Solving playback issues

[cecing]

Hey folks, I'm hoping you might be able to give me an answer to my problem.

I just recently purchased this TV. Sony 55" Class - BRAVIA 8 Series from Costco and it's hooked up to a 4630X Roku Premire+ that I bought like 5-6 years ago, connected with an HDMI cable that is probably almost 7-8 years old.

Thing looks great and picture quality is awesome. The issue is when ever I try to play something on Paramount+ right after it does the paramount logo thing the screen suddenly has a green tint and won't go away until I turn the TV on and off again.

I have tried all of my other streaming apps and this doesn't happen. Does anyone have a clue what could be causing this?

[RokuEmmanuel-D]

Welcome, @cecing.

Thanks for flagging this here in the Roku Community!

We genuinely appreciate you contacting us and reporting that you're experiencing such problems when streaming the Paramount Plus channel on your Roku Premier. We're here to provide assistance and investigate this issue further. 

Please let us know if this happens on a stand-alone app or Paramount Plus inside the Roku channel? Is it happening on all content inside the channel or only to specific content?

In the meantime, if you haven't done this yet, you might try the suggested troubleshooting steps below. 

1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

If the issue persists, please keep us posted and supply all the information below.

• Roku device model, serial number, device ID, and OS 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)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)
• Photo or a short video clip of the incident. 

Please let us know how this works. 

All the best,
Emman

[JWS9518]

It is possible that the TV has an issue/defective or that you have a HDMI cable that might need to be replaced.  An HDMI cable that is 8 years old most likely is an older version.

I would suggest trying to get a new HDMI 2.1B cable and try that first.

[StreamerUser]

@cecing 

FYI, the 4630 is a 2016 model (8 years old), and is part of the original 4K/HDR model family - which is also known to have quirks and limitations with certain apps/services and HDR support/playback.

Since you have a brand new DV-capable Google TV you should heavily consider upgrading to a newer DV-capable Roku model (e.g. Ultra/Ultra LT 4800/4801/4802/4850 or Streaming Stick 4K/4K+ 3820/3821).

Regardless Paramount+ is historically known to have certain quirks/limitations/requirements/issues when it comes to HDR (DV and HDR10) playback on RokuOS devices (often resulting in green tinted output), and you may be encountering one of them.

If @JWS9518 's suggestion of using a different/newer HDMI cable doesnt solve it..

Try:

1) Manually set display:  Settings/Display type = 4K HDR 60fps TV or 4K HDR 30fps TV (dont use Auto)

2) Change HDR subsampling:  Settings/System/Advanced system settings/Advanced display settings/HDR subsampling = 4:2:2

Otherwise there are HDMI/port/HDR settings in your TV's settings that can be adjusted as well, and you should try adjusting those to see if they fix the issue.

You also have the option of using the Android/Google TV OS Paramount+ app, so you should consider using that (in the meantime/until this issue is resolved)...