Forum Discussion

theMezz's avatar
theMezz
Streaming Star
3 years ago

Roku Ultra Sound and Video Blacks out 2-3 seconds every hour or so with all apps

4 Day old Roku Ultra Box Sound and Video Blacks out 2-3 seconds every hour or so with all apps Unless solved I am going to have to send this back for a refund  
RokuNimfa-C's avatar
RokuNimfa-C
Retired Moderator
3 years ago

Hi theMezz, 

Thanks for your post.

Let us help you get up and running. We understand that you are experiencing an issue with all channels on your Roku Ultra. Let's try to troubleshoot your device and see if there's any difference after. Have you tried to restart your device? You can use the following steps to restart it from the Settings menu.

  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

Once done, we recommend verifying the quality and stability of your network connection as this could be a potential factor contributing to the issue. You can access and review the results of the most recent connection check by visiting Settings > Network > About.

You may also refer to this link: How to resolve a channel playback issue

If the issue you are still experiencing the issue, can you please provide the serial number of your Roku device from Settings>System>About?

Keep us posted and we'll be able to assist you further.


Regards,
Nimfa

  • theMezz's avatar
    theMezz
    Streaming Star
    3 years ago

    More info:
    This is a little complicated

    I have a LG ROKU TV.
    I have a ROGU ULTRA BOX
    I have APPLE TV BOX

    Just added ROKU SPEAKERS and ROKU Ultra Box (new)

    With the Roku Speakers AND the Roku Ultra - approx once per hour, the sounds goes out - a second later the video goes blank - two seconds later the sound and the video come back on.

    With the Roku Speakers AND the Apple TV Box - approx once per hour, the sounds goes out - a second later the video goes blank - two seconds later the sound and the video come back on.

    With the Roku Internal to the LG TV and the TV Speakers -things work ok.

    I have not yet tried the ROKU Internal to the LG TV with the Roku Speakers yet.

    I am suspecting something is wrong with the Roku Speakers and not the Roku Ultra.

    The TV is a LG 55LF5700-UA Oct 2015

    Next I will try the Roku Speakers with the Roku Internal TV system and see what happens.

    I did power cycle the TV, speakers, Apple TV Box and Roku Ultra

    It is not an internet signal quality issue. I have checked that.

    • RokuKarla's avatar
      RokuKarla
      Retired Moderator
      3 years ago

      Hello theMezz

      Thanks for the post.

      For us to isolate this issue, it would be very helpful if you could answer the following questions.

      - Have you tried to connect directly your Roku speakers with your Roku TV? Do issues still persist after doing so?
      - Does the issue occur if the setup is Roku Ultra and the Apple TV WITHOUT the Roku Speakers?

      Please keep us posted with the detail.


      Regards,
      Karla

      • theMezz's avatar
        theMezz
        Streaming Star
        3 years ago
        RokuKarla wrote:

        Hello theMezz

        Thanks for the post.

        For us to isolate this issue, it would be very helpful if you could answer the following questions.

        - Have you tried to connect directly your Roku speakers with your Roku TV? Do issues still persist after doing so?- Does the issue occur if the setup is Roku Ultra and the Apple TV WITHOUT the Roku Speakers

        Roku Speakers with TV Internal Roku - work ok
        Roku Ultra with  Apple TV WITHOUT Roku Speakers - work ok

        At this point I suspect the TV or the Speakers.