Solving playback issues

[baronvondoctor]

this is my hardware

• Hisense 55U68KM TV (which supports HDCP 2.2)
• Roku 4802R (Roku Ultra) (which also supports HDCP 2.2)
• The HDMI cable that came with your Roku device

i have even gone as far as replacing the Roku device with a replacement from Roku support all troubleshooting has failed 

automatic refresh rate is disabled

no HDR

factory reset both tv and Roku devices

auto detect display resolution 4k Doby vison

Roku os  13.1.4 build1510-c2

[RokuEmmanuel-D]

Welcome, @baronvondoctor.

Thanks for posting here in the Roku Community!

We understand that your Roku Ultra is having a display issue, and we appreciate you for going the extra mile to resolve this. Don't worry; we are here to assist you in finding a resolution.

To learn more about the problem that you're experiencing, could you kindly provide the information requested below?

• When did you first notice this issue happen? 
• Did you receive any updates recently that might trigger this issue? If so, please provide the latest software version of your Roku Ultra.

In the meantime, you may try the following troubleshooting steps provided below to see if they improve your current situation:

1. Unplug each end of the HDMI cable on your Roku player and TV, AVR, or soundbar.
2. Power off your TV, AVR, or soundbar, and unplug its power cord.
3. Remove the power cord from your Roku player.
4. Reconnect both HDMI cable's ends, ensuring each connector is attached firmly and securely.
5. Reconnect the power cord to your TV, AVR, or soundbar and your Roku player and wait for both devices to power on (you may also need to press the power button on your TV, AVR, or soundbar remote).
6. Try viewing the content again.

If the issue continues after attempting the instructions above, try the additional suggestions below.

• Try a different HDMI input on your TV, AVR, or soundbar.
• If possible, try using a different HDMI cable (less than 6 feet long) to ensure that the cable you currently use is free of defects.
• If you use an HDMI switch, AVR, or soundbar, connect your Roku player directly to your TV.
  • Note: Not all HDMI switches support HDCP. Check your device, review online documentation, or contact the manufacturer.
• Try another TV that supports HDCP, if possible.
• If you use a computer monitor, try a TV that supports HDCP, if possible.
• Try using different display settings on your Roku player. These settings are under Settings > Display type.
• If you see the "HDCP Error Detected" message or purple screen for the first time after setting up your Roku player, ensure that your TV, AVR, or soundbar supports HDCP. Review online documentation for each device, or contact the equipment manufacturer for more information.

For more troubleshooting tips, visit this support article: What to do if you see an "HDCP Error Detected" message or a purple screen.

Feel free to reach out if you need more help.

All the best,
Emman

[baronvondoctor]

you ask for the os version of the Roku and it is in my first post Roku os  13.1.4 build1510-c2

the problem has been happening for the past 3 years mostly when i watch 4k 60hz videos as far as trouble shooting goes nothing works i tried different tv different Roku devices different HDMI cable i dont use a sound bar or av tuner

roku just does not want to work with 4k with Doby atoms and Doby vision 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @baronvondoctor.

We would like to take this to the next step as we have determined that the problem persists after exhausting all the troubleshooting provided for this problem.

In order to conduct a comprehensive investigation, please provide the following details below:

• 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).

With all this information, we will be able to pass this along to the appropriate Roku team for review, and we can provide you with the resolution as soon as possible so you can get back to streaming in no time. 

We are anticipating your prompt response.

All the best,
Emman

[RokuEmmanuel-D]

Hi, @baronvondoctor!

We want to follow up and see if the issue you were experiencing has been resolved on your side. Additionally, we’d like to know if you’ve updated to operating system version 14 yet. If you haven’t made the update, we strongly encourage you to check for any available software updates. You can do this by going to the Settings menu on your device and then selecting System. From there, look for the Software Update option and tap on Check Now to see if there are any updates you can download and install.

We are waiting for your response. 

All the best,
Emman