Solving playback issues

[renojim]

@Pielswheels, don't post your email address in a public forum.  You're just inviting scammers to contact you.

The first thing is to make sure you're using the supplied power adapter and not the TV's USB port even if it worked with the old device.  Beyond that, the usual things to try are a different HDMI input or HDMI cable.

Does the error happen sporadically or only when you first turn on the TV?

[Pielswheels]

Everytime I try and play something. After I get through the menu it had no pic. Yes, using supplied HDMI, tried all ports, unplugged and plugged back in. It's an older tv but was told it should still work 

[RokuMary-F]

Hi @Pielswheels,

Thanks for posting in the Roku Community!

We would recommend trying to perform a manual update on your Roku device to see if you are still experiencing the issue you are reporting.
Instructions to manually update your software:
1. Navigate to Settings
2. Select System
3. Select System update
4. Select Check now

For more information about how to check for a manual update, visit our Support page here: How to update the software on your Roku TV™ or Roku® streaming player | Official Roku Support

Does this clear up the issue you are seeing? Please keep us posted.


Best regards,
Mary

[Pielswheels]

Thanks. Already did that. Now my old Roku won't even work. Same error.

[RokuMary-F]

Hi @Pielswheels,

Thanks for following up.

For clarification, does the manual software update resolve your "HDCP" error with both of your Roku devices?

If it isn't resolved for you, let us know both the device serial number and your software version, found under Home > Settings > System > About.

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[Pielswheels]

Model 3941X

Serial #X01600VFAK1R

Device ID S07P427FAK1R

[RokuMary-F]

Hi @Pielswheels,

Thanks for the info.

Can you also provide the software version of your Roku device/s? 

Please keep us posted with the details.


Best regards,
Mary

[Cupid1031]

YES! And the picture freezes (everywhere) and the audio keeps playing. 😡

Model 3941X Roku express 4k+

Serial X0160004R6D1

Software Version  11.5.0 • build 4225-CR

DEVICE ID S07P21D4R6D1 

It start about 3 days ago ..? I think. It first happened trying to watch a Netflix movie, backed out went back in same, went to another channel paramount plus or plex ? And the picture started freezing while audio keeps going. It became more frequent. Even now in live. I tried the usual gamet of fixes and no change. Today it is every I choose within first few minutes of play. Pretty difficult to use the device. I also switched the HDMI cable from my old plain EXPRESS and did not effect it. I was going to do warranty claim next.

Please FIX asap 

Added: I use YouTube mostly. It usable for audio music playing. Lol 

Right now a news video on YouTube is working fine.

But the picture music playing in video is freezing still. 

DW chanell freezes after ff or pause when resuming play.

Roku live is working fine.

Netflix displayed Hdcp error last night wouldn't play at all. Now it is working properly seems.

Hope that helps.   

Also, paramount+ black screen with audio still playing. 

[Pielswheels]

11.0.0 build 4193-CR

[Pielswheels]

11.5.0.4225