Solving playback issues

[bjedrick]

Finally the error screen stayed on long enough to read it.  It is error 020.  Here is what I could copy:

HDGP (or HDCP error detected

To play this content, all HDMI connections must support high bandwidth digital content.

1.Unplug Roku player from TV.

2.Turn off TV and unplug power cords for Roku player and TV.

3.Reconnect Roku player.

4.Reconnect power cords and turn on TV.

I am at step 3 and my nerves are not good enough to plug the Roku player back in. Have to wait for a neighbor to do it for me tomorrow.

I have not changed hardware since it was first installed in 2021, nor has the network connection changed.  If this does not fix it, does that mean my Roku player has gone bad?

[bjedrick]

This morning I was finally able to get the Roku device plugged back into the HDMI slot, plugged Roku and TV back in, turned on TV and all was fine.

After all this I am convinced that the problem is with the Roku Channel, since I have not had the problem when watching any other channel, and the hardware and network have not changed.  I have used the Roku Channel without problems since 2021, and this problem just started in April of this year.  If it continues on the Roku Channel, I will add more channels and avoid that one in the future.

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Please let me know if you have found what is causing this error 020 and that it has been corrected.  Thanks

[bjedrick]

Sat Apr 12 9:30pm.  Roku channel continues to freeze remotes after 30 min of watching series episode.

[bjedrick]

I was able to watch something on another channel with no problems, so this proves the problem is only with the Roku Channel.

[RokuJohnB]

Hey @bjedrick,

Thanks for letting us know all that you've done! We appreciate the troubleshooting steps you've taken so far.

If the problem continues, try the additional suggestions below:

1. Try a different HDMI input on your TV.
2. If possible, try using a different HDMI cable (less than 6 feet long) to ensure the cable you currently use is free of defects.
3. Your Roku player will be switched directly to your TV using an HDMI switch.
   Note: Not all HDMI switches support HDCP. Check your device, review online documentation, or contact the manufacturer.
4. Try another TV that supports HDCP, if possible.
5. If you use a computer monitor, try a TV that supports HDCP, if possible.
6. Try using different display settings on your Roku player. These settings are under Settings > Display type.
7. If you see the "HDCP Error Detected" message or purple screen for the first time after setting up your Roku player, ensure your TV  supports HDCP. 

We hope this helps. Keep us posted if the problem persists.

Cheers,
The Roku Community Team

[bjedrick]

Display type is 1080P (automatic) - recommended, and has beenunplug this way since I got Roku in 2021. Nothing has changed, and I have used the Roku channel all this time until problem started in April.

Have found that all I have to do to recover is unplug both the Roku device and TV from power, wait a few minutes, plug then pack in, and wait for the TV to reset.  It comes back to the item I was watching, but not at the point I was at but somewhere near the beginning, then I have to fast forward to get back to where I was.  For example, I was 39 minutes into a 45-min episode, and it brought me back to about 10 minutes into it.

I have also found that I can watch things on other channels for hours with no problem. The problem only occurs on the Roku Channel, so something affecting that channel changed at the start of April 2025

[RokuJohnB]

Thanks for sharing the details, @bjedrick!

We will be glad to investigate this problem further. Can you please provide the following information below?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We look forward to hearing from you soon.

Thanks,
The Roku Community Team

[bjedrick]

Replied to email requesting further information with an email.  Hope you got it.

[bjedrick]

Black screen lockup with error message occurred again.  Now that you have my tracker id, hopefully you can find out why,