Solving playback issues

[rbraunston]

I finally got the answer from Roku support and they said they have addressed the issue. They have replaced the chip in the device. As of today, July 22, 2024, the fix appears only on Roku’s website. There’s a new model, “Roku Ultra, model 4802R.” I don’t know how long it has been available.

There is a copy protection chip that is imbedded in the Roku that supports HDCP 2.2. The chip cannot be updated or upgraded. This chip makes the device compliant so people can't make ultra-high digital copies, "UHD." Some Ultra model numbers that end with a X such as 4800X and 4802X, have issues with error messages when attempting to play 4K UHD movies. Roku says they recognized the problem and have come out with model 4802R. I’m told by Roku support the new model resolves the issue and is currently available on their website for $99.99. The same as Amazon. They offered me a 30% discount coupon to replace my device. I’m waiting for the coupon.

I had the error message on models 4800X and 4802X. Troubleshooting I replaced my Roku Ultra, all of my HDMI 2.2 compliant cables with certified 2.2 and 2.3 fiber optic. None of this resolved the issue.

I discovered if I restart the Roku it works perfect and I can play 4K UHD. When not in use, the device falls asleep and errors again when it wakes-up. Try restarting your Roku by unplugging or select restart in the Settings menu. settings/system/power/system restart. If your Roku is under warranty, I would think you can send it to Roku for a model 4802R replacement.

[renojim]

I think you got some incorrect information.  The suffix after the 4 digit model number is either R for retail, RW for retail/Walmart, or X.  I'm fairly certain it doesn't indicate anything about the hardware itself.  I also don't think the 4802 is any different than the 4800, but I don't have both to compare.

[Strega2]

I agree on R/RW/X.  I believe the difference between the 4800 and 4802 is that the latter comes with the rechargeable remote.  The players themselves are said to be the same.

But I suppose it’s possible that a manufacturer sometimes puts a new rev of a chip in a product without changing the product number. 

I was reading on a Tesla forum that two copies of the same model, in the same year can have entirely different suspensions, so I’m sure that one 4802 could have a version 1.13 of a chip, and another could have 1.15.

[Poe3681]

So is this the same issue we were having with our Samsung TVs and the 4802s that Roku kept fobbing us off with ?  I hate to say 'I told you so' but I said there was probably a hardware issue at the root of the problem, which is why they couldn't fix it. Ironically, the original thread got removed, so can't point to the long post I made to exactly this effect.

30% discount isn't bad - would be nice if they offered that to everyone that posted issues with the 4802 devices...but that said, I'm not sure I'm willing to roll the dice on another Roku without some sort of guarantee...The wife is just about getting used to the Chromecast again...and my Google Streamer arrives in a couple days...

[mikew_nt]

Yeah, so I think the OP meant the 4850, which is here: https://www.roku.com/products/roku-ultra as Roku Ultra (2024).

And yeah, you called it on the other thread.  They couldn't solve it, and wouldn't admit it, because it was a HW issue.

BTW, that thread was at https://community.roku.com/t5/Solving-playback-issues/Roku-Ultra-HDCP-Errors-and-Resolution-Problems...

If folks could please hit that button up top and file a report that it was incorrectly marked as SPAM, maybe we can get all those records back.

I reached out to Roku Support via Chat and they absolutely refused to give me an RMA for my 4802 in return for a new 4850 which fixes the HDCP error apparently.

So, needless to say, after helping them troubleshoot for months and them doing nothing, I'm feeling really great as a customer that they won't even trade in my unit (which is still under warranty).

Right now I'm figuring on doing a BBB complaint tomorrow and let Roku sort that out via the BBB complaints process.

[gsargent51]

I also get the HDCP error.  A restart usually will fix it, and it will last a few days before it crops up again.  I need to make note the next time it happens.