Solving playback issues

[SlatsMagnum]

Here are the details for my problem.

Model 4800X - Roku Ultra

Serial Number X01000F3XMV4

Software Version 10.5.0 build 4201-C2

The problem does not occur on a specific channel, and manifests itself on all channels and the home screen.  The issue is persistent and constant since the last software update.  The picture is zoomed in showing only a portion of the content.  Additionally, the Roku shuts itself off now whereas it had not done that before.

The device is connected to a LG 65" 4K TV (Not sure model number, but it's about 4.5 years old).

[SteveHC1]

I have a Roku Ultra 4800X (connected to router via Ethernet and to a relatively older Panasonic plasma set - in fact the last plasma model that Panasonic made) and I find it to be working PERFECTLY with the current Roku OS version for it (10.5.0 build 4201-C2). But yes 10.5 DOES introduce a couple of new OS features etc. and when you upgrade to it it does NOT necessarily preset all of its settings to those that might be most desirable for your particular tv set and your own personal preferences.

To folks having problems herein I recommend all of the following steps to ensure “fool-proof” OS and “channel” updates:

1. Test your Utra remote’s batteries and if/when they have an adequate charge level re-pair the remote to a) your Ultra and then b) to your tv (see Roku’s instructions).

2. Shut your tv off.

3. DISCONNECT THE ULTRA FROM YOUR TV AND LAN but keep it plugged into its AC power source.

4. Do a HARD reset of your Ultra - twice in a row to ensure complete OS reversion (note: see Roku’s instructions for performing this, and note that holding in the Ultra’s reset button with a paper clip longer than instructed to by Roku will NOT harm the device but WILL help ensure a thorough reset)… and be sure to give it plenty of time between the two resets and before proceeding.

5. Reconnect the Ultra to your tv.

6. Turn your tv on. Using your tv’s remote, ensure that it’s set to the HDMI “port” that you have your Ultra plugged into.

7. Re-pair (again) your Ultra’s remote to a) the Ultra and then b) to your tv.

8. Reconnect the Ultra to your LAN and WAIT for it to *fully* reconnect to it. At this point go no further than ensuring that it is now fully connected to your LAN and letting it do whatever it AUTOMATICALLY wants to do AUTOMATICALLY (i.e. without *you* manually entering or doing anything else).

9. Do a HARD *restart* (i.e. disconnect the Ultra from its power source, wait at least 30 seconds, then reconnect the Ultra to its power source and wait for it to FULLY restart and reboot).

10. Using your *TV’s* remote (and/or any relevant buttons on the tv itself as necessary), make sure ALL of your *TV’s* video, audio and power settings are as you would like them to be. Don’t forget to pay attention to any and all of the tv’s settings that pertain to the tv’s being able to control of *devices connected to it* (e.g. the Ultra) and the tv’s own power settings!

11. Log into your Roku account on the Ultra when it presents the opportunity to do so and WAIT for all of your “channels” to repopulate; “scroll” through the list of them to ensure that they’re all there before proceeding.

12. Do a *manually-forced* system software update via Settings. THEN GIVE IT PLENTY OF TIME TO FULLY UPDATE once it has restarted and rebooted (at least one full minute thereafter). THEN FORCE ANOTHER SYSTEM UPDATE, and THEN once it says “All software is up to date” do a “soft” *system RESTART* (via the Settings).

13. Once the Ultra is FULLY restarted and rebooted, perform a *NETWORK reset* on it (Settings->System->Advanced system settings->Network connection reset->Reset connection). GIVE IT PLENTY OF TIME after restarting, rebooting, and entering your network settings as needed - at least one full minute - before proceeding.

14. CAREFULLY GO THROUGH *EACH AND EVERY* SETTING ON THE ULTRA, making sure that EACH AND EVERY ONE OF THEM is *EXACTLY* as you’d like them to be set, keeping in mind the requirements, capabilities and limitations of your particular tv set and how if at all you want your Roku and tv to control and interact with each other. Do *NOT* assume that *ANY* of the Ultra’s settings have already been automatically set appropriately!

15. Finally, get your *TV’s* remote and once more go through each and every one of the tv’s settings to make sure they’re all as they should be given your Roku being the tv’s input source.

