Solving playback issues

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Shapeshifter
Level 8

Roku Ultra 4800 having issue

Same problem here. Model 4800x Ultra.  If you could put me back to previous update i would appreciate that. I will say when i unplg it it work fine till i turn tv off with controller. But i would like to be put back to previous update. I do not know if my id is zeros or just o’s i have no way of telling. 

ESN: X01000jpej36

Device id s02a20apej36.

6 REPLIES 6
CarlJ
Level 7

Re: Roku Ultra 4800 having issue

we have been having strange / random turning on of the TV and Roku Ultra 4800X since the update ( 10.5.0 I am assuming) was announced via email last Wednesday night or Thursday morning 11/28/22.

We have found the TV and Roku Ultra box on around 9:30 am.

Both Sony TV, Sony Amplifier, and Ultra box are interconnected to turn on and off together.

All Roku programmed channels are working fine including Netflix, Amazon Prime, YouTube, etc.

Model- 4800X - Roku Ultra

Software Version-  10.5.0 - Build 4201-C2

Uptime - 3 days, 11 Hours, 37 minutes

Any ideas on what to try?

CarlJ

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra 4800 having issue

@Shapeshifter @CarlJ 

Thanks for the post.

Can you please specify the issue you are experiencing? 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

Danny R.
Roku Forum Moderator
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Shapeshifter
Level 8

Re: Roku Ultra 4800 having issue

Apps will work until i go to a different app the there loading screen is eternal. Go to another app same thing. Unplug Roku repeat. 

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Shapeshifter
Level 8

Re: Roku Ultra 4800 having issue

Another thing it is doing is before update i would turn tv on and apps would be on screen. Now i turn tv on and i have to hit home button on Roku to see apps. 

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renojim
Community Streaming Expert

Re: Roku Ultra 4800 having issue


@Shapeshifter wrote:

Another thing it is doing is before update i would turn tv on and apps would be on screen. Now i turn tv on and i have to hit home button on Roku to see apps. 


That's normal if "power savings" is enabled under Settings->System->Power.  The power button on the Roku remote only affects the TV, not the Roku device.

Roku Community Streaming Expert

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Shapeshifter
Level 8

Re: Roku Ultra 4800 having issue

I know it is normal i am just telling you the changes i am seeing from update bc i did not have that setting chosen. Ate you guys ever going to roll out an update or give us new update to fix this?  This has went on long enough. 

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