Solving playback issues

[EghDragon]

I found that after 8 months of use, the Roku Ultra 4800X starts failing with a HDCP error when the Advanced system settings->Advanced display settings->HDR subsampling set to 4.2.0(30bit). If the setting is 4,2.2(24bit), the HDCP error does not occur. This appears to be a device issue that needs to be addressed. 

[RokuTakashi · Accepted solution]

Hi, @EghDragon

Thanks for posting here in the Roku Community.

We understand the issue you have encountered with your Roku Ultra that has an HDCP Error when setting its display to a particular rate, and we're here to assist. 

If you see the "HDCP Error Detected" message or purple screen when you are specifically trying to stream 4K UHD or HDR content on your Roku player, you should review the instructions and requirements for:

• Setting up your player for 4K UHD
• Setting up your player for HDR

If you see either error screen when attempting to watch any content on your Roku player, perform the following set of steps to help resolve the issue.

1. On both your Roku player and TV, AVR, or soundbar, unplug each end of the HDMI cable.
2. Power off your TV, AVR, or soundbar, and unplug its power cord.
3. Remove the power cord from your Roku player.
4. Reconnect both ends of the HDMI cable, making sure each connector is attached firmly and securely.
5. Reconnect the power cord to your TV, AVR, or soundbar, and your Roku player and wait for both devices to power on (you may also need to press the power button on your TV, AVR, or soundbar remote).
6. Try viewing the content again.

If the issue continues after attempting the instructions above, try the additional suggestions below.

• Try a different HDMI input on your TV, AVR, or soundbar.
• Try using a different HDMI cable (less than 6 feet if available), just to make sure the cable you are currently using does not have any defects.
• If you are using an HDMI switch, AVR, or soundbar, try connecting your Roku player directly to your TV.
  • Note: Not all HDMI switches support HDCP. To check your device, review online documentation, or contact the manufacturer for more information.
• Try another TV that supports HDCP, if possible.
• If you are using a computer monitor, try using a TV that supports HDCP, if possible.
• Try using different display settings on your Roku player. You can find these settings under Settings > Display type.
• If you are seeing the "HDCP Error Detected" message or purple screen for the first time after setting up your Roku player, ensure that your TV and/or AVR or soundbar supports HDCP. Review online documentation for each device, or contact the equipment manufacturer for more information.

For more information, you can visit this support article to be guided on What to do if you see an “HDCP Error Detected” message or a purple screen

Hope this helps, and let us know if you have further concerns or inquiries.

Best wishes,
Kash

[EghDragon]

As I indicated several times and has been indicated by numerous other people, none of your suggestions that have been tried by all of us fix the issue.  The issue is either with the Roku software for the device or a defective component in the Roku Ultra that prevents playback of 4K HDR content.  A RESTART of the Roku Ultra is the only fix and only last until the app playing the 4K HDR content is active.  Once the app is exited, the next time an app with 4K HDR content is activated, the HDCP error occurs.

[lmacmil2]

I'm having the same issues with my recently acquired (refurbished direct from Roku) 4802.  I've done the troubleshooting steps and it did not fix the problem.  I never had this issue with my 4660 going through the same Denon AVR but with an older (4k) Samsung instead of an LG C3.  I'm going to reconnect the 4660 and see if that fixes the problem.  I'll lose DV capability but I can always use the TV built-in apps for that.  I only have DV with Apple TV+ since I don't have the top tier Netflix or Prime applications so that will be my workaround.  Very disappointing.  FWIW, I get the HDCP error whether the display setting is 4.2.0 or 4.2.2.

[lmacmil2]

Today I turned off frame rate matching and watched a few minutes of 3 HDR programs on 3 different streaming services and did not get the HDCP error.  Previously I would generally get that error within a minute of starting an HDR or DV program.  Too soon to declare this the fix but I'm hopeful.

[jwcosta]

did this resolve the issue?   this is so frustrating. and all ROKU support keeps doing is rehashing the same instructions that don't fix the problem. 

[lmacmil2]

I don't know yet.  I didn't watch any HDR programs via the Roku yesterday.  I am on the verge of just using the LG native apps for HDR programs and relegating the Roku to SDR content and channels LG doesn't have (e.g., PBS Passport and Kanopy.)  According to the folks on AVS Forum, turning off FRM is a well-known fix for eliminating HDCP errors with the Roku.

[EghDragon]

I have FRM off and still get HDCP errors with HDR content.

[lmacmil2]

Last night I was watching a show on the PBS app which only streams in HD.  I had FRM on.  I got 3 HDCP errors in about 15 minutes.  

[jwcosta]

did you try turning it off and then evaluating?