Forum Discussion

immsbhaven's avatar
immsbhaven
Binge Watcher
2 years ago

Roku Ultra having crackled, muffled, and very low sound

April 2024   I have 2 separate issues! I hear a pop-screech sound from the Ultra then this happens: 1. The Audio sounds goes very loud with a crackled/Muffled until I reset it.   2. Ver...
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immsbhaven's avatar
immsbhaven
Binge Watcher
2 years ago

I have 3 Rokus and they all have these same sound issues. Today, one dropped sound completely, which is new! Another issue to add to the list. 
I do not have any other things plugged into tv, just the Roku Ultra. 

Roku software version is 12.5.5 build 4174-46

ive done everything on my end to fix this  

it’s been going on for over a year now, 

I have to reset daily, sometimes a few times daily  

 

RokuJanadeeK's avatar
RokuJanadeeK
Retired Moderator
2 years ago

Thanks for keeping us in the loop, immsbhaven.

We apologize for this experience. We appreciate your patience in dealing with this.

May we know how you are reproducing the issue? Are there any channels affected by this audio issue? Could you tell us the steps you have taken so far?

Additionally, please provide us with the following details so we can look closely into your devices:

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

Please continue to keep us informed so we can continue assisting.

Sincerely,
Janadee

  • immsbhaven's avatar
    immsbhaven
    Binge Watcher
    2 years ago

    It happens on every app I use. Sling, Netflix, max, Hulu prime. All of them. 

    I can’t reproduce it as I don’t do anything, it does it all by itself. Sounds goes up and scratchy sounding & other times it goes super low and I can barely hear it when volume is maxed out. 

    I have 3 Ultra LT’s  but I’m only send info on one because I already put away the other 2 from the first person who asked questions. 


    model 4662RW, serial YJ0011665284, software version 12.5.5 build 4174-46, device ID 046071665284

    Connected to a Samsung tv. 

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      We appreciate your response, immsbhaven.

      Our appropriate team is currently aware of this issue and would like to look closely into the devices affected. With that being said, we'll also request for this detail:

      • 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).

      We're hoping for your response.

      All the best,
      Janadee

      • immsbhaven's avatar
        immsbhaven
        Binge Watcher
        2 years ago

        The sound just turned distorted, loud and scratchy, here’s the resulted from the 5 home, 5 back instructions  


        Issue report tracker

        Model: 4662RW - Roku Ultra LT

        Serial number: YJ00GD322249 (04605G322249)

        Software version: 12.5.5 • build 4174-46

        GC version: 11.3.24

        Timestamp: 2024-04-20T00:29:03Z

        Please use issue ID 49-158-429 to report the current issue.