Forum Discussion

Stvhooker3's avatar
Stvhooker3
Binge Watcher
2 years ago

Choppy stuttering audio on multiple premiere units inits

I have two Roku premiere units on a fast Internet connection. After performing well for years, in Feb of 2024, both started having audio problems. The sound is sometimes choppy and stuttering. A couple of times the audio speed and pitch has decreased and has no longer been in sync with the video. It started on two different units at the same time(in Feb, 2024). I have found many complaints of similar problems, but when I started a support ticket, all i got was reboot your router. If I stream on the same network to my phone or tablet, there are no audio problems. I've been using rokus for years, but I'm starting to think I'm going to have to find another streaming solution. All I've gotten out of support is "reset your Internet connection." When the problem starts, if I pause the video for a few seconds and let the sound have more time to load, it works properly.

app playback

9 Replies

Replies have been turned off for this discussion
  • Stvhooker3's avatar
    Stvhooker3
    Binge Watcher
    2 years ago

    The problem resolved itself, seemingly on its own. I'm guessing Roku knew there was an audio buffering issue, and didn't want to bother with telling us that.i don't find a way to close the ticket, but if. Could, that's what I'd do.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Stvhooker3,

    Thank you for posting here in the Roku community!

    We understand you're having a problem with the Roku Premiere. We're happy to assist you further. Please try the steps below.

    1. Press Home on your Roku remote.
    2. Scroll and select Settings.
    3. Select System.
    4. Select Power. If you do not see a Power submenu, skip to the next step.
    5. Select System Restart.

    Let us know how it works, and we will continue to assist you further.

    Thanks,                                                                                                                                              John

    • JDM2010's avatar
      JDM2010
      Newbie
      2 years ago

      That's a horrible answer and I too have been ready to reinstall my Apple TV. Roku needs to fix this audio issue or admit they can't fix it.

      Reboot? That's insulting. Do you not think that every single person who can pour piss out of boot before putting it on, has not rebooted about 50 times?

    • Stvhooker3's avatar
      Stvhooker3
      Binge Watcher
      2 years ago

      Okay. So Roku is not going to help with this, and neither is the community. The units I have,(Roku premiere) are no longer eligible for agent support. This happened on both units at the same time. It was a software upgrade that doesn't work for the premiere, and they don't give a **bleep**, because it's a little older than it was a few months ago. That'd be okay if I could go back to the last upgrade that did work, but I can't. They just don't give a **bleep**. They could fix this but they don't want to. Why should I upgrade to a newer Roku unit when they don't give a **bleep** about the fact that my current units no longer work, and it's their fault? They worked until the last upgrade, which was in January. 

       

      The original post:

      I have two Roku premiere units on a fast Internet connection. After performing well for years, in Feb of 2024, both started having audio problems. The sound is sometimes choppy and stuttering. A couple of times the audio speed and pitch has decreased and has no longer been in sync with the video. It started on two different units at the same time(in Feb, 2024). I have found many complaints of similar problems, but when I started a support ticket, all i got was reboot your router. If I stream on the same network to my phone or tablet, there are no audio problems. I've been using rokus for years, but I'm starting to think I'm going to have to find another streaming solution. All I've gotten out of support is "reset your Internet connection." When the problem starts, if I pause the video for a few seconds and let the sound have more time to load, it works properly.

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Thanks for keeping us in the loop, Stvhooker3.

        We apologize for the inconvenience this has caused. We'll do our best to help.

        May we know if there are other external audio devices attached to your TV besides your Roku device? What are the steps to reproduce it? Have you tried hooking the Roku device to a different TV just to check if there are any differences in the streaming experience?

        Additionally, could you provide us with the information below?

        • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).

        We look forward to your responses and gathering your details.

        Sincerely,
        Janadee

  • Cheetah15's avatar
    Cheetah15
    Binge Watcher
    2 years ago

    The issue with both my premiers are only an ongoing audio issue with 'Only' DirectTV. None of my other apps have this issue within my Roku. 

    Is anyone ever going to work on this issue that has been going since 2022?

    This sucks

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Cheetah15,

      Greetings from the Roku Community!

      After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

      If there's anything else that we can do to assist you, please let us know.

      Regards,
      John