Solving playback issues

[tcluster]

I replaced my Roku 4400X with a 4850X because the old unit couldn't process the new PBS app.  I used the same wiring that I had in place for the old unit.  The TV is a Samsung 55 inch class OLED 4K S90C series Quantum HDR bought in February of this year.  The new Roku was installed on Oct. 17 - today is Oct. 25, nine days later.  In that period the video has failed twice.  I didn't get the message number, but it was something about the HDMI connection.  Basically it said to shut everything off and re-establish the hardware connections and then turn everything back on.  The first time I did this and it solved the problem.  I figured that when I installed the new Roku and moved the TV, maybe a connection was made less tight.  The second time this happened I knew that nothing had been moved, so all I did was disconnect the Roku from its power source and then re-connected it, so that it would reboot.  This solved the problem as well.  I NEVER had this problem with the old Roku.  What's the problem?  Is the new Roku more sensitive?  But if nothing has been moved physically, why should it fail?  Do I need to get a replacement for the new unit?  Please explain what's going on.

[lmacmil2]

Was it an HDCP error? Did the error message fill the screen but the audio continued? I started getting those when I replaced my 4660 and Samsung KS8000 with a 4802 and LG C3.  Both setups connect the Roku to the TV through a Denon AVR.  None of the suggested remedies work but the errors are infrequent so I am living with them.  If I  run the  roku directly into the TV and get the audio through the AVR via the eARC port, I don't get the error.

[dmurph]

I returned my 4850 ... HDCP errors I fought right out of the box, then the volume levels were significantly lower (like 70-80%) than the 4660 I was using before. 

With using the same cables I could plug the 4660 back in and everything worked perfectly. I'm really surprised they released the 4850 with so many issues.

[RokuEmmanuel-D]

Hi, Community Users, 

Thanks for posting here in the Roku Community!

We sincerely appreciate your effort to inform us about the issue you have encountered with the new Roku Ultra and we are here to sort this thing out for you. 

Could you please let us know more about...

• Are you experiencing these audio and video issues across all channels?
• If this is an HDCP error, could you please provide a photo of it?
• We would also like to request a short video clip of the incident.

In the meantime, we highly encourage everyone to please provide their device information below:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (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)

By providing all these details, we will be one step ahead in resolving this issue. 

All the best,
Emman

[tcluster]

I returned the old Roku because it was within 30 days.  I started using the new Roku on Nov. 10 (3 days ago) and tonight I had this problem.  I was on the home screen (the one where all the channels you have are displayed) and it started going dark every few seconds.  It would go dark, then it would come back, over and over again.  It never came up with any kind of error message.  I followed your instructions and got the Tracker ID and I took a picture of the screen.  It contains not only the Tracker ID but also the other information you asked for (Roku device model, serial number, device ID, and OS version).  Here it is:

[tcluster]

I failed to mention that I rebooted the Roku and the problem was fixed, but of course it will happen again.  I hope you can tell me what's wrong.

[RokuEmmanuel-D]

Thanks for the update, @tcluster!

We appreciate you for keeping us posted and for providing all the details necessary for this investigation. Rest assured that we'll look closely into this to determine the root cause of the problem. 

We'll let you know if there is any progress on this matter. 

Regards,
Emman