Solving playback issues

[mikew_nt]

Has anyone verified that the 4850 works properly on a Samsung S90C?

I did file with BBB as a last resort because Roku will not help me on my 4802 (still in warranty), Roku immediately responded with a cut-and-paste response that they'd contact me immediately, and then ghosted both me and the BBB complaint.

I mean, that's just super disappointing.

In my BBB complaint I stated I'd be happy to try a 4850 if sent to me and if it worked, I'd be satisfied and if not I wanted a refund.  If Roku ever responds to my rejection of their "response", I should probably just insist on a refund.

Right now the BBB case is just sitting there.  If this doesn't resolve soon, I'm going to go back to Amazon (place of purchase) and see if they will refund me since Roku is not standing behind their warranty.

[lmacmil2]

Just to add another data point, I had a 4660 connected via a Denon AVR to a Samsung KS8000.  Never had an HDCP error in 5 years.  I now have a 4802 and an LG C3 connected via the same Denon AVR.  I get HDCP errors sporadically, most often on HDR shows but occasionally on an SDR show.  I get the errors regardless of whether frame rate matching is on or off.  I get the HDCP error screen for a few seconds but the audio continues uninterrupted.  The HDCP errors are random and inconsistent.  I recently got 3 in a 45 minute Dolby Vision show on Apple TV.  Then for the next 2 nights, I got none on another Dolby Vision show on Apple TV.  I don't think I've ever had an HDCP error on Netflix but I only have the HD tier so I don't see HDR or DV shows on Netflix.  At this point, it's not annoying enough to make me switch to another device.

[iFrog]

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@jtancsi1 wrote:

I just tried to configure a Roku Ultra 4850R and am seeing the HDCP 2.2 error on my Sony XBR-65x900e.  I assume the cable included with the Roku Ultra is HDCP 2.2 compliant so I have not tried swapping it out.  Following the onscreen instructions is useless.  Not sure what to do at this point.

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I have a Sony XBR-43X800D, and had a Roku Ultra 4802 connected with occasional HDCP errors, and then read about this claim on Reddit about the new model fixing this with updated hardware.  So I decided to try it.  I've had it a few months now and haven't gotten one error.  What's odd is, when I got it on the other unit, it wasn't very often, and it was usually with Plex, or some other non copy protected content, so it was really strange.  So for my setup, the claim seems to be true based on my experience.  I also got the 14.1.4 update a week or so ago, and still no issues to date.  With that said, I also have a 2022 Apple TV 4K, and the 2024 Google TV Streamer, as well as physical media players.

[mikew_nt]

Yeah, I've given up on Roku helping me out.  I've offered to trade in my 4802 for a 4850 to see if that resolved my issues, and Roku refuses.  I've requested a warranty refund based on hardware design defect in the 4802 that causes the issues, and Roku refuses.  I've got an active BBB complaint going, and Roku just alternates between "We are working hard on solving this for you" and "Nope, call in and go through endless hoops like you've already done, and we promise we'll send you a replacement 4802 but a 4850 is out of the question".  I have a couple projects at work to finish up, then I'm going to simply file a small claims against Roku. I've already stated that in the BBB complaint, and they've had no reaction, so maybe I'll get a reaction in court.  I really hate this, especially after all the troubleshooting we did on behalf of Roku (and unfortunately that thread was deleted by Roku).

[iFrog]

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@mikew_nt wrote:

Yeah, I've given up on Roku helping me out.  I've offered to trade in my 4802 for a 4850 to see if that resolved my issues, and Roku refuses.  I've requested a warranty refund based on hardware design defect in the 4802 that causes the issues, and Roku refuses.  I've got an active BBB complaint going, and Roku just alternates between "We are working hard on solving this for you" and "Nope, call in and go through endless hoops like you've already done, and we promise we'll send you a replacement 4802 but a 4850 is out of the question".  I have a couple projects at work to finish up, then I'm going to simply file a small claims against Roku. I've already stated that in the BBB complaint, and they've had no reaction, so maybe I'll get a reaction in court.  I really hate this, especially after all the troubleshooting we did on behalf of Roku (and unfortunately that thread was deleted by Roku).

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I've actually considered going back to physical media, or digital services only such as Vudu, etc.  I like services like Disney+, Prime, etc.  However, with the cost of streaming services going up, and me being specific as the content I like to watch, if I'm going to pay for it, might as well pay for a physical copy that I can keep, and pay once for it.  With that said, streaming does have it's benefits.  I have multiple streaming devices for compatibility and stability reasons.

