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Tracer9
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Joined: Sun Jul 22, 2018 11:20 am

Recent TCL Roku TV update won't output PS4 video

Sun Jul 22, 2018 11:50 am

TCL Roku Model: 48FS3700
TCL Roku Update: July 18, 2018
PS4 Model Number: CUH-1215A
PS4 System Software: 5.55 (last updated May 17, 2018)

After a recent Roku update my TCL Roku TV won't display PS4 output, it either says "No Signal", gets stuck on "Just a sec..." or simply shows a black screen.  I tried connecting to different HDMI inputs, but the behavior is the same.  I tried switching between different HDMI cables, but the behavior is the same.  I turned off HDCP and HDMI Link on the PS4, but the behavior is the same.  This only happens with the PS4, my Nintendo Switch for example displays just fine.

HOWEVER, if I press the physical "Reset" button on the back of the TV right above the HDMI inputs, it will correctly output the PS4 video display as usual.

Thinking it must be an issue with the Roku TV itself, I performed a factory reset on the Roku TV.  This fixed the issue, the PS4 display now displays normally like before.  This leads me to believe that the display issue is related to the recent Roku TV update on July 18.  I thought this might be useful information for the Roku developers to know, and for anyone else who might encounter this issue.
 
mamen8tr
Posts: 1
Joined: Mon Jul 23, 2018 6:47 pm

Re: Recent TCL Roku TV update won't output PS4 video

Mon Jul 23, 2018 6:49 pm

Having the same issue with my tv after the update.. I have to keep unplugging and plugging in my tv, I will try the factory reset.
 
go2sleep327
Posts: 6
Joined: Mon Apr 01, 2019 4:46 am

Re: Recent TCL Roku TV update won't output PS4 video

Tue Apr 02, 2019 4:52 pm

This is currently happening to me now. My temporary fix is to Restart the TV from the settings menu. I have to do this every time I wanna play my PS4 and it’s very annoying. Will an update fix this? I’ve tested my PS4 Pro on a different TV and it works just fine. I’ve also tested my original model PS4 on this TCL TV and the same issue occurs for that PS4 as well. So, for some reason the TCL does not like PS4 consoles.
 
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RokuTannerD
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Joined: Tue Mar 20, 2018 2:37 pm

Re: Recent TCL Roku TV update won't output PS4 video

Wed Apr 03, 2019 12:12 pm

@go2sleep327 

Thanks for the note here. In Settings>TV inputs>HDMI[1/2/3]>HDMI mode, have you tried changing this to HDMI 2.0 for the HDMI port that your PS4 is connected to? Does this resolve the issue you are seeing? 

Thanks,
Tanner
Tanner D.
Roku Community Manager
 
go2sleep327
Posts: 6
Joined: Mon Apr 01, 2019 4:46 am

Re: Recent TCL Roku TV update won't output PS4 video

Wed Apr 03, 2019 10:34 pm

RokuTannerDB wrote:
@go2sleep327 

Thanks for the note here. In Settings>TV inputs>HDMI[1/2/3]>HDMI mode, have you tried changing this to HDMI 2.0 for the HDMI port that your PS4 is connected to? Does this resolve the issue you are seeing? 

Thanks,
Tanner

Yes, I’ve tried that. It’s exactly what Roku support email told me to do, and it did not work. 
 
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RokuTannerD
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Joined: Tue Mar 20, 2018 2:37 pm

Re: Recent TCL Roku TV update won't output PS4 video

Thu Apr 04, 2019 10:48 am

@go2sleep327

Thanks for clarifying. Do you observe this behavior when first turning the TV on, or when attempting to switch to that HDMI input on the TV while the TV is already on? 
Tanner D.
Roku Community Manager
 
go2sleep327
Posts: 6
Joined: Mon Apr 01, 2019 4:46 am

Re: Recent TCL Roku TV update won't output PS4 video

Sat Apr 06, 2019 4:31 pm

RokuTannerDB wrote:
@go2sleep327

Thanks for clarifying. Do you observe this behavior when first turning the TV on, or when attempting to switch to that HDMI input on the TV while the TV is already on? 


When I turn on the TV, I’m brought to the Home Screen. From there, I select HDMI 2, then the screen goes black for about one second, then says there’s no signal. I’m assuming it goes black for one second because it reads the signal for that short time, before it doesn’t read it anymore.
 
go2sleep327
Posts: 6
Joined: Mon Apr 01, 2019 4:46 am

Re: Recent TCL Roku TV update won't output PS4 video

Mon Apr 08, 2019 4:09 am

Can I just have my firmware retracted back to 8.0 when my TV was working flawlessly please?
 
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RokuTannerD
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Joined: Tue Mar 20, 2018 2:37 pm

Re: Recent TCL Roku TV update won't output PS4 video

Mon Apr 08, 2019 9:59 am

@go2sleep327 

Thanks for the update. Please send me a PM with your Roku account email address, the serial number of your TV from Settings>System>About, and include the details of your setup including the specific model of PS4 you are connecting and any A/V receiver make/model information if you are using one. I'll follow up with you directly to continue assisting you. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
 
Willaus5998
Posts: 1
Joined: Tue May 21, 2019 8:34 pm

Re: Recent TCL Roku TV update won't output PS4 video

Tue May 21, 2019 8:37 pm

I’ve done all of the above and I still can’t connect my PS4
 
go2sleep327
Posts: 6
Joined: Mon Apr 01, 2019 4:46 am

Re: Recent TCL Roku TV update won't output PS4 video

Wed Jun 05, 2019 4:51 am

Willaus5998 wrote:
I’ve done all of the above and I still can’t connect my PS4


Did your issue ever get fixed? I’ve been PMing a Roku employee for the past 2 months and they still can’t solve the issue. It’s to the point where I’m gonna have to buy a new TV which is a shame because the TV works fine for everything else except the PS4.
 
tntupper
Posts: 1
Joined: Thu Jul 18, 2019 7:06 am

Re: Recent TCL Roku TV update won't output PS4 video

Thu Jul 18, 2019 7:11 am

I just bought my TV and having the same issue from the start. Says "No Signal" and "are you sure the machine is on?" Are you kidding me?
 
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RokuTannerD
Posts: 637
Joined: Tue Mar 20, 2018 2:37 pm

Re: Recent TCL Roku TV update won't output PS4 video

Fri Jul 19, 2019 9:40 am

Thanks for reaching out. 

In Settings>TV inputs>HDMI mode>HDMI # (that your PS4 is connected to), try changing this option from 'Auto' to HDMI 2.0. Please let us know if this helps resolve the issue. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
 
Stimbot
Posts: 1
Joined: Thu Aug 08, 2019 5:26 pm

Re: Recent TCL Roku TV update won't output PS4 video

Thu Aug 08, 2019 5:28 pm

I've tried everything mentioned in this thread and it's still not working. How have you not fixed this is over a year?!
 
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RokuTannerD
Posts: 637
Joined: Tue Mar 20, 2018 2:37 pm

Re: Recent TCL Roku TV update won't output PS4 video

Fri Aug 09, 2019 9:17 am

@Stimbot 

Please send me a private message with your Roku account email address, the serial number of your TV, more details about the different HDMI cables that you have tried, along with any Settings you have tried changing on your TV. I'll continue to assist you to see what else we can recommend. 


Thanks,
Tanner
Tanner D.
Roku Community Manager

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