Forum Discussion

BunnyB's avatar
BunnyB
Reel Rookie
4 years ago

Sound drops when changing stations or apps

This started yesterday. When switching channels or shows within an app, or changing apps, the sound stops. We have to turn our TV off and then back on to reignite the sound.  We made certain this ...
app playback
katiebobus's avatar
katiebobus
Channel Surfer
4 years ago

Same. Started a few days ago. Happening on all apps, especially with Hulu when the switches to or from commercials. Have to back out of the app to Home to fix usually. Occasionally just jumping back or fwd in time helps. Sometimes the Roku has to be reset. It takes an hour to watch a 25-minute show. Please fix!

katiebobus's avatar
katiebobus
Channel Surfer
4 years ago

Also an occasional blip in the audio when it is working. 

A faster Band-aid seems to be turning the TV off and back on -- hope that helps someone.

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

    Hi everyone,

    Thanks for the posts.

    We would be more than happy to look into this issue. Can you please provide us the following information:
    -Roku device model, serial number, device ID, and 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

    Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


    Thanks,
    Danny

    • Tpage's avatar
      Tpage
      Reel Rookie
      4 years ago

      Model 4660X-Roku ultra

      serial #YJO03R092608

      software 10.5.0 build 4208-46

      device ID CK3923092608

      The sound comes on when the tv and roku are turned on. As soon as the channel is changed, the sound goes off. It occurs with all channels (not specific to any one channel) also occurs when switching to another app. The only way to get the sound back is to turn the tv and roku off then turn it back on. This just started out of the blue a few days ago, nothing was changed or added and had no issues previously. 
      Thanks

      • katiebobus's avatar
        katiebobus
        Channel Surfer
        4 years ago

        Sound drops off with content change (switch to a new episode, program, and to/from ads) on every Roku channel. 

         
        Example tracker ID: issue # 95-520-162
         
        Model #4660X - Roku Ultra
        Serial YJ003K856595
        Software 10.5.0 build 4208-46
        Device CK48A3856595
    • SharpTXGirl's avatar
      SharpTXGirl
      Reel Rookie
      4 years ago

      Model: 3820RW - steaming stick 4k

      Serial Number: X01700EUV69J

      Software Version 10.5.1  Build 4066-CU

      Timestamp: 2021-12-28T23:09:08Z

      Issue ID 9J-521-229

    • aimelihug's avatar
      aimelihug
      Reel Rookie
      4 years ago

      I've been having the same problem since Dec. 29. It's happening with both of my Roku players and Vizio TVs. I don't remember the model of the other Roku player because it's upstairs, but it's a Roku-tie. This one is model 3941X-Roku Express 4K+ with software version 10.5.0. I don't feel comfortable providing the rest of the information publicly. Anytime I open a channel or app there is no sound. To trouble shoot the issue, I turn off the TV and then turn it back on again and then there will be sound.

      • katiebobus's avatar
        katiebobus
        Channel Surfer
        4 years ago
        Interesting — mine’s a Vizio TV as well. What TVs are others on the thread using?
  • jps2's avatar
    jps2
    Binge Watcher
    4 years ago

    NetFlix Version5.1  Build 98096465

    Prime TV Version 12.0 Build 2021090212

    Does this with all tiles

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

      jps2 

      Thanks for the post.

      Can you please provide more information about the issue you are seeing? Is your Roku device connected directly to the TV? Do you have any external audio products attached to your setup? Do you have any volume modes set on your device during playback?

      In addition, can you provide us with the follow information as I've requested in my previous post:
      -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 

      With more detailed information, we will be able to assist you further. For more information about troubleshooting audio sync issues, visit our Support page here: How to adjust sound settings on your Roku® audio device


      Thanks,
      Danny

      • jps2's avatar
        jps2
        Binge Watcher
        4 years ago

        My issues ae very much he same as others in the string of comments:

        Turning the TV off then on fixes the problem until I press fast forward or it moves to another episode and then it cuts out again - you can see the consistancy of this in other posts No external speakers.  Again, when Roku is not being used, NetFlix and Amazon work fine just using the built in settings within the Visio TV.  It is only when using Roku that this cutting out occurs - saem as other posts. Roku is directly connected.I have no volume settings - it's on auto.  I'll try the tracker - was not successful the first time.  Again, my issues are very similiar to those of others and the timeframe for all of us is very recent.