Solving playback issues

[RokuDanny-R]

@mkbnj

Thanks for the post.

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

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[mkbnj]

Hi Danny,

Thanks for responding. When I went to check, I left my NAD T778 AVR powered off, and Dolby Vision worked fine. When powered on, I get the white noise. It seems this might be an issue with the AVR.

To answer your questions:

1. Model 4800x

serial X01000W5MPVW

OS 10.5.0 - build 4208-C2

2. occurs on both Netflix (V5.2 build 98096432) and Apple (V8.1 build 84)

3. tracker id VW-117-453

4. Steps: Playing Dolby Vision content from Netflix or Apple, through NAD T778 AVR to Sony 65A80J.

I will also check with NAD.

Thanks

Marty

[tyger]

I am having the same exact problem, with the screen being stuck on that snowy, static-y, greenish picture. Unplugging the tv does fix the problem, but anyone else know another fix? I'm hoping this can be fixed another way.

[Bjenkins]

I’m having this issue on my tv too. It wouldn’t play certain content. I only recently connected the dots to Dolby vision content. It plays other content just fine. I’ve noticed it across several apps like vudu and Netflix. I tried playing stranger things and it won’t work. I have a TCL Roku TV A114X 65R635. Software version 11.0.0 build 4193-88.

[Bjenkins]

Well, right after I posted I decided to do a full restart of the tv from the tv power settings menu, and now it plays Dolby vision content just fine.