Henceforth if you ever find that your Roku’s remote is not doing what you intend it to do, do not hesitate to a) test its batteries and b) re-pair it to your Ultra (and to your tv if need be).

1. Note: HDMI is NOT a foolproof or 100% reliable standard or implementation “in the real world”. Even if your HDMI cable and the Ultra’s and tv’s HDMI connectors are in perfect condition, if your Ultra and tv electronically connect with each other and attempt to display an a/v signal faster than the HDMI circuitry of both of them can correctly and fully recognize each other you are likely to experience all manner of screw-ups… the way to correct that is generally to simply and turn off your tv then turn it back on again while leaving the Ultra itself alone.

[SteveHC1]

1. As you’ve discovered, not all of 10.5’s settings are exactly the same as that of.previous versions’. Just as in all other major upgrades to most other complex digital devices, with each such firmware upgrade one must go through each setting to ensure proper and/or personally desired operability - especially re interaction w/other connected devices.

2. As so many people seem to either forget or not at all ever having been aware of, all modern tv’s and current Roku models have the *intended* ability to interact with and literally control each other’s functionality - and this can be adjusted or even turned off at all 3 points - the Roku, the tv, and/or even the router (!) as one might or might not desire. Consequently, given this increased interaction and interoperability between all things IP, it is now more important than ever before to THOROUGHLY understand, pay attention to and “tweak” most ALL settings on most ALL modern digital devices. Tedious but true…

[jontalk]

Good points. That said, last night for some odd reason, Close Captioning was turned 'on' when I watched a film on the Kanopy channel. At first I thought it was the content, so I paused and checked settings.

Have you noticed in audio settings that the list of Dolby formats available in the AVR beneath the pass through and Auto settings shows only Atmos and DTS. Mine supports all formats and in the previous version they were listed.

In addition, after booting up, the 10.0 firmware would boot to the last channel watched but 10.5 boots to the HOME button on the far left, identical to doing a restart. Do these fit with the points you're making? Thanks

[RichCea]

Downgrading my Ultra and TCL TV from 10.5 fixed the problems I was having with both. Thanks Roku for providing that option.

I had purchased a new Chromecast in the meantime. I much prefer the Roku, so it is great to have it working again.

But, if I had to do a 15 step process on two devices just to get it to maybe work, I would go back to the Chromecast.

[jontalk]

Danny

I own a Roku Ultra 4800R, S/N X01000YC7LRJ, that was registered new on 3/21/2021. Firmware version 10.5.4201 C-2 (latest version in the SF Bay area). 

Unlike the others I only experienced the zoom issue once, though the audio is VERY disappointing  especially on the HBO Max; its so distorted the only way to make out dialog is by turning the volume up. The other oddity is the changed the Audio settings for HDMI. In version 10.0, I could select either Auto or Passthrough and next to them would be a list of the surround formats the AVR supported. But with 10.5, it shows ONLY Dolby Atmos or DTS, so it makes me wonder whether the distortion is connected to it.

Additionally, I logged into the Kanopy channel to watch a film and for some odd reason, CC was turned on when I had set it to off so I had to manually reset it again. Never experienced that with 10.0 firmware

With all of the posts, it seems obvious this is one of the buggiest updates released. 

[SlatsMagnum]

Just updated software to build 4208.  This did not fix the resolution issue.  Good to see something happening though…

[jontalk]

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@SlatsMagnum wrote:

Just updated software to build 4208.  This did not fix the resolution issue.  Good to see something happening though…

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Yep..my 4800R updated to 4208 last night as well. Unlike others, the only major issues are audio quality and performance on HBO and Peacock channels which are still laggy though its likely tied to data centers rather than the firmware. Regardless, its good to see Roku taking action! 

[Cyberclaw]

For anyone else who runs across this thread, THIS is the solution to the display issues caused by the 10.5 update.  After disabling the "power off after 20 minutes" setting, which was apparently added by the 10.5 update, my 4800x Ultra works great again!

[jontalk]

Out of curiosity, did you get the 4208 build installed? And if so, do you still have to disable the power setting? My 4800 hasn't suffered with the problem though the audio could definitely be improved