Forum Discussion

BRocker43's avatar
BRocker43
Channel Surfer
5 years ago
Solved

My new Roku Ultra keeps losing its HDMI connection to my TV

This is a nice addition to the Roku lineup but it has a major flaw.  Once it started happening to me, I checked the internet and found out that quite a few others are having similar problems.  About 1/3 of the time when I turn on my TV and Roku, it indicates there is no signal to the TV.  The various fixes suggested for this involve connecting to other TV  HDMI inputs, swapping in new HDMI cables, reversing those HDMI cables, and cleaning the contacts on the HDMI cables and the HDMI plugs on both ends.  I can certify that none of these work reliably and, if they do at first, the problem will shortly recur.  Based on my and other users' experiences, it appears clear to me that the problem is either in the Roku's HDMI plug or the associated wiring/firmware/components.  The only way I've found to restore the signal consistently is to power down the Roku and it will make the connection instantly as soon as the Roku reboots.  I've seen Roku reps continuing to give the same advice to others who notice the problem and I've seen no signs that they are investigating it as a design or manufacturing problem.  This is the only Roku I've had with this problem and I've owned about eight up to now.  I'm not sure what to do, but my next step will be to specifically contact Roku, if they don't respond to this, and try for a replacement unit (or two - I have another I bought at the same time that I don't use much but may have the same problem when that happens.  I'll swap the two I have and see what happens next.)

app playback
  • Lokjaws's avatar
    Lokjaws
    4 years ago

    I had the same issue with 2 ROKU Ultra’s and my Visio TV. The fix was going into the ROKU Ultra advanced video settings and changing from Auto Detect display type to 4K HDR TV. Never lost the signal after that. 
     

    for some reason the ROKU thinks my TV is compatible with Dolby vision and selects that type when it’s in AUTO. But that leads to a No input and a blank screen  

48 Replies

Replies have been turned off for this discussion
  • Lokjaws's avatar
    Lokjaws
    Channel Surfer
    4 years ago

    I had the same issue with 2 ROKU Ultra’s and my Visio TV. The fix was going into the ROKU Ultra advanced video settings and changing from Auto Detect display type to 4K HDR TV. Never lost the signal after that. 
     

    for some reason the ROKU thinks my TV is compatible with Dolby vision and selects that type when it’s in AUTO. But that leads to a No input and a blank screen  

    • Bozopolis7734's avatar
      Bozopolis7734
      Binge Watcher
      4 years ago

      The fix of switching display from Auto to actual resolution has worked here so far. I had opened a return ticket. I'll wait for a few days. I still have a 1080p TV so that's what I selected. It was losing signal quite often on auto. Several hours since I switched it and way better. Thank!

    • Lokjaws's avatar
      Lokjaws
      Channel Surfer
      4 years ago

      Another point of data, my Visio has a setting called HDMI ULTRA Deep Color. It can be turned on/off for each HDMI input. When I couldn’t even get the roku screen to display long enough to change the display type, I was able to toggle that setting off, and the ROKU screen came back. It gave me a few minutes to force the roku into 4K HDR and all has been well since. 

    • Lokjaws's avatar
      Lokjaws
      Channel Surfer
      4 years ago

      Quick update: The 4K TV setting instead of 4K HDR TV is also stable with no issues since I posted this solution. Happy watching. 

  • Nurselemoine's avatar
    Nurselemoine
    Newbie
    5 years ago

    I too have experienced this problem to no avail. My fire stick works fine but I prefer Roku. Any response from Roku on replacing your device? Has to be a manufacturer issue. 

    • miketx's avatar
      miketx
      Channel Surfer
      5 years ago

      I haven't contacted Roku directly regarding this issue, except for this posting, which I hoped would gather some attention.   To me (a retired electrical/software engineer), this seems like either a HW or SW issue, and it's consistent across all my Roku streaming sticks, so it has to be happening to many other people also.  Even if its a hardware problem, I'll bet a software patch could be implemented that would fix it.

