Solving playback issues

[dlwillis40]

My Roku 3200X does not automatically recognize 4K Dolby Vision HDR TV after the 13.1.4 update.  It's defaulting to Automatic 1080P Dolby Vision.  When I manually select 4K Dolby Vision HDR TV the screen goes black and gives a No Signal error and defaults back to the previous setting.  Anyone else have this issue with the 13.1.4 update? I received the update yesterday and that's when the problem started.

[RokuJharra-Q]

Hi @dlwillis40,

Greetings from the Roku Community!

Thank you for reporting the 4K Dolby Vision issue on your Roku device. We are here to assist you, and in order to do so, we need some additional information from you.

Please provide us with the following details:

• Roku device serial number, and device ID. (These can all be found in Settings > System > About)
• Tracker ID (When you encounter the issue, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel Name and build version (If the issue appears on a specific channel)

We look forward to your responses and gathering your details.

Best regards,
Jharra

[RogueSTProMan]

Mine is the same. After the update the earc option isn’t even there anymore. 

[RogueSTProMan]

Earc isn’t working. The option isn’t even there. 

[RokuJharra-Q]

Greetings here in the Roku community, @RogueSTProMan!

We appreciate you for informing us about this. Can you please provide the following for further investigation of this issue?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra

[Emissary35]

Another Roku update that screwed something up because it wasn't properly tested before being forced out to users. I'm shocked! NOT!

Roku get your act together!

[dlwillis40]

Model 3820X - Streaming Stick 4K

Serial Number - X017004MU6NP

Device ID - S08Y424MU6NP

Tracker ID - NP-308-051

[RokuJharra-Q · Accepted solution]

Thank you for keeping us posted, @dlwillis40!

We value your cooperation and the additional information. Please be aware that this information will be forwarded to the relevant Roku team for further investigation.

We hope for your patience and understanding as we work on this.

Best regards,
Jharra

[RogueSTProMan]

Device model: G852X Roku TV

Serial: X01300UKAMCX

Device Id: CX 307 989

OS version: 13.1.4

[RokuJharra-Q · Accepted solution]

Hi, @RogueSTProMan

We highly appreciate you for providing us with the requested details precisely! Rest assured; we will forward your information to the appropriate Roku team for review.

In the meantime, we're grateful for your patience and understanding as we work on this. Feel free to let us know if there's anything else you'd want us to address or create a new thread for different concerns. We'd be more than willing to listen and take action.

Best regards,
Jharra