Thanks for the update!
Could you tell us what specific channel or content you're seeing this issue occur on? Is this an intermittent case or does it happen often?
Keep us posted!
Thanks,
Rey
It happens on ALL streaming channels, and like I said before, once it starts it's constant on every show on every steaming channel on this roku. I was able to get it to stop the previous 2 times it did this by unplugging the roku and then plugging back in, doing a restart on the device a couple time, or resetting to factor settings. But this is the 3rd time it's happened since April 2023. And nothing is working this time including changing the HDMI cable.
Basically you go to watch a show on any of the streaming services and the sounds cuts out when their is no dialogue or music on screen. So quite senes with just background noice. Nature sounds, foosteps, etc. So 2 people talking on screen and the sounds cuts out when ever they pause. It's really noticeable and very annoying. It's not subtile at all. For example I"m watching an action movie where they are under water. There are water sounds constantly and even just background noise. But if they pause speaking, the sound cuts out and it's complete silence as if it mutes all sound. Then they start taking again and you can hear what they say, but ever pause, even just a couple of seconds between someone talking it goes completely silent - like on mute or something. And before you ask, no it's not the show. It does it on any type of show on ALL of my streaming networks. Hulu, Netflix, Max, Paramount, Peacock. ALL of them.
The only constant is the Roku because I even tried a different TV and it still happened.
I've searched online and I am not the only one this happens too. I see tons of posts out there about the same thing. I did a search for "roku sound cuts out when no dialogue on tv" and there are a lot of posts about this issue. You just flip through all the posts and you'll see. .
So in summary.
Software is up to date.
I've unplugged for 2-10 minutes (even overnight once)
I've done the in system power restart
I've check my wifi network which is super strong and this roku sits right next to the xfinity gateway - so it's not that.
I've restarted my xifinity gateway
I've changed the HDMI cable and tried my other small tv
This keeps happening. How do I fix it for good.
Hi, RandiJ
Thanks for keeping us updated.
We would be more than happy to look into this case and we'll need more information. Can you please provide us with the following information:
Once we have this information, we will be able to investigate further. We look forward to hearing a response.
All the best,
Kash
3941X Roku Express 4K+
S# X01600CHHFVJ
Software Version 12.5.0 Build 4178-CR
Device ID S07P21DHHFVJ
Report Tracker ID page shows the above plus this info
GC version 10.4.45
Timestamp 2024-01-09T01:09:32Z
Issue ID VJ-011-589
I uploaded the video to Dropbox. I didn't see a way to upload it here. You can view it at
https://www.dropbox.com/scl/fi/ib4hhicd9gqpso15b62cq/IMG_6015.MOV?rlkey=eh68auobcfgkf8yijisqfgfws&dl=0
It's noticeable about every couple of seconds in the hallway intro when there is no sounds accept background noise, and when she pauses talking.
The background has a white noise static type sound that completely vanishes every few seconds.
And if you listen to the dialogue, when she pauses between sentences you'll notice the background go silent again.
This video shows it happening tons of times times in 1 minute.
Please let me know you got this and the video.
I'll wait to hear from you.
Thanks for keeping us posted, RandiJ
We appreciate you for providing the requested information. We'll forward this to the appropriate Roku team for this case to be reviewed, Once more information is gathered, we'll provide an update here.
We hope for your patience and understanding as we work on this.
All the best,
Kash
