Solving playback issues

[EagleGeek]

System info:

Model: 4800X - Roku Ultra
SN: X010000NGNESU
Software Ver: 11.0.0 * build 4193-C2
Device ID: S02A219GNE5U

Error occurred this time on

Netflix Version 4.2 * build 98079457

Tracker ID: 5U-192-970

[EagleGeek]

More detail:

Configuration:

• Bose Soundbar 900-> Optoma P2 Projector HDMI 1 with ARC
• Roku Ultra 4800X -> Optoma P2 Projector HDMI 2

(I removed the Bose soundbar several times for troubleshooting. Still got HDCP error. I tried connecting the Ultra 4800X into a standard 1080p Vizio TV without a soundbar. I got HDCP error after about 20 min of watching Netflix.)

 I have used the HDMI cable provided by Roku, but have since switched it out with several others trying to solve the problem. I have about 10 cables purchased from different manufacturers trying to solve this problem. Sometimes we will go days between seeing an error, other times 10 -15 minutes.

When do I see the error?

Usually during playback after several shows. Sometimes only 10 minutes into a show. It has never appeared when I first turn on the system. Always after a show has started.

Per recommendation from Roku support, the device is currently set with auto power disabled, and screen type set to 4k HDR (Instead of auto).

The error has happened on YouTube, Disney, and Netflix. For the most recent failure (yesterday) on Netflix, here is some info that might help:

======= ERROR DETAILS for Netflix ======        

Model: 4800X - Roku Ultra
SN: X010000NGNESU
Software Ver: 11.0.0 * build 4193-C2
Device ID: S02A219GNE5U
Netflix Version 4.2 * build 98079457
Show was : The Adam Project. 4k HDR w/Atmos
Roku Error Tracker ID: 5U-192-970

Hope this helps.

[stromdriver]

i tried to do the 5 home 5 back button combo and nothing happened it just went to home screen and made the 'cant do that move' beep for each press

[atc98092]

---

@stromdriver wrote:

i tried to do the 5 home 5 back button combo and nothing happened 

---

You have to do them fairly quickly, with no pauses between presses, and don't hesitate moving to the back button after pressing Home 5 times. Probably no more than 5 seconds for all ten presses. I just tried it on my 4800 and it worked as expected. 

[RokuDanny-R]

@stromdriver @EagleGeek

Thanks for the posts and providing us with your information.

I have passed along the information to the appropriate Roku team to investigate further.

Thanks,
Danny