Solving playback issues

[mblazer78]

Hi, I have the new Roku Ultra and just replaced my old Roku Ultra 4660X by simply unplugging the HDMI cable from the old one and plugging it into my new one.  However, Dolby Vision content on any channel or if it's turned on for the Roku home screen, shows white static artifacts that randomly pop up and disappear on the screen.

My setup is a LG OLED CX 77 inch TV which is connected to a Yamaha Aventage 2070 AVR (Dolby Vision 4K capable).  My Roku Ultra is connected to the AVR as well as my 4K Blu-ray player.  Dolby Vision content plays perfectly fine from the 4K Bluray player to the TV so I don't see any issues with the cable to the TV or the AVR.  My old Roku Ultra played 4K HDR content just fine as well on this setup.  My new Roku Ultra will also play 4K HDR content just fine if I manually change the display type from the 4K Dolby Vision option to 4K HDR instead.

I've tried changing the Auto-adjust display refresh rate and HDR Subsampling settings to see if that would change anything.  Sometimes it seems a little better or worse depending.  When it's worse, half the screen will display static that flickers on and off randomly.  It feels like an HDMI cable issue, but all of my cables are Ultra High Speed and as mentioned earlier, play regular 4K HDR content from the Ultra and Dolby Vision content from the blu-ray player without issues.  Thought I would share if anyone has any ideas.  I might swap the HDMI cable going to the Ultra just for good measure, hopefully it's not a bug in the new Ultra OS.

[dmurph]

I went through similar stuff with the 4850 (replacing my 4660 just to get DoVI too) and had nothing but issues. Just unplug the 4850 and plug the 4660 back in and everything was fine.

I returned it and may try again once all these bugs are worked out. Just not worth the hassle right now when the 4660 works perfectly for audio and video, except no DoVI.

[RokuTakashi]

Hi, @mblazer78

Thanks for posting, and welcome to the Roku Community.

We appreciate you for letting us know about the issue you've encountered with the Dolby Vision Playback issues with the Roku Ultra 2024, and our team would like to gather more information so we can review this case further. To assist you better, can you please provide the details below:

• 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).
• Image of the screen/content when the Dolby Vision issue occurs.
• Complete set-up of the devices such as the TV, AVR, etc.

The information we collect will be essential for our investigation and will serve as the foundation for determining the most effective resolution to this issue.

We hope to your response along with the requested details above.

Best wishes,
Kash

• Image 

[mblazer78]

Model: 4850X - Ultra

Serial Number: X02800EAE945 (S0VS346AE9A5)

Software Version: 14.0.4 build 12222-G6

GC version: 12.5.25

Tracker ID: A5-445-118

Setup and issue is as mentioned in the original post.  

[RokuTakashi]

Hi, @mblazer78 

Thanks for providing the requested information.

Kindly be informed that we have forwarded your information to the appropriate Roku team for further investigation. The team will conduct a comprehensive investigation into the matter you raised, carefully reviewing all relevant details to ensure a thorough understanding.

Once the investigation is underway, we will keep you updated in this thread with any new information or developments.

We appreciate your patience and understanding as we navigate this situation. Thank you for your continued cooperation.

Best wishes,
Kash