Your Digital Media Has Never Looked So Good

 
shivba
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Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 9:49 am

I purchased a Roku Ultra from the Roku store thinking I would get a reliable device but ended up with a defective Roku Ultra 4640 that does not display 1080 and above video reliably. Even for 720p, I get snowy picture.

I have tried connecting the Roku Ultra in the following two configurations with different high grade cables. In both configurations if I set the video to Auto detect, I get a snowy picture with flickering for 1080 and above. The problem can be seen consistently on both the configurations. 
Roku Ultra 4640 
Serial # YP00EC507535
OS 9.00 build 4084
Configuration 1 
Roku Ultra 
SONY Bravia 46EX400 (1080p)
- HDMI 1.4, HDMI with ARC
HDMI high speed & HDMI High speed with Ethernet cable
- Ultra connected on Wired and Wireless
Symptoms - Ultra boots up and starts correctly but screen flickers on both autodetect or any configuration above 1080. If forced to 720p, the picture is snowy but barely viewable.

Configuration 2
Roku Ultra
SONY Bravia XBR55AF8 (4K HDR)
- HDMI 2.0
HDMI high speed & HDMI highspeed with Ethernet cable
Ultra connected on Wired and Wireless

Symptoms - Ultra boots up and starts correctly but screen flickers on both autodetect or any configuration

I am surprised that Roku sold me a defective unit, which was confirmed when I got a 4K TV
My problem is similar to the one listed in https://forums.roku.com/viewtopic.php?f=28&t=116238&p=594156&hilit=snowy+picture#p594156 but its more consistent on my unit.
 
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jeffrok
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 10:21 am

It's called a lemon, it happens. Return it for a new unit.
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
 
shivba
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Joined: Fri Jan 04, 2019 9:22 am

Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 10:35 am

Thanks - will return it.

I have  Roku 3s that work just fine in both the configurations but was hoping the Ultra's 4K support will look much better. Hopefully the return experience is painless with Roku.
 
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jeffrok
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 10:44 am

shivba wrote:
Thanks - will return it.

I have  Roku 3s that work just fine in both the configurations but was hoping the Ultra's 4K support will look much better. Hopefully the return experience is painless with Roku.


Good luck.. if you have problems returning it, come back here to the forums and RokuShawn may be able to assist further.. usually though, if you're within 30 days of purchase, a return should be very easy.

Edit: In the future, I'd recommend buying from anywhere but Roku directly.. Target and Walmart have great return policies within 30 days, as does Amazon (except sometimes you get stuck paying return shipping, though Kohl's, at least in my city, is a free return dropoff site).
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
 
Miami Son
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 11:08 am

shivba wrote:
Thanks - will return it.

I have  Roku 3s that work just fine in both the configurations but was hoping the Ultra's 4K support will look much better. Hopefully the return experience is painless with Roku.

Understand that the 4K support only works if you have a TV that supports 4K and the content you are watching is in 4K. Having a Roku that supports 4K does nothing to improve the quality of 1080P content. The Roku will not upconvert it like some DVD players do, and it won't matter if your TV only does 1080P.
 
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DBDukes
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 11:18 am

shivba wrote:
Thanks - will return it.

I have  Roku 3s that work just fine in both the configurations but was hoping the Ultra's 4K support will look much better. Hopefully the return experience is painless with Roku.

My return of a bad Ultra was painless. I provided the receipt showing it was within warranty period (1 year), and I got an RMA. I got my replacement within a week of sending the bad one back.

You might not be so lucky. You say your Roku is a 4640 you bought directly from Roku. If you’re in the U.S., that would be an interesting situation, as the 4640 was replaced by the 4660 in October 2017.
DBDukes
http://TelevisionMyWay.com
-------------------------------------------------
Roku Ultra (4660)
Roku Premiere+ (3921)
Roku Stick (model 3600)
 
shivba
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 12:45 pm

Miami Son wrote:
shivba wrote:
Thanks - will return it.

I have  Roku 3s that work just fine in both the configurations but was hoping the Ultra's 4K support will look much better. Hopefully the return experience is painless with Roku.

Understand that the 4K support only works if you have a TV that supports 4K and the content you are watching is in 4K. Having a Roku that supports 4K does nothing to improve the quality of 1080P content. The Roku will not upconvert it like some DVD players do, and it won't matter if your TV only does 1080P.

@Miami Son - I know that. I am stating the ROKU Settings->Video mode for both configurations which is the output coming out of the Roku regardless of content. This unit does not even output 1080. The SONY XBR55AF8 is a 4K OLED TV but the ROKU will not output any video signal that is displayable. 
 
shivba
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Joined: Fri Jan 04, 2019 9:22 am

Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 12:48 pm

DBDukes wrote:
shivba wrote:
Thanks - will return it.

