Solving playback issues

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AM4K
Level 7

Roku Express 4K+ Not always getting 4K

HBO Max gets 4K streams which is obvious from the image and data consumption.

Netflix is not always getting it. The image looks good, but might just be upsampled. My usual way to be sure I am getting 4K is by the data consumption and the last movie I watched only consumed aroun 4-5GB for 2 hours. Usually 4K content through my TV is 6-11GB an hour.

Why would I not get 4K streams all the time? My display is set to 4K UHD HDR and the Roku checks are all Green confirming my HDMI can receive 4K/HDR at 60fps. My network is always checking out at 40+mbps over WiFi.

NOTE: I also have "auto-adjust display refresh rate" set to on because the image was jerky

I would love a way to check the stream - is there one?

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makaiguy
Community Streaming Expert

Re: Roku Express 4K+ Not always getting 4K

@AM4K-

Are you sure Netflix is sending all these programs in 4K in the first place?  When browsing Netflix with a 4K Netflix account those programs that are 4K are marked with an "Ultra HD" logo.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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AM4K
Level 7

Re: Roku Express 4K+ Not always getting 4K

Yes, definitely. It describes the film I refer to as "Ultra HD 4K" while browsing on the Roku and when browsing with my TV.

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AM4K
Level 7

Re: Roku Express 4K+ Not always getting 4K

I may have jumped the gun somewhat. I just played 30 mins on my TV and monitored the data usage and even through my TV (Ethernet connected) it only consumed 1.6GB, so my understanding is not as good as I thought. However in directly comparing the two sources (after the 30 mins) I can see that the Roku is very jerky and much less vivid in color. So I may well return it anyway. It is disappointing since I have enjoyed my HD Roku's of which I have two.

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makaiguy
Community Streaming Expert

Re: Roku Express 4K+ Not always getting 4K

@AM4K-

Netflix is one of the channels that uses adaptive bandwidth (don't know if the their actual term) that adjusts the quality of the image it sends depending on the quality of the net connections it detects between its servers and yours.

Sometimes re-establishing your Roku's net connection can make a world of difference. This has always worked for me to re-establish my net connection when it has been lost or not performing well:

  • Restart your router (even if other devices have no problem finding and connecting). Sometimes that's all it takes, if not keep going.
  • Restart the Roku to clear its memory via Settings > System > System restart (for Roku TV it's Settings > System > Power > System restart). Again sometimes that's all it takes, if not keep going.
  • Find and connect to your network via Settings> Network > Set up connection

If that doesn't fix it, try disconnecting the power to your Roku for a few seconds.  When it comes back up, see if you then can set up the network connection.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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AM4K
Level 7

Re: Roku Express 4K+ Not always getting 4K

Thanks for these suggestions. I am pretty sure it is not to do with the network since if I switch from Netflix to Prime or HBO then it works without jerkiness and consumes lots of data (so why would only Netflix think there is a network problem?). I feel that points to the Netflix App on this device having issues maybe?

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