Solving playback issues

[BlazeyGal]

Ever since my Streaming Stick 4K updated to OS 12 (build 4175-CU) I get the HDCP error when I try watching any video content. I can navigate to any of my apps like Disney+, YouTube, and Amazon Prime, but as soon as I click play on any show or clip the black screen pops up complaining about the HDCP.

I've checked all my cables, I've swapped cables, I've plugged the Roku directly into the TV, I've power cycled the TV and Roku stick a hundred times, and I've even tried to reset my Roku. Nothing works and this all started with the update. 

[RokuNimfa-C]

Hi @BlazeyGal, 

Thanks for reporting to us the problem you are seeing with your Roku Streaming Stick 4K. 

To clarify, you are powering the Roku device on the USB port of the TV. If that is the case, in some instances, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

To help you further troubleshoot, visit our support page: Fix an HDCP error

If you are still experiencing an issue, can you please provide us with more details? Can you please provide us with the following information:

• what devices are you using in your home set up 
• do you have an AVR connected
• have you tried using another HDMI port on your TV
• are you experiencing the same issue if you plug in the Roku device to another TV

With more detailed information, we will be able to assist you further. We look forward to hearing back from you.

Regards, 
Nimfa

[BlazeyGal]

Hi @RokuNimfa-C 

I'm powering the roku stick via the wall outlet. I haven't had any problems since I got this Roku Stick back in November. The only thing that changed was the update to OS 12.

I'm just using an old View Sonic TV (2009), so it only has 1 HDMI port. As I stated in my last message I had the Roku plugged into an HDMI switch, but that gaves me an HDCP error and I tested the Roku plugged in directly into the TV, which also gives me that error. I do not have another TV to test this on.

Is there anyway to roll back the update on my Roku? 

[RokuNimfa-C]

@BlazeyGal 

Thanks for following up along with the additional information. 

I have passed along your concerns to the appropriate Roku team to investigate further. Once more information is available, we'll be sure to update this Community thread.

We appreciate your patience and understanding as we work toward a resolution.


Regards, 
Nimfa

[alpswiss]

Been a ROKU user for about 6 or 7 years.

Glitches here and there, but nothing too terrible.

Upgraded to ROKU ULTRA this past January. Big mistake.

Intermittent HDCP error messages OR intermittent picture freezing whenever fast-forwarding/rewinding - REGARDLESS of the app. Besides, when turning the (7-year-old) TV on, it'd ALWAYS go through a hard reboot when connected to the ROKU.

Checked the forums, here and elsewhere, tried everything to resolve the issue once and for all: Unplugging everything, trying new HDMI cables, using other HDMI outlets, resetting the wifi connection, changing ROKU settings, changing TV settings, exercising more often. 

Nothing.

The only way to solve the HDCP/frozen pic issues as they happened: Unplugging ROKU for a few seconds. EACH TIME. EVERY SINGLE DAY.

But no permanent solution.

Since ROKU's latest software update - 12.0, a few days ago - things went from frustrating to infuriating.

No matter how many times the ROKU, the TV, the fridge, the dishwasher, etc. are rebooted, unplugged, replugged, disconnected, reconnected, NOTHING HELPS. Either we get the HDCP screen of death or the pic-freeze. EVERY APP, including the ROKU TV app.

All of which, by the way, now take literally MINUTES to load. WHEN they load. All too often, ROKU crashes when trying to open an app. And then it goes through the rebooting process that now takes about 3 times longer than before.

Only solution? Apparently to get either an Apple or an Amazon streaming device.

Lamentable, as when ROKU worked, it worked really well. Too bad it was so faulty from the get-go and now it's just no longer working. At all.

[RokuMary-F]

Hi @alpswiss,

Welcome to the Roku Community!

We understand that you are getting an HDCP error message after the latest OS update and we apologized if you are having this issue.

Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• 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, and provide us with this ID)
• steps to reproduce the issue you are seeing

Once we have this information, I'll be able to pass it along to our Support team who can investigate further.
 

Best regards,
Mary

[alpswiss]

Already submitted the ID via chat.

Pointless at this stage, as the ROKU ULTRA has become unusable and who knows when software patch will come out.

Next week? Next month? Next year?

[RokuNimfa-C]

Hi @alpswiss, 

Thanks for your post. 

We apologize to hear about your experience. Our support team is working closely with the problem reported. We would recommend continuing to work with them to resolve the issue you are experiencing as they would be best able to assist you moving forward. 

Please let us know if there is anything else we can assist you with.


Regards, 
Nimfa

[alpswiss]

What do you mean "work with them"?

I assume they already have the information reported via the "chat."

How would I "work with them" at this stage?

It's impossible to contact anyone at ROKU except via chat. Or this forum.

[RokuDanny-R]

Hi @alpswiss 

Thanks for the follow up regarding the issue you are experiencing.

Please be aware that we are currently investigating the issue you are reporting. If you can provide the information that we previously requested, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny