Solving playback issues

[Tk44]

Currently bought new #2024RokuUltra and having issues with Roku identifying any type of Dolby Atmos, Dolby vision, HDR content. I have LG 65CX TV playing Roku through back of TV 4K 120 Hz port and my LG SN9YG soundbar plugged into earc port with HDMI cable. Prior to upgrading, I had the 2022 Roku Ultra and had no issues, the Roku player identified all HDR formats, Dolby vision formats, and Dolby Atmos content. Roku support keeps blaming apps but I bypassed the Roku to play LG TV only through those same apps and content works just fine. I have tried factory reset, changed HDMI cables, enabled deep color format, even turned off volume level. Still nothing. Back to force always on double vision or HDR but can never get Dolby Atmos no matter what settings I try. I've tried these on two different 2024 Roku Ultra models. Roku support also said they would follow up but never did. 

[lmacmil2]

You might get more help on the Roku section of AVSForum.com.

[RokuTakashi]

Hi, @Tk44 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with your Roku Ultra, and our team would like to gather more details regarding this so we can assist further. Can you please provide the information below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Is this issue happening to a specific channel? If so, can you provide the channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

We hope to hear back from you along with the requested details.

Best wishes,
Kash

[StreamerUser]

@Tk44 

Latest 4850 firmware version as of 10/15/25 is 14.0.4 build 12222 - update to this build if you haven't already.

Latest CX firmware version as of 7/11/24 is 04.50.90 - update to that version if you haven't already.

Otherwise change/verify the following settings:

4850 Settings:

1) Settings/System/Advanced System Settings/Advanced Display Settings/Dolby Vision Always on = Off

2) Settings/Display Type = Automatic (4K Dolby Vision)

3) Setting/Audio/Digital output format = Passthrough

4) During playback (any app) Options (*)/Sound Settings/Customize Sound Mode/Volume Leveling & Dialog Enhancement = Off

LG CX Settings:

1)  Settings/General/External Devices/HDMI Settings/HDMI Deep Color = On/4K

2)  Settings/Sound/Advanced Settings/Digital Sound Output = Pass Through

3) Settings/Sound/Advanced Settings/Select HDMI Input Audio format = Bitstream

4) Settings/Sound/Advanced Settings/eARC support = On

Otherwise try

1)  A different HDMI port on the CX, or connecting the 4850 to the SB.

2) Turning everything off for a few minutes and back on, and see if that gets different results.

[Tk44]

Attempted all items, nothing worked. It's with all apps not one in particular. Also tried all ports. 

[RokuTakashi]

Thanks for keeping us posted, @Tk44 

Please note that we have sent your information to the relevant Roku team for further investigation. They will look into this matter, and we will provide updates in this thread as soon as we have more information.

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

[HawkInOz]

Just curious, how is 14.0.4 build 12222 later/newer than 14.0.4 build 12900 (which is what my 4850X upgraded to upon initial installation?  That seems counterintuitive, as 12900 is clearly a larger number than 12222... Mine is showing this "upgrade" is available for download, but it sure appears to be a "downgrade".  Not sure I want to take a chance "upgrading" to a lower version number...

[waytogo0903]

Hi,

Have you been able to receive the help you requested? 

I have the 2024 Roku, 14.0.4 OS, a Sony STR-790 receiver - using the configuration 5.1.2.  I can get Atmos using my DVD player, but no longer with my Roku, e.g., Prime Video - Atmos (and yes, I pay the extra $3.00).  The best I get is DSUR (when setting up this new one the default was PCM which is 5.1. but I forced the A.F.D as I had the 2022 model which defaulted to Atmos).

I'm not sure this makes sense, but clearly the input from my DVD player and my Roku and not in sync.

[StreamerUser]

@waytogo0903 

Probably better to create a new topic...

Both the 4802 (Ultra 2022) and the 4850 (Ultra 2024) default to Digital output format = Auto (not Passthrough) in all RokuOS versions/builds, which automatically transcodes all non-DTS audio output to the highest detected Dolby level of the connected device.

Depending on the EDID, this could be DMAT/Atmos (Dolby MAT 2.x PCM/Atmos), DD+/Atmos (EAC3/JOC), DD+ (EAC3), DD (AC3), or PCM.

If you haven't already changed Digital output format = Passthrough you should do so (also disable the sound modes:  During playback Options (*)/Sound Settings/Customize Sound Modes = Off)

Otherwise:

1) If you havent already rebooted the entire HDMI chain (from total AC power off for at least 3 minutes) you should do so, 

2) Try directly connecting your 4802/4850 to the TV (and use ARC/eARC back to your AVR for audio, including Atmos) and see if that gets different results.

[VegasRooted]

Same issue here, with the new 2024 Ultra  4850x...I bought five of these, and was planning to replace my five Ultra 4800x units with them.  So...with the exact same setup (paired with Sony Bravia 90L series TV and Sony Bravia Theater Bar 8), I cannot get the 4850x to output or pass-through anything more than 2.0 channel audio.  Tried every combination of settings  on the Roku, the TV, and the soundbar. Finally, I subbed the 4800x back in, and all is well again, Dolby Atmos all day long.  So frustrating.