  • nconklin's avatar
    nconklin
    Reel Rookie
    5 years ago

    I have 2x Rokus that have this problem.  It appears that it has creeped in over time (over the last 6 months).  They are on two different televisions, using different HDMI connections/cables.  Unplugging and replugging the cable can fix it.  Performing a software reboot of the Roku can fix it.  Performing a hardware power unplug/cold boot can fix the problem.  It seems to be software related, almost like the HDMI driver gets into a state of confusion.  That is because it will attempt to renegotiate the connection.  Signal can go in and out.  It even appears to be resource related.  If I pause my YouTube video (basically freezing the display) then the Roku will recover the HDMI display.  But if the video keeps going then the HDMI connection will continue to blink in and out.

    Device: Roku Premiere+
    Software Version 9.4.0 * build 4200-29

    • BRocker43's avatar
      BRocker43
      Channel Surfer
      5 years ago

      Thanks for the thorough walk-through of the problem.  I think you're on the path to getting a solution.  I still can't understand why a Roku rep has not yet stepped in and admitted there might be a problem in their design/engineering/manufacturing process that has led so many of us to report this problem.  Simply replugging/reversing/swapping the HDMI cable does not do it in most cases and, even if it did, do we all want a product that loses connectivity randomly whenever it feels like it, forcing us to go through these steps?  Roku makes a good product in general and it is not in their interest to leave so many of us hanging.  What say, Roku?

      • StreamerUser's avatar
        StreamerUser
        Roku Guru
        5 years ago
        BRocker43 wrote:

        Thanks for the thorough walk-through of the problem.  I think you're on the path to getting a solution.  I still can't understand why a Roku rep has not yet stepped in and admitted there might be a problem in their design/engineering/manufacturing process that has led so many of us to report this problem.  Simply replugging/reversing/swapping the HDMI cable does not do it in most cases and, even if it did, do we all want a product that loses connectivity randomly whenever it feels like it, forcing us to go through these steps?  Roku makes a good product in general and it is not in their interest to leave so many of us hanging.  What say, Roku?

        Mostly because this is a Roku-provided user-2-user support board (with limited Roku employee presence, and they arent software/product engineers).

        You need to report the problems directly to Roku if you want resolution (and the more users reporting the same problem, the more likely/sooner it gets fixed, if ever):

        chat or email:  https://support.roku.com/contactus/contact-options  (choose setup/ultra/other/need more help?)

    • nconklin's avatar
      nconklin
      Reel Rookie
      5 years ago

      Turns out my theories were wrong.  I found a different HDMI and cable and swapped it.  It has had stability for over 24 hours now.  I guess it really depends on the quality/capability of the HDMI cable.

      • StreamerUser's avatar
        StreamerUser
        Roku Guru
        5 years ago
        nconklin wrote:

        Turns out my theories were wrong.  I found a different HDMI and cable and swapped it.  It has had stability for over 24 hours now.  I guess it really depends on the quality/capability of the HDMI cable.

        I've had to swap out several HDMI cables over the years that had "gone bad", and upon further testing all of them worked perfectly fine in some products/ports, but not with others (or just not with one particular product/port) - such are the vagaries of HDMI...

  • PeggyMae's avatar
    PeggyMae
    Reel Rookie
    3 years ago

    I read all the other suggestions for a fix and tried everything.  Finally I got on a CHAT with Roku and found the fix.  Well, it's a week now and I haven't had to unplug and replug my device yet.

    Here's the fix:

    1.   Go to Settings from the ROKU main menu

    2.  Go to SYSTEM

    3.   Go to POWER

    4.  Go to AUTO POWER SAVINGS

             a.  If there is a check box next to "After 20 minutes of no interaction "  remove it

             b.  Select System Restart

    • PeggyMae's avatar
      PeggyMae
      Reel Rookie
      3 years ago

      Been almost 4 months now and the fix has worked. 

  • miketx's avatar
    miketx
    Channel Surfer
    5 years ago

    I am having a similar problem with all of my Roku Streaming + sticks.   I have 3 of them, on 3 different brand TVs, and at least once a week...when I turn it on, the screen will be blank.   I can use the remote and hear the Roku clicking around the menu, but nothing appears on the screen.

