Solving playback issues

[Bogey62]

I have been using my two Roku 4800X models for almost a year with zero issues.

Over the past few days I started getting the HDCP error screen with error code 020 on the bedroom TV.

The unit also started telling me it can't output to 1080p and falls back to 720p!!!

I have already followed the troubleshooting section several times. It fixes the issue for a few shows and then it pops up again.

This is ridiculous. I'm not going to disconnect everything several times a day!

I have swapped out the HDMI cable for two different ones and I have tried both HDMI ports on the TV. I even swapped Roku units from the livingroom to the bedroom. Same annoying issue!

The units will also go to the screensaver for a while, but after a certain amount of time they completely shut off.

Also, when I first turn the TV on, the Roku used to be already on, but now it's powered off and the TV has no signal until the Roku powers up after I press the button on the remote for a second time. This never happened until recently. The same time as the 020 error is when the power down issues started too.

Model: 4800X - Roku Ultra

Serial: X010009FUS54

Software: 10.5.0 - Build 4191-C2

Device ID: SO2A20AFUS54

Issue ID: 54-438-601

[Troyster]

They won't answer or have a solution.  And there is no on-line support for this model.  The only "fix" is to unplug/plug back in.  Even my first generation ROKU still works well; problem is some apps are no longer supported.  No help here 😞

[utelore]

Roku is now horrid, no one is willing to help with the HDCP errors

[utelore]

Time to dump the Roku and move to Amazon product

[bobcat1]

I thought I had fixed my problem buying a 4k-8k HDMI cable. I posted the cure a while back. well guess what last night while watching Netflix "Squid Games" up pops HDCP error for about 3 seconds. Then again after about 5 minutes for about 10 seconds. ROKU can you PLEASE fix this annoying issue or at least advise all of us with a product that works with Dolby Vision and Dolby Atmos!! I have 4 ROKUS and only the latest 4800x is a problem.(once again Roku 4800x hard wired(ethernet ) LG oled C-8 TV Denon AVR X3500H .the following info for Roku

4800x , Software 10.10.10 serial# X01000VAEXJA Build 4209-C2 ID Z02A215AEXJA  PLEASE FIX!!

[loisdeboid]

No, but I am seeing them on my model 4800X Ultra as of about 4 days ago. However, when I press the > button (or any button, I think), it goes to the home screen and works just fine. Device ID 502A213GGXEO, Software version 10.5.0 build 4198-C2. 

[Whitefalcon]

I just bought the Roku Ultra and have a half smart 2012 Vizio flat screen with HDMI. I got Roku setup and installed fine. Home screen came up, connected my subscriptions then went to play Netflix and as soon as I hit the enter button to ploy a series episode the 020 error screen comes up. I tried the unplug everything and it worked...Until I shut off the TV and went back later on. Roku boots up fine but when I tap on content to watch the 020 screen appears until I repeat the unplug/plug back in process. Am I doomed to have to do this every time I want to watcha show? Please tell me you have a fix or patch. Not a great experience trying to cut the cable cord. Please help. Thank you....

[Troyster]

Nothing works.  I bought 3 to upgrade my first generation Rokus (which worked without fail) because they no longer supported some apps.  Of the 3, only one works on a 10 year old SONY.

[silkenstrand]

My TV is only 3 yrs old. Good luck getting any help from Roku on this too. They don't care, they already have our money.

[RokuIrene-S]

Hi @Whitefalcon @Troyster @silkenstrand

Thanks for the post.
We would be more than happy to look further into this issue for you.
Can you please provide us with 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 by 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)
• steps to reproduce the issue you are seeing

Once we have this information, we will pass it along to the appropriate team to investigate further.

All the best,
Irene