Channels & viewing

[Scott29]

Having this same issue with DIRECTV streaming 4k channels. 

[RokuCarly]

We're grateful to have you here in the Roku Community, @Scott29!

It is highly appreciated that you have brought this to our attention. We'd be more than happy to find you the best resolution regarding the display issues you have been seeing on the Direct TV app.

We'd like to gather more details from this so we can assess your concern better and provide you with an accurate resolution:

• Is this an isolated case within the DIrect TV app only? If not, kindly specify the other channel affected by this.
• On what specific Roku player are you seeing this behavior? 
• If possible, kindly provide us with a photo of it for reference.

We'll be anticipating your response!

Best regards,
Carly

[Scott29]

This is not an isolated incident within the DIRECTV app. It is any time the picture mode is HDR. I was able to replicate the issue in both the YouTube and the DIRECTV app. 

I am using the Roku integrated in my TCL smart tv. Model 75R635. 

Photos included which show the same YouTube video with picture settings in both HDR and non HDR.

The only time this issue appears is when the picture mode options are HDR standard/dark/bright. No amount of adjusting the picture settings can eliminate the washed out effect.

Note, there is not an option to disable HDR in any of the secret menus.

[RokuCarly]

Thank you for the added information, @Scott29.

In this case, we will coordinate this with our relevant team for further review to provide you with an accurate resolution. 

With this being said, kindly provide us with the following details below so we can report this effectively:

• Roku device model, serial number, device ID, and current OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We'll be looking forward to your response as we are more than eager to find you the best solution for this.

Best regards,
Carly

[Scott29]

Model: 75R634

Serial #: X00300S2EKE1

ID: S05GY0D2EKE1

OS Version: 12.5.5

Tracker: E1-051-808

[RokuCarly]

Thank you, @Scott29.

We appreciate you for providing us with the requested details. No worries! We'll forward this to the relevant team for further investigation.

In the meantime, your patience and understanding are highly appreciated. 

Best regards,
Carly

[Scott29]

@RokuCarlyis there a way to disable hdr settings on my Roku smart tv device? The hdr color setting still makes content extremely washed out. 

[RokuJohnB]

Hi @Scott29,

Thank you for keeping us posted here in the Roku Community!

Please be advised that Roku devices featuring HDR playback support the HDR-10 standard. HDR content will not be available on all channels and may require additional payment to access. Check with the HDR channel provider for specific bandwidth requirements to access its HDR content. A high-speed HDMI cable is required. There is no way to disable the HDR feature. As an alternative, you can change the picture settings, including expert picture settings and various HDR modes, by pressing the star * button on your remote control while the video is playing.

Please let us know if you have any more questions, and we'll be happy to help you from there. We hope this is useful.

Warm regards,
John