Solving playback issues

[alpswiss]

Model: 4802X ROKU ULTRA

Serial Number: X01000WH8NE0

Software Version: 12.0.0. - 4181-C2

GC Verson: 9.2.45

Device ID: S0DA227H8NE0

As made clear in my original post, these issues (see below) happen with EVERY app:

1. HDCP error code.
2. Image freezes/sound continues when rewinding/fast-forwarding.
3. Apps take forever to load.
4. ROKU crashes when trying to load apps.

Tracker ID (image freezes/sound continues): E0-179-693

Tracker ID (HDCP error after rebooting ROKU): E0-179-700

[RokuDanny-R]

Hello @alpswiss 

Thanks for the providing us with the requested information.

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

Your patience and understanding in the meantime is much appreciated.

Thanks,
Danny

[Edward1979]

Danny, 

• I am experiencing the same problem as I am reading in the comments and have tried all steps and 2 different HDMI cables, here is my ROKU device information
•  
• Model 3941RW2- ROKU Express 4K+
• Serial # X0220013WWL5 (S0HCK293WWL5)
• Software Versio: 12.0.0 build 4184-E4
• GC version: 9.2.45
• Timestamp: 2023-05-12T16:58:23Z

Issue ID L5-189-658

PLEASE HELP!! Paying for TV I can't watch 🥲🥲

Thanks!

[RokuMary-F]

Hi @Edward1979,

Welcome to the Roku Community!

Thanks for letting us know about the behavior you are seeing with your Roku device. We appreciate you providing the information and we're sorry if you are having this issue.

We'll send this over to the Roku team for investigation. We'll get back to you once an update is available I'll be sure to let the Community know.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

[sevillegas]

Hello Danny, 

We are having the Error 020 as well and I have tried all the fixes but still get the error message. I bought a new HDM cable and it worked for one hour. Then we started getting the error message again. Here are the specs:

Model: 3920X-Roku Premier

TV Resolution: 1080P (automatic)

Serial #: YH0072177132

Device ID: K450C7177132

Software OS/Version: 12.0.0 build 4184-91

Issue started with a blackout about a month ago. Roku *is* connected to a power strip. 

GC version: 9.2.113

Any assistance will be well received! Thank you! 🙂

[RokuMary-F]

Hi @sevillegas,

Welcome to the Roku Community!

Thanks for the post. We understand that you are getting an HDCP error message on your Roku device and we're sorry if you are having this issue.

In addition to the information you have provided, can you please provide the tracker ID when this issue occurs (when you see this issue arise, press the Home button 5 times, followed by the Back button 5 times)?

We look forward to hearing from you and assisting you with your needs as we are committed to finding a solution for this issue. Thank you!


Best regards,
Mary

[sevillegas]

Thanks Mary, please let us know when you get a response and what we need to do. 

[sevillegas]

Oops, sorry, I responded before I read the entire message. I recorded one tracker ID on the 25th. The info was:

32-208-153

Roku Time Stamp: 2023-05-25

13:13:56Z

GC Version: 9.2.113

I have not run it since. Should I?

[RokuMary-F]

Hi @sevillegas,

Thanks for keeping in touch and providing the additional information.

Rest assured that I have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

[sevillegas]

Thanks! Looking forward to you (and their) response. 🙂