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 coup...
app playback
Stvhooker3's avatar
Stvhooker3
Binge Watcher
2 years ago

Steps to recreate problem:

1. Press play

2.Listen to distorted, choppy audio which sometimes is slowed down and out of sync with video. 

3. Press pause and wait a minute or 2

4. Press play and watch video with normal audio.

I have 2 premiere devices connected to two different tvs. Both have the same issue and it started at the same time(late Jan/early Feb) I haven't swapped them to see if the problem persists or moves

because both units have the same problem. I have no external audio devices. It appears to be a buffering issue. 

Device one: Model 3920RW Roku Premiere

Serial:YH00DG931078

Device ID: JF289D931078

Software version 12.5.5 build 4174-91

Last update 1-18-24

-------------

Device 2

Model 3920X Roku Premiere

Serial YH006C409015

Software ver 12.5.5 build 4174-91

Device ID K439D6409015

Last update 1-18-24

RokuJanadeeK's avatar
RokuJanadeeK
Retired Moderator
2 years ago

Thanks for keeping in touch and providing precise information, Stvhooker3.

Thanks for letting us know about the behavior you are seeing with your Roku device, and we appreciate the troubleshooting steps you've taken so far. Rest assured, we'll flag this concern to the appropriate Roku team for further investigation. Kindly provide us with the additional information below for all the devices affected:

  • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
  • What specific channels or specific content are affected? This will help us replicate this issue.

Additionally, could you try performing a system update on your devices and see if the issue persists?

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee