Solving playback issues

[mtb5577]

Hey everyone just looking for some advice. Lately I've been having an issue with the HDR on my 4k Dolby Vision roku streaming stick model. I've tried 2 different HDMI ports and my TV is a Vizio m series 2019 M507. Technically the first issue is the automatic setting is only 1080p dolby vision so I have to manually set to dolby vision. This should not be the case with my TV. Even so both hdmi ports are 2.2 capable and this issue has only been recently but when playing dolby vision content it keeps only displaying HDR10. When I did a factory reset it was fine for a couple days for example a couple days back watched Antman Quantimania in Dolby Vision on Disney plus. Now it's back to doing hdr 10 only. Thanks!

[RokuArvyS]

Hi @mtb5577

A warm welcome to the Roku Community!

We understand that you're experiencing an issue with the HDR on my 4K Dolby Vision Roku streaming stick model.

We need to gather information on your Roku device for us to investigate the issue. 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, and provide us with this ID).
• Steps to reproduce the issue you are seeing
• Can you provide us with a specific title when you see the issue occur?
• Can you send us a screenshot of the issue you're experiencing?

Once we have this information, we will be able to investigate the issue further.

Keep us posted,
Arvy

[Genryu]

If this is happening on Amazon Prime as well, it's because Dolby Vision on the Roku Prime app has been broken for months. EDIT: It now appears that Amazon Prime on Roku has been fixed. If you are still having this issue, perhaps redo the setup for your AV receiver, and/or try a different HDMI cable.