Forum Discussion

phlegmer's avatar
phlegmer
Binge Watcher
5 years ago

Media Player App no longer has sound

We have a Synology NAS where I store my .m4v files to stream to my Roku Ultra.  This has been working nicely since I got it a couple years ago now.  Recently, however, I can no longer stream.  The vi...
RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
5 years ago

phlegmer

Thanks for the post.

We would be happy to look further into this issue. However we need some details to continue, can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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

-would you be willing to provide a content sample for us to use to replicate

Once we have this information, we will be able to investigate further.


Thanks,
Danny

phlegmer's avatar
phlegmer
Binge Watcher
5 years ago

Roku device model
4670RW - Roku Ultra


serial number
YJ0054801139


device ID
KX9985801139


software OS/version
10.0.0 build 4185-46


does this issue occur on a specific channel?
Yes

if so, what channel and what version/build is the channel
Roku Media Player
v5.5 Build 9


tracker ID when this issue occurs
39-181-503

would you be willing to provide a content sample for us to use to replicate
Sure, how do I upload?

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    5 years ago

    phlegmer

    Thanks for the information.

    I have sent you a PM (private message) requesting additional information.

    Once we have that information we will be able to assist you further.


    Thanks,
    Danny

    • phlegmer's avatar
      phlegmer
      Binge Watcher
      5 years ago

      Sample clip has been sent.  Was there anything else you require?

       

      Thanks

      • Bob2050x's avatar
        Bob2050x
        Streaming Star
        5 years ago

        Hello,

        ALL of my Roku Express + units were updated today (May 13, 2021) to Software Version 10.0.0 Build 4195-51 and about half of my stored videos either have a very loud clicking sound for audio or no audio at all!  Most of the problem files are Matroska.  Some work and some don't.  Even some of my MP4 files have the same problem!  May 12, 2021 EVERYTHING worked properly!

        Once again a Roku update is causing serious issues with Roku Media Player!

        Please fix it ASAP or return to the previous build!

        Thank you.