I have  Roku 3s that work just fine in both the configurations but was hoping the Ultra's 4K support will look much better. Hopefully the return experience is painless with Roku.

My return of a bad Ultra was painless. I provided the receipt showing it was within warranty period (1 year), and I got an RMA. I got my replacement within a week of sending the bad one back.

You might not be so lucky. You say your Roku is a 4640 you bought directly from Roku. If you’re in the U.S., that would be an interesting situation, as the 4640 was replaced by the 4660 in October 2017.

Interesting, I bought it from Roku store around Nov 2017. Looks like they got rid of all the defective old units and I must have landed with one.
Will take JeffRok's advice into account and never buy from Roku directly. Its counter intuitive that a unit directly purchased from Roku is not reliable.
 
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jeffrok
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 1:12 pm

Wait, you had it for a year+, and it failed, and you referred to it as defective? I would not call that "defective" if you got a year's use out of it.. short-lived maybe but not not defective.
I seriously doubt the quality of the unit you bought from Roku directly did not differ from any other Roku bought from any other vendor.. I was just saying it might wiser to buy from a brick and mortar store for returns purposes, but since you're outside of the warranty period, it wouldn't matter WHERE you bought it from.
You just got unlucky this time around.
One thing you could try is replacing the power supply of the Ultra. Yes, they need to be bought from the Roku store. ;P
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
 
Miami Son
Posts: 88
Joined: Wed May 16, 2018 12:39 pm

Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 1:14 pm

If it has an optical out it is a 4640. Otherwise, it is not. You sure you did not buy a refurbished unit? Hard to believe they would send you old stock for a new model.
 
shivba
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Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 1:42 pm

@jeffrok - I am sure it was defective on delivery as I could never really get it to work on my 1080p TV. I should have returned it within 30 days but kept it around to debug the problem. Finally got around to trying it on my 4k HDR TV. It showed the same problems. Tried swapping power supply as well. No change.

@Miami Son - yes, it has optical OUT. I also looked at the back of the unit for model number AND checked my original receipt. Its not refurbished.

I am hoping Roku will trust a long time customer and honor with a replacement. If not, there are more choices for streaming players to consider.
 
Miami Son
Posts: 88
Joined: Wed May 16, 2018 12:39 pm

Re: Got a faulty Roku Ultra from Roku store

Fri Jan 04, 2019 2:39 pm

shivba wrote:
I am hoping Roku will trust a long time customer and honor with a replacement. If not, there are more choices for streaming players to consider.

I sure hope so. Not kosher to send an outdated unit to a customer that thinks they are buying a new, latest model available unit. I bought a brand new 4640 2 months ago primarily for the TOSLink, but I knew what I wanted and searched it out. Had I simply bought one thinking it was the newest model and got the older one I would be pissed.
 
shivba
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Joined: Fri Jan 04, 2019 9:22 am

Re: Got a faulty Roku Ultra from Roku store

Mon Jan 14, 2019 12:11 am

Update - after responding to many questions, and going back and forth with Roku support, they have offered to replace the faulty device. Glad to report that tips from this forum helped. Thanks! 
 
shivba
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Joined: Fri Jan 04, 2019 9:22 am

Re: Got a faulty Roku Ultra from Roku store

Fri Feb 08, 2019 2:57 pm

I am shocked that Roku has now taken my defective Roku Ultra and they have not sent a replacement - its been 15 days.
As per instructions from support, I returned my defective Roku Ultra in the original packaging with all spares, accessories to the assigned address. I was told a return would be mailed in 1 business day and reach within no more than 5 days. Its almost 2 weeks since the day the unit was delivered to the Roku address. No response. I opened a new support issue - no response.
 
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DBDukes
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Re: Got a faulty Roku Ultra from Roku store

Fri Feb 08, 2019 3:02 pm

shivba wrote:
I am shocked that Roku has now taken my defective Roku Ultra and they have not sent a replacement - its been 15 days.
As per instructions from support, I returned my defective Roku Ultra in the original packaging with all spares, accessories to the assigned address. I was told a return would be mailed in 1 business day and reach within no more than 5 days. Its almost 2 weeks since the day the unit was delivered to the Roku address. No response. I opened a new support issue - no response.

Contact Tanner via PM.

Send him the tracking info on your return package so he can see when it was received by Roku. Also, give him the RMA number Roku gave you.

He should be able to escalate with that info.
DBDukes
http://TelevisionMyWay.com
-------------------------------------------------
Roku Ultra (4660)
Roku Premiere+ (3921)
Roku Stick (model 3600)

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