Solving playback issues

[EghDragon]

I purchased the Roku 4800X January 2022 and in just the past week, every time I start Netflix for the 2nd time after a device restart I get the HDCP 2.2 error. Playing 4K HDR content from Amazon Prime does not produce the error. The only fix I have found is to restart the Roku Ultra. Do you have a permanent fix, or is this a problem with the Netflix app or the Roku Ultra?

[RokuTakashi · Accepted solution]

Hi, @EghDragon

Thanks for posting here in the Roku Community.

We appreciate you for sharing this information with us, and we'd like to assist in getting you back to streaming. Kindly follow the troubleshooting steps below to see if it resolve the issue.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

One additional troubleshooting step we recommend is Remove the power cord from your Roku player. Reconnect both ends of the HDMI cable, making sure each connector is attached firmly and securely. Lastly, try connecting the Roku Ultra to another HDMI port on your TV.

Keep us posted on how it goes.

All the best,
Kash

[EghDragon]

Netflix removal and reinstall seems to have fixed the issue. Thanks. 

[EghDragon]

I spoke too soon.   After removing and reinstalling the Netflix app, the error occurs more randomly, but I still need to restart Roku to clear the error.  Going to Prime 4K HDR video after the error in Netflix, I am able to repeatedly play the 4K HDR video with no error.  Going back to Netflix and the error occurs.  Seems like a bug in Roku Netflix app?

[makaiguy]

@EghDragon-

After removing a channel, best practice is to restart** your Roku to clear its memory cache BEFORE reinstalling the channel. Did you do this? Without the restart you may not get a clean reinstall.

Depending on your Roku model number you'll find the "System restart" option under either "Settings > System > Power" or under "Settings > System". If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

[EghDragon]

Tried your exact directions twice and still get the error, only using Netflix. Interestingly, when this happens, the previous 4K Netflix videos are now labeled as HD video and the error occurs.  If they are still labeled 4K, no error.

[EghDragon]

I just found that setting the Roku Display type Setting to 4K HDR and then back to Automatic 4K HDR fixes the Netflix error. The videos display as 4K and not as HD in the Netflix display/audio line after the changes.