Solving playback issues

[Bdk1969]

I'm using a roku ultra LT 4k with hdmi and I have multiple shadow lines on my screen. I have tried different hdmi ports and cables and it didn't fix the issue. I even bought a new TV and it's still am having the issue.

It's gotten worse 

See attached photo

[RokuTakashi]

 Hi, @Bdk1969 

Thanks for posting, and welcome to the Roku Community.

We appreciate you for letting us know about the issue you have encountered with your Roku Ultra LT having a shadow line on your screen, and we'd like to take a closer look at this so we can assist you further. Can you please provide the following details below:

• When did you first notice the issue occur? Did the issue happen after an OS update?
• Is the issue happening on a specific channel or throughout the Roku platform? 

In the meantime, we recommend performing a system restart by navigating to Settings > System > Power > System Restart to address the issue.

We hope to hear back from you regarding this matter.

Best wishes,
Kash

[Bdk1969]

I restarted it  still the same. You can see it's gotten worse since I took that photo I posted previously 3 weeks ago. 

Issue started a month ago and i took that photo and sent to roku support 3x and never got a respinse

[Bdk1969]

Sordy hit send too soon

It's on all channels and don't know about update timing. But it sucks and I'm to the point of trying a different product. 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Bdk1969.

Have you tried a factory reset on your Roku Ultra?

Please note that a factory reset clears the majority of data from your Roku device and restores it to a factory default configuration. Specifically, the process will:

• Erase your personal preferences.
• Unlink your device from your Roku account.
• Reset all settings and return your device to a state ready for initial setup.

If you haven't tried it, you can do so by navigating to your Roku home screen and then going to Settings > System > Advanced System Settings > Factory Reset. 

You can also reset the Roku Ultra by its physical button; once you locate the Reset button and your Roku device is powered on, press and hold the button firmly for about 10 seconds. When the factory reset is complete, an indicator light or status LED will blink rapidly on most Roku devices.

See the image below for reference: 

After the successful factory reset, you may need to set up the Roku Ultra again to see if it resolves the issue. 

Let us know how this works.

Best regards,
Emman

[Bdk1969]

I did that before I came to this forum for help. It didn't make a difference unfortunately.

I was hoping that others had been through this and would have a fix. I've had it 6 months so can't return it. I even bought 3 ultra as gifts I liked it so much 

[makaiguy]

@Bdk1969-

Since the bands don't go all the way across but get offset half away across, I suspected the problem was with the TV rather than the Roku.  But it repeating on other sets seems to knock that out.

Have you tried a different HDMI cable?

[Bdk1969]

The TV works fine w playstation. Yes tried new hdmi and yes bought a new tv 

[RokuTakashi]

Thanks for keeping us posted, @Bdk1969 

Kindly be advised that we have sent you a Private Message here in the Roku Community. Please check your inbox by navigating to the upper right corner of your web browser to see our message.

We hope to have a continuous conversation with you regarding this matter.

Best wishes,
Kash

[Strega2]

That’s really weird.  If I search for failing backlight, I find lots of pictures that look like yours.  But I’ve never seen a Roku failure that looked like that.  I would expect a Roku failure to be much more “digital” – hard pixelated edges and weird colors.  On the other hand, that looks SOOO much like a backlight because backlight LED strips are behind several layers of diffusers so when a strip or two go out, they make those soft edged dark areas.  Oh and it could be coincidental, but so many of the similar images I find are of Vizios.  eg:

https://www.avsforum.com/threads/vizio-m70-d3-backlight-failure.2972236/