Forum Discussion

OneEyedKristy70's avatar
OneEyedKristy70
Reel Rookie
2 years ago

Sound cutting out with ABC, Hulu and Max apps randomly

I've been having audio issues with some apps - ABC, Hulu and Max.  The sound cuts out randomly and the only way to fix it is to either hit the back button a couple times and then restart my show or t...
app playback
OneEyedKristy70's avatar
OneEyedKristy70
Reel Rookie
2 years ago

This issue ONLY happens on the ABC, Hulu and Max apps.  Of course, ABC app is now gone from Roku.  There are literally no other apps that have this audio issue.  I use Netflix, TBS, Frevee, Plex, CNN, HGTV, Hallmark, Roku Channel and other apps and never have this problem.  

I have tried everything I can think of and nothing resolves it.  Initially I figured it was a Disney issue because of ABC and Hulu.  But then I just subscribed to Max a few days ago and am having the same issue with it.

RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
2 years ago

Thanks for keeping us posted, OneEyedKristy70!

Since it only happened to the mentioned channels, we wanted to clarify if you have tried this: 

  1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
  2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
  3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

If you haven't done so yet, you can try applying it to the affected channels and see if that corrects the issue. 

Let us know what you find out. 

Thanks,
Emman

  • OneEyedKristy70's avatar
    OneEyedKristy70
    Reel Rookie
    2 years ago

    Sadly this didn't help.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      2 years ago

      We appreciate you keeping us in the loop, OneEyedKristy70!

      Thanks for informing us that you're still experiencing the issue after doing the troubleshooting steps. We'd be more than happy to forward this over to the relevant team for a thorough review and investigation. 

      Extra details are needed to proceed with this process, as it is crucial for them to determine the root cause of the problem. 

      Let us know about...

      • Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
      • Tracker ID (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)
      • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

      Please provide us with the requested information at your earliest convenience. We are looking forward to your response. 

      All the best,
      Emman