[jplp]

I have two Roku 4800X and each have the HDCP errors, mostly on HDR content. It seemed like it got worse over the past few months. Roku sent me two 4850X models and the problem is worse. My Roku is connected through a Yamaha AVR that fully supports 4K60 HDR, HDCP 2.2/2.3, and all the other specs needed. When running the 4850X in HDR/Dolby Vision all the time, the home screen flashes the bottom third with white static. HDR content through various apps all have the HDCP issues to the point that it's unwatchable. I've tried four other devices that can do 4K60 HDR including two different Chromecast models, Appe TV 4K and outputting from my laptop and all work perfectly fine through my AVR using the same and different HDMI cables

Weird though is that the Roku works fine connected directly to my LG C8 OLED TV. Everything has the latest firmware. I reached out to Yamaha and they confirm that my model is fully compatible and blame Roku since all other devices tested work fine.

So, in summary, no, the 4850 does not resolve the issue and is actually worse in my setup. Both brand new 4850X devices did exactly the same thing.

[iFrog]

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@jplp wrote:

I have two Roku 4800X and each have the HDCP errors, mostly on HDR content. It seemed like it got worse over the past few months. Roku sent me two 4850X models and the problem is worse. My Roku is connected through a Yamaha AVR that fully supports 4K60 HDR, HDCP 2.2/2.3, and all the other specs needed. When running the 4850X in HDR/Dolby Vision all the time, the home screen flashes the bottom third with white static. HDR content through various apps all have the HDCP issues to the point that it's unwatchable. I've tried four other devices that can do 4K60 HDR including two different Chromecast models, Appe TV 4K and outputting from my laptop and all work perfectly fine through my AVR using the same and different HDMI cables

Weird though is that the Roku works fine connected directly to my LG C8 OLED TV. Everything has the latest firmware. I reached out to Yamaha and they confirm that my model is fully compatible and blame Roku since all other devices tested work fine.

So, in summary, no, the 4850 does not resolve the issue and is actually worse in my setup. Both brand new 4850X devices did exactly the same thing.

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Sounds like it depends on the combination of devices in the setup.  Also in my case the issues were slightly different.  It happened on non HDR content, and as mentioned non copy protected content e.g. no DRM.  Also my particular issues weren't as extreme as some I've read about from others.  So after reading your situation, it sounds like it's solved for some, and not others.  I also get the impression that Roku is a device intended to be connected directly to a TV vs through an audio / video receiver.  I say this because while it supports surround sound, it also seems like people as a whole have less issues with it when directly connected.  I'm also pretty sure that if you were to take a survey of the average Roku user, most would be using it as a cable box replacement and directly on the TV without any additional hardware involved.

[mikew_nt]

@iFrog that's great that it works in your situation, but that's not the conversation.  This is Roku's flagship product, and it should work in very normal situations and in HDCP protocol standards. It doesn't.  Super that some people don't run into those issues, but that's not really the point.  Especially when many of us have tried other brand's devices and they all work just fine.  Ultimately in the thread (now deleted by Roku) that's what a lot of people did - they got sick and tired of no action from Roku, so they tossed their Ultras in the garbage and just changed vendors. And those people (including myself) won't be coming back to Roku.

[iFrog]

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@mikew_nt wrote:

@iFrog that's great that it works in your situation, but that's not the conversation.  This is Roku's flagship product, and it should work in very normal situations and in HDCP protocol standards. It doesn't.  Super that some people don't run into those issues, but that's not really the point.  Especially when many of us have tried other brand's devices and they all work just fine.  Ultimately in the thread (now deleted by Roku) that's what a lot of people did - they got sick and tired of no action from Roku, so they tossed their Ultras in the garbage and just changed vendors. And those people (including myself) won't be coming back to Roku.

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I'm not defending Roku here. in fact, I have other devices I can use as well.  My main purpose I came here was because I was answering questions on another forum, and couldn't find the Reddit Link I read suggesting the 4850 resolved the HDCP errors.  I found this thread and posted it as the reference for the claim since it was on Roku's own community.

[jplp]

I concur with @mikew_nt. Saying that Roku devices are intended to be connected directly to the TV is false and a cop-out. Using an AVR is an extremely common setup and nearly all just pass the signal through with no alterations. It's not about the setup or configuration. It's about what protocols and standards these devices claim they support and don't. HDCP is HDCP regardless of who is implementing that into their device. The common denominator throughout countless posts and extensive troubleshooting is that Roku has these issues in abundance and other competitor hardware does not using the exact same protocols, cables and AV equipment. When I've invested hundreds of dollars in Roku devices and the time and effort to setup, troubleshoot, and test, I expect more from an company than just resending the boilerplate HDCP troubleshooting page or saying to just plug it directly into your TV. If Roku isn't meeting the industry standard set by the HDMI Forum and advertises on its product, then Roku has a problem that only they can resolve instead of giving customers, loyal ones at that, the runaround and passing blame wasting our time and money.