Solving playback issues

[leecast]

I recently added a Roku 4850R model to my home system and it is periodically turning the screen on my LG OLED TV to a magenta hue. It seems to do so in most apps like Netflix and Tubi. It reverts to normal after power cyling the TV and AV receiver.

I am not sure why it happens. I believe my cabling is fine. There is a Yamaha AV receiver involved. The 4850R replaced a 4800 model Ultra that worked fine for years. Does any know if this is a bug or if there is a setting I might need to tweak? 

It is listed at Model: 4850X - Ultra 

Software version: 14.0

Thanks,
Lee

[RokuTakashi]

Hi, @leecast ,

Thanks for posting, and welcome to the Roku Community!

We understand you're having an issue with your new Roku Ultra 2024, where the display occasionally turns magenta. We’re here to help!

To assist you further, we’d like to gather some additional information:

1. Does the problem occur when the Roku Ultra is connected directly to the TV instead of through the AVR? If so, could you please provide your TV's make and model?
2. A photo or video illustrating the issue would also be really helpful.

We look forward to your response. Your input is valuable to us as we work to resolve this matter.

Best wishes,
Kash

[leecast]

Hi, Kash. This appears to happen only with my LG OLED TV model OLED65CXPUA. It happens when hooked directly to the TV and even over a new HDMI cable that is rated for up to 8k 60. 

The TV is running software version 04.50.90, which is the most current.

The Roku Ultra is running software version 14.0.4 build 12222, which is the most current. 

This happens seemingly quite randomly. Even exiting the particular app I am streaming at the time leaves me with the magenta-colored screen on the Roku main menu. 

I have the Roku Advanced display settings at...

Auto-adjust display refresh rate: on

HDR subsampling: 4:2:2

Dolby Vision always on: Yes

The issue happens perhaps once or twice a week out of perhaps seven hours of viewing. I sometimes have to reboot the Roku to get it to return to normal. 

Thanks,

Lee

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @leecast!

We appreciate you getting back to us with detailed information; this will definitely help us know more about the concern you're having with the picture quality of your Roku Ultra. 

Could you give us also your device details so we can delve into this matter further? Here's the requested information below:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Short video or a photo of the exact behavior. 

Once we have all this information, we should be able to provide the best solution to the problem.

Thanks,
Emman

[leecast]

OK, I have had this issue happen two more times recently where the Roku starts to show up on the LG OLED screen with a strong magenta color and I followed the steps you requested. Below is the information:

Model: 4850X - Ultra

Serial number: X02800K8UHVW (S0V3478UHVW)

Software version: 14.04 build 12222-G6

GC version: 12.8.19

Tracker ID first incident: ID VW-511-471

Tracker ID second incident: ID VW-512-863

Pics attached.