to this conversation. 

[RokuEmmanuel-D]

Hi, @tc5998.

Glad to have you join us here in the Roku Community!

Thank you for reaching out to us about this issue. We truly appreciate it and want to help you resolve it as best as we can. 

Could you send a photo of the app's exact behavior? This will help us understand the issue and investigate further. 

In the meantime, you may check out this support article: Issues playing content on your Roku device.

Hopefully, the link provided gets your Roku back up and running. If not, let us know, and we can continue troubleshooting!

Best of luck,
Emman