Solving playback issues

[tigrzeye]

When I start a Disney+ program, movie or series, it will randomly lock up my Roku Ultra. My TV shows a black screen and a message that no signal is present. Only way to continue is to restart/power cycle the Roku Ultra by pulling the power cord and then reinserting. Once rebooted I can play the same title without problem.

I tried deleting and reinstalling Disney+ app - no change

Turning off all TV connected devices and checked that all HDMI cables are connected properly.

Restarting all devices. 

None of the above corrected the problem

I then bought and installed a new Roku Ultra. Problem still continued.

TV - A80J

Roku - Roku Ultra

AVR - Sony STR-AN1000

Roku connected to TV HDMI 1

AVR to HDMI eArc port HDMI 3

Sony BluRay player to HDMI 2

I have rechecked every setting I could think of on both TV, Roku, etc. and nothing has corrected the issue.

Issue started out of the blue as it didn't occur in the past. Maybe since latest Roku OS??

Doesn't happen every time when opening a Disney+ title but often enough to be annoying.

Anyone else experiencing this? Any suggestions??

Thanks

[RokuJohnB]

Hi @tigrzeye,

Thank you for posting here in the Roku Community!
We'd love to investigate further this issue that you're having with the Disney+ channel. May we know if this is the only channel that is having an issue? Could you provide us with the software version of your Roku Ultra by going to settings, system, and about?

We look forward to hearing from you soon.

Thanks,

John

[tigrzeye]

Yes it appears only to be Disney+. Sometimes the content plays with no problem. Other times it locks up the Roku Ultra and only way to resolve it is to restart the Roku Ultra. Once restarted the exact same content as I was trying to play works fine. And is intermittent, sometimes it plays first time with no problems.  It happens on different content within Disney+ as well, not just on one Movie title or Series title. 

Roku Ultra 4802X

Software version: 12.5.5 build 4174-C2

As I mentioned in my original post this is a new/replacement Roku Ultra device. The problem existed with my previous Roku Ultra as well, hence why I installed a new Roku Ultra. 

[RokuERey]

@tigrzeye,

Thanks for sharing extra details!

In this case, if you see this happening again, 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 five times, followed by the Back button five times, and provide us with this ID).
• Could you also share with us a video clip of the issue you're seeing?

This will help the concerned team look further into this once we have this information available.

Thanks,
Rey

[tigrzeye]

I will try to get you additional information as it presents itself

However in the meantime it appears that when the HDR Subsampling is set to 4:2:2 it occurs more often. In fact this morning I had to restart the Roku Ultra 3 times and still could not view a video (Daredevil series) on Disney+. Setting the HDR Subsampling back to 4:2:0 allowed me to watch the episode I was trying to watch.

This has happened in the past and at the time manifested as a HDCP handshake issue. Setting the HDR Subsampling to 4:2:0 helped to resolve the issue then and appears to be doing the same now. It went away in the past after an update to the Roku OS and hadn't been a problem until recently. 

Device Model: 4802X - Roku Ultra

Serial number: X01000K2S5UN

Device ID: S0DA23A2S5UN

I don't know that a video clip will provide any other info as my screen simply goes black and my tv displays a message that there is no video signal on the current input. Says to switch to a different input and I think it also suggests resetting the display device on the current input. Restarting the Roku Utra just returns the image on the current input back to the Roku Home OS menu.  

Then I can go to the Disney+ app and most times play the same video I had problems with. Most times but as I said earlier in this reply having the HDR Subsampling set to 4:2:2 would not let me view the content from Disney+ after 3 attempts. I then set it to 4:2:0 and it worked. 

I tried moving the Roku Ultra from my TV's HDMI input 1 (2.0) to HDMI input 4 (2.1) and didn't make a difference.

I will try the routine you suggested and get you the Tracker ID but when this happens the Roku is locked up and doesn't accept any commands from the remote until I power cycle/restart it. Not sure if the Tracker ID would be there after a restart. 

Thanks for any help as this is frustrating and out the money I have paid for a replacement Roku Ultra that apparently was not the problem. 

[tigrzeye]

[RokuJanadeeK]

Thank you for the follow-up, @tigrzeye.

Not to worry, the following information has been gathered and sent to the relevant Roku team for investigation and thorough research. In the meantime, we value your understanding and patience.

Let us know if you have further inquiries regarding this.

All the best,
Janadee