Solving playback issues

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

As state previously, if you have not already, can you please provide the following information:

-Roku device model
-serial number
-device ID
-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 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along to our Support team who can assist you further.

Thanks,
Danny

[RokuDanny-R]

@Shaun_Fielding

Thanks for the post and providing us with the information that we have requested.

I have passed the information along to the appropriate team to look further into.

Thanks,
Danny

[Khamlet55]

Im getting the same thing and I have tried EVERYTHING. 

Model number3930X

SN:S00820D2DD5C

I have had 2 boxes from almost the very beginning and I did NOT want to spend money to upgrade, so this is beyond irritating...

[Brian20-10]

Express 3930x 10.0.0 build 4209-AE

Device ID S008305LE5JJ

started getting hdmi code error 020 today, I tried different hdmi cables and ports on my tv. When I start streaming on sling tv, the error comes up, I hit sling button on remote and error goes away and comes right back? I also tried netflix and it does the same, help?

[SRC21]

hi, so I’m now having this problem for the first time too and all the recommend unplugging and securing cables didn’t do anything. Here’s the info, please help

-Roku device model : 3930X - Roku Express
-serial number: X00400P8RX11
-device ID: S00820A8RX11
-software OS/version: 10.0.0 + build 4209-AE
-tracker ID when this issue occurs: 11-258-219

[TK414]

Hi Danny,

I got this same error message this morning so I'm reporting the info for your records. I was able to get it working again but the experience is extremely frustrating as I am sure you can imagine. I appreciate any insights you may have on this problem.

Device model 3930X

Serial # X00400D305JR

Device ID S008304305JR

software os/version 10.0.0 build 4209 AE

If it recurs I will try the home 5x/back 5x and see what I can learn from that.

Thanks,

[RokuKariza-D]

Hey everyone!

Thanks for the posts.

We would recommend trying out the troubleshooting steps first available in this Support article: What should I do if I see a “HDCP Error Detected” message or a purple screen?

Keep us updated on how it goes!

All the best,
Kariza

[SRC21]

Already tried that. It did nothing... that’s why I found this thread and shared the info other people were previously told to share. Thanks!

[TK414]

Please see my previous post to which Danny already replied. I have tried the disconnect instructions (same as SRC21) and was returning to this thread to report a RECURRENCE of the event and ADDITIONAL details that moderator Danny had requested in his initial reply.

I realize this is a detailed thread and I'm not sure if my replies go to the correct post but it would be helpful if ROKU staff kept track of who has previously reported what info - I would assume that's why we create account names.

Thanks all

[RokuKariza-D]

Thanks for the response @SRC21 @TK414

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.

Your patience and understanding are greatly appreciated. 

All the best,
Kariza