Solving playback issues

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brent6880
Level 7

11.0.0 Update • build 4193-AE/Display Issues

Roku Express+ 3931X (3931RW) recent update to 11.0.0 • build 4193-AE has caused display issues. Some apps such as Netflix require manually selecting 1080p TV from Display type. Others such as Paramount+ require the auto detect option. When display is wrong, it always has the picture zoomed in to the upper left. It’s very annoying to switch back and forth, particularly when you have to start playback to find out it’s on the wrong selection.

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RokuDanny-R
Roku Employee
Roku Employee

Re: 11.0.0 Update • build 4193-AE/Display Issues

@brent6880

Thanks for the post.

For clarification, what setting did you setup the Roku device under? Was it set for a specific display type or did you set it to auto detect? 

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing 

Please keep us posted and we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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brent6880
Level 7

Re: 11.0.0 Update • build 4193-AE/Display Issues


@RokuDanny-R wrote:

@brent6880

For clarification, what setting did you setup the Roku device under? Was it set for a specific display type or did you set it to auto detect? 
-It was originally Auto detect, I believe. We are actually switching it back and forth from 1080p to Auto detect each time we use it. What might work for a channel one time still requires switching for the next use even for that channel or the picture will be zoomed in.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) -Model: 3931RW -Roku Express+, Serial number: X004005YE1FF, Device ID: S012299YE1FF, Software version: 11.0.0 • build 4193AE

-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button) Known to occur on: Netflix: Version 5.1 • build 98029467, Peacock TV: Version 3.5 • build 13, Paramount Plus: Version 7.2 • build 20220421, Discovery+: Version 2.17 • build 2, HBO Max: Version 52.20 • build 11


-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing -I tried two  different channels (discovery+ and Netflix) to duplicate the issue for the purpose of this information and unable to do so. It is worth noting I performed “Check for updates” on all the channels we use last night, still had an issue with Netflix immediately after, and the Roku device was only powered off overnight and powered on to try it just now. In other words, I am unsure if a power cycle is required to complete the channel update process.
-Update: Tracker ID: FF-205-511 -Turned on TV/Roku device and started discovery+ channel, selected program. zoomed in picture; display setting at the time: 1080p


 

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