Solving playback issues

[fatalwario]

Like the subject says, 4K playback not available, only 1080p

TV - Samsung UHD 4K TV DU7200

Roku -Roku Express 4K+

Receiver - Sony STRDH590 5.2 channel surround sound home receiver:4K HDR AV receiver with Bluetooth

Tried different HDMI cables including https://www.amazon.com/dp/B0C233RXF5?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1

Roku player is connected directly to TV, only eARC HDMI audio goes to Stereo Receiver

Tries both HDMI imputs on TV

Thanks

[RokuRiamie-D]

Hi @fatalwario,

Welcome to the Roku Community!

We understand that the 4K resolution on your Roku Express 4K+ is not available. We would like to take a closer look into this.

Please provide us with the following:

• Photo of the TV screen from the Roku Display settings.
  Select Settings and then Display Type
• Does this issue occur while streaming? If so, on which channel and with what content?

In the meantime, we suggest you try restarting your device's system by following these steps: Settings > Select System > Select Power. If you do not see a Power submenu, skip to the next step > Select System restart.

We look forward to your response.

Cheers,
The Roku Community Team

[fatalwario]

[RokuRiamie-D]

Thank you for your response @fatalwario.

We are having trouble viewing the requested photo that you have sent. Please follow these steps on how to insert an image in a post.

To insert an image in a post:

1. Start a new post.
2. Click Insert Image.
3. Choose an image source location.
4. Follow the on-screen instructions

We hope this helps.

Thanks,
The Roku Community Team

[fatalwario]

TV - Samsung UHD 4K TV DU7200

Roku -Roku Express 4K+

Receiver - Sony STRDH590 5.2 channel surround sound home receiver:4K HDR AV receiver with Bluetooth

Tried different HDMI cables including https://www.amazon.com/dp/B0C233RXF5?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1

Tried restarting Roku player

Roku player is connected directly to TV, only eARC HDMI audio goes to Stereo Receiver

Tried both HDMI inputs on TV

Thanks

[RokuEmmanuel-D]

Great to see you here in the Roku Community, @fatalwario!

We're glad you reported this. We can help you check things out and get you up and running quickly.

Here are a few things can check before we proceed: 

• Compatible 4K TV with an available HDMI 2.0 input that supports HDCP 2.2
• Roku player capable of streaming 4K
• Good internet connection with enough bandwidth to stream 4K (up to 25 Mbps may be needed)
• Streaming services like Netflix, Apple TV, or Disney+ with a plan that supports streaming in 4K
• Premium High-Speed HDMI^® Cable (*not needed when connecting a 4K-compatible Roku Streaming Stick^® directly to a compatible TV)

Check out this support article here for additional tips!

Beep us up if you need more help.

Best,
The Roku Community Team

[fatalwario]

TV - is HDMI Maximum Input Rate 4K 60Hz (for HDMI 1/2/3) - Samsung UHD 4K TV DU7200 (2024)

Cable - is HDCP 2.2 compatible, https://www.amazon.com/dp/B0C233RXF5?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1 (cable is direct from Roku to TV, does not go through receiver)

Have Good internet connection, 1GB and very close to router . Error happens before streaming anything.

Thanks

[RokuRiamie-D]

Hi @fatalwario,

Thanks for providing additional details about your issue.

We would like to coordinate this with our Roku team for review. Please provide us with the following:

• Roku device serial number, device ID, and OS version and build. (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 look forward to your response.

Cheers,
The Roku Community Team

[fatalwario]

SERIAL: X02200DL2DKE

BUILD: 7709-E4

VERSION: 14.1.4

TRACKER: ID KE-070-365

SOFT VER: 14.1

DEVICE ID:S0HAK45L2DKE

GC VER: 13.0.16

Thanks

[RokuRiamie-D]

Thank you for providing your Roku device details @fatalwario.

We have forwarded your information to our Roku team for review. We will update you as soon as we have information about this issue.

Your patience would be appreciated as we work on this matter.

Thanks,
The Roku Community Team