Sound issues Directv app with Roku

I can't believe how many years your support staff has managed to deflect an obvious defect to your product. Maybe a class-action legal action would get you to address the real issue that has been posted in multiple posts since the company was AT&T TV NOW.

Hey, rokujohnb, went thru the delete app (DirectV stream), restart Roku ultra process, and within an hour saw audio volume fluctuate drastically as before.  A quick workaround to get back to normal volume involves changing to another channel within the DirectV app & back to original channel.  Often, within 15-20 minutes, audio will fluctuate again, forcing an in-app channel change.  Can see how frustrating this would be, especially when watching live TV, like a football game.

How on earth is ROKU support going to regain any credibility by asking for the same PREVIOUSLY PROVIDED information over and over from each customer that reports the problem?

Please STOP THE SUPPORT GAMES and have ROKU engineering ADDRESS THE ISSUES REPORTED!

I'm sorry but:

What part of PREVIOUSLY REPORTED did you not understand?

Is there a solution to the sound issue?  

Hi Jfra,

Thanks for joining us here in the Roku Community!

We appreciate you sharing your experience with this issue. We just wanted to know for how long and when you started seeing this. Have you tried any troubleshooting and what didn't apply?

If you can still replicate this, could you share with us a video on the issue you're seeing?

Keep us posted!

Thanks,
Rey

Thanks for responding. 

I use the Roku Ultra on my living room TV which appears to be the only one I have trouble with. I’ve only noticed the sound changing or going completely out when using the DirecTv app. We just change the channel and go back to the one we are watching and the sound clears up. There’s no way to catch it when it happens, it’s random.

The Roku has be restarted so that’s about all I know to do for issues. 

Hi Jfra,

Thank you for updating us here in the Roku Community!

We understand you're having a problem with the Direct TV channel. We're happy to assist you further. Please try to update the channel by highlighting the channel tile, pressing the star button on your Roku remote, and select check for updates.

If the problem still persists, do you have external devices that are connected to your Roku TV? (e.g., speakers and other sound systems)

We hope this helps, and we look forward to hearing from you soon.

Kind regards,

John

Am writing to 2nd what Jfra said; am seeing the same issues with a Roku Ultra; Have 4 other Roku enabled TV’s that came with Roku built in & no issues there.  Went with the Ultra on this TV to standardize, as it came with Google.

Hi Mgoins,

A warm welcome here in the Roku Community!
We'd like to take a closer look into this issue that you're experiencing. Is this happening on all contents and channels, or is it isolated to one channel? (Specify) When did the issue start?

We'll wait for your response.

Thanks,

John

I checked for updates.  There are no external devices.

Right now we are watching the History Channel and the sound turns down when commercials start. Low volume commercials is fine with me, lol.  

I’m trying to keep track of channels now and will report back when i have additional info. 

Am running current firmware on the Roku & the TV itself; no external devices.  Seeing sound up & down watching football on ESPN vi DirectV stream app.

Hey RokuJohnB, issue has been going on for probably a year;  always with the DirectV app;  haven’t seen it with any other apps.  First thought it was an issue with DirectV, but after noticing none of our built-in Roku TVs have similar issues - it makes me think it’s the Ultra?  Audio volume changes without command, either up or down, sometimes louder, sometimes softer.

have googled off & on during this time, but never seen anything of substance til I saw this thread today.

Hi Mgoins,

Thank you for informing us here in the Roku Community!
We will be more than happy to assist you further with this issue that you're experiencing. Please try to restart your Roku Ultra by going to settings, system, power, and system restart.

Let us know how it works.

All the best,

John

Hey, RokuJohnB, did the restart of the Roku, along with a restart of the smart tv;  made it an hour or so before seeing audio issues again.

Hi Mgoins,

Thank you for the update!
We appreciate your cooperation in troubleshooting the issue. Please take the steps below:

• Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: Press home on your Roku remote, select settings, select system, power, and system restart.
• Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

If the problem still persists, please keep us posted.

All the best,

John

Hi Poppy2,

Thank you for posting here in the Roku community!
We regret hearing this; we wanted to regain your trust again. May we know if this is happening on all channels or contents, or if it is isolated? Do you have any other device(s) connected to your TV? (e.g., speakers and other sound systems) What troubleshooting steps have you taken so far?

With detailed information, we will be able to assist you further.

Thanks,

John

Hi Community users! 

We appreciate you for reporting this. We will be coordinating with the appropriate Roku team for further review and to find you the best resolution possible. 

Kindly provide us with the following details below so we can create a report ticket:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

Please note for those who have already provided us with the requested details, kindly disregard this as we have already collected those and have been included in the process. We'll be looking forward to your responses!

Best regards,
Carly

HI, joebios01.

Please be aware that this is for users who are currently experiencing the same issues and who haven't provided this information yet. 

If you have already reported and have provided the details needed, rest assured that your device has already been included in the report. 

Hope this clears everything out. 

Best regards,
Carly

Hey, RokuCarly, here’s the info you requested.

• Model:  4670X - Roku Ultra
• Serial Number: YJ007X982948
• Software Version: 12.5.5 - Build 4174-46
• Device Id: KWA057982948
• GC version: 10.5.39

Tracker ID: 48-028-702

Thank you for providing us with the requested details, Mgoins!

Rest assured that we have included your device in the process of investigation and correction. Your patience and understanding are highly appreciated at this point. 

If there's anything else you'd like us to address or report, please don't hesitate to let us know and we'd be more than willing to listen and take appropriate action.

Best regards,
Carly