    Sometimes I can choose a random Roku app to start (since I can't see anything on the screen).  The app will start, the screen works, and then I can hit the "Home" button and the Home screen appears.   But sometimes even that doesn't work.   If I power cycle the Roku, it boots up fine and the screen works again.

    Since it is 3 different brand TVs having this problem, it is definitely a Roku HW or SW bug.

  • JHawk's avatar
    JHawk
    Newbie
    5 years ago

    I too have this problem. I just hooked up my new Premiere Roku & even durning set up video would cut in & out, and still durning watching will cut out or totally loose connection, this happens in the home screen as well in any app. This unit is brand new & newly updated it is unwatchable. Im at the point to give up & return it.  

    • BRocker43's avatar
      BRocker43
      Channel Surfer
      5 years ago

      As the original poster, I'd like to add that my problems continue (i.e., "no signal" coming from the HDMI Roku output).  It's not as frequent but I've swapped out all of the components and cables,  and still the only solution is to unplug the Roku and let it restart, and then it will hold the signal for a few days or more.  I can't believe that Roku has not dealt with this problem yet.

      • svogel's avatar
        svogel
        Newbie
        5 years ago

        I have a new Roku Ultra.  I've found that when I use the "up volume" button on the Roku remote, the HDMI output to the TV stops. Power indicator on the Roku Ultra is still on. The TV then shows "no signal" on HDMI2.  If I press "up volume" again, the signal and the picture returns.  This does not just happen with the Roku remote, the same thing happens with the "up volume" button on the TV remote.  So I know that this is not an issue with the Roku remote, or TV remote, it's an issue with how the Roku device is interpreting the "up volume" signal from either remote.  So seems likely to be a software issue.  The TV brand that I have is "Insignia", if that is helpful.

  • BRocker43's avatar
    BRocker43
    Channel Surfer
    5 years ago

    I think I was one of the first to report this problem.  All I can add is that my problem very slowly got better and now it rarely recurs.  I assumed that Roku found a fix and included it in one of the updates, but given that you're having the exact same problem now, my assumption may not be correct.  Could a Roku rep please weigh in on this exchange and let all of us know what is being done?  The only other thing I can think of is that whatever part is the culprit (possibly the Roku connector itself) has now made a solid connection just from being plugged into/unplugged over all of my attempts to resolve the problem.

  • Ranger54's avatar
    Ranger54
    Newbie
    5 years ago

    Curious if anybody from Roku responded. I am having the same problem. I followed the on screen instructions and it corrects the issue temporarily. I have also replaced the HDMI cable and swapped devices putting an Infinity Flex on the new HDMI cable for a few weeks with no issue. Reinstalled the Ultra and the problem returned. 

  • Anonymous's avatar
    Anonymous
    3 years ago

    I had the same problem. I went into setting, system, power and found a setting that automatically turns off the ROKU Ultra power after 20 minutes. I turned that automatic shut down OFF. Everything has been fine since.

    • tomlange's avatar
      tomlange
      Reel Rookie
      3 years ago

      I had to resort to a hardware approach. I took an open-end usb cable and attached the power leads to a relay. The relay contacts break into an extension cord that feeds the ROKU power adapter. This starts the ROKU from scratch instead of already being powered up and running. All of the tv HDMI is ready before the ROKU HDMI starts to communicate, which appears to have been the problem. The ROKU folks could probably just put in some sort of delay to the HDMI port to allow the tv to "boot".

      • tomlange's avatar
        tomlange
        Reel Rookie
        3 years ago

        I forgot to mention that the usb cable that feeds my relay gets plugged into the tv usb port. That way, when the tv is turned on, it switches on the roku wall wart instead of it being powered on all the time.

  • ksiemb's avatar
    ksiemb
    Reel Rookie
    2 years ago

    Roku will connect fine, week after week after week, but occasionally it will get a connection error pertaining to the HDMI. I unplug the HDMI from the ROKU connection and plug it back in. Then get the message to press the down key on my Original Samsung Remote. Then things resume normally for awhile.

    If it works once why not ALL THE TIME ? !