Solving playback issues

[Poe3681]

I tried both Arc and eArc. Didn't make any difference. Could be a day, could be a week, could be an hour - boom, HDCP error.

I unplugged the 4802, replaced it with the 46xx. Haven't had an issue in over a month.  

No.
Other.
Changes.

Same cables, in the same ports. Same TV, Soundbar. Same settings, same remote. Same EVERYTHING except the 4802 versus the older model. I am loathed to get back in and replace the WORKING 46xx with the 4802 to continue to troubleshoot this issue given the complete lack of engagement by Roku.

The issue manifests ONLY with the 4802. No other device seems to have this issue.

My AppleTV is now on order.

[beezleb]

I hear you about not wanting to waste your time switching back and forth, but I was really asking about passthrough vs. auto audio.

[Poe3681]

We appreciate the complete lack of follow-up, @RokuJanadeeK,

We have collected and forwarded the multiple tracebacks to the appropriate Roku teams per your request for review and further investigation. We appreciate your inability to provide even the barest of acknowledgment or detail of progress made in almost three months. Should an update be available for this concern, we'll be absolutely amazed, because essentially we don't believe you have any idea on what the issue is or how to fix it.

Let us know if you have further cut-and-paste replies regarding this issue.

All the best,
@everyuserinthisthread 

[Poe3681]

So, guessing this has officially died now ?

[mikew_nt]

Yeah, this thread has been open for three months, and I think we've all submitted a total of 5 tracebacks and not a word from Roku on fixing it.

The problem itself looks like it's been around since the product was launched in 2022, and Roku hasn't fixed it in all this time, so it doesn't look good.

I think what somebody said above is probably the most likely case, Roku can't fix this and they won't admit to being unable to fix it either.

It's just really disappointing to spend this amount of time troubleshooting their problem for Roku, providing everything they ask for, and not even getting the decency of a response from Roku.

[mikew_nt]

Almost 4 months now, and I believe 5 tracebacks/scenarios submitted.

Roku, what's the status on this?

If you can't fix this, please just admit that, and offer refunds to people for the 4802.

It feels really insulting that you ask for these tracebacks, and apparently do nothing with them, and will provide no updates, resolution or refunds.

[beezleb]

Model: 4800X-Roku Ultra

Serial number: X01000F2TVV0 (S02A2092TVVO)

Software version. 12.5.5 build 4174-C2

GC version 11.5.25

Timestamp: 2024-05-22T14:40-497

Issue ID V0-205-360

[Hambone49]

I take it update to 13.xxx didn't fix the HDCP connection issues.

[mikew_nt]

@Hambone49 are you saying you had the issue before, and installed 13.xxx, and now the problem is gone?

Or just asking if it resolved it for people?

I just plugged mine back into my S90C, and it won't even update to v13, I assume the rolling update is not hitting my device yet.  My 4670 is still at 12.5.5 also.

There is nothing in the announcement, nothing in the developers blog, and nothing in the SDK blog for v13 mentioning HDCP (at all). 

And you'd THINK Roku would comment in this thread if v13 fixed the issue... (ok, maybe that's asking too much)

I'm still at 12.5.5 and it won't update to v13, so I certainly can't try it unfortunately....

[Poe3681]

Mine is also still on 12.5.5:4174

It's also been banished to the Tiki Bar outside...