Solving playback issues

[jamonbread]

I just upgraded from a 4k NowTv box (re-badged roku 4k prem) to the new UK roku Express 4k model.

While hdr worked on my previous 4k NowTv box for Netflix, on the roku Express 4k it works with amazon, and works with YouTube but with one issue when enabled on both prime and YT. With YouTube and prime it works, but part of the image gets pushed off the screen after hdr enables. 

I have the output set to 4k hdr on the roku but there's no option to select between 30/60 like on my now TV box, but my display is reporting 60hz and 60hz YouTube videos look like high framerate. 

I've tried changing colour down from 4.2.2 to 4.2.0 but it makes no difference. 

I'm using the same display and settings and now I can no longer use hdr with the new model.

Can anyone confirm if they still get the option to select between 30/60 hz 4k modes on the new Express models? 

[RokuDanny-R]

@jamonbread

Thanks for the post.

We would be more than happy to look into this issue further for you.

Can you please provide us the following information:
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing
-photo/image of the issue you are seeing

With more information we will be able to assist you further.

Thanks,
Danny

[jamonbread]

It's seems that both prime and YouTube are now working fine with Hdr content, with no image shift, it's just Netflix that will not give me the option for hdr at all.

I noticed something strange, if I manually select the 4k hdr output in the roku display settings, I get an X instead of a tick for hdr support. I can then force the output to hdr and it works for prime and YouTube, but its seems the roku Express 4k is not identifying my display as hdr capable when manually selecting that output. 

My older NowTv box which is just a re-badged  roku prem 4k has no issues identifying my display as hdr capable. 

My display is only hdr 10 and the express is meant to support both hdr 10 and hdr 10+ as well, as does Netflix.