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remus's avatar
remus
Channel Surfer
2 years ago

Sporadic Audio/Video Dropout After 12.5.0 build 4175 Update

After the latest SW update - 12.5.0 build 4175 - installed on Oct 19, 2023, playback of streaming video through a USB drive, Netflix, or YouTube all experience momentary dropouts of video and audio that last about 1 second before resuming.  These dropouts randomly occur every 10-20 minutes or so.  They have never occurred before the update.  I have a ROKU Ultra 4802X running at 4K Dolby Vision HDR mode.  This effect appears to be a streaming data buffering/processing issue.

app playback

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  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi remus,

    Thanks for posting, and welcome to the Roku Community.

    We appreciate you for providing a detailed piece of information regarding the issue you've encountered. May we know what troubleshooting steps have you attempted to resolve the issue? Also, does this issue occur with multiple channels? If so, what specific channels are those?

    Furthermore, we request the details below for us to forward your concern to the appropriate Roku team.

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • 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, and provide us with this ID).

    The information you provide would guide us to assist you better.

    All the best,
    Kash

    • remus's avatar
      remus
      Channel Surfer
      2 years ago

      I have tried powering down the Roku to reboot it several times, but the symptom remains.

      Since the 12.5.0 build 4175-C2 update, 4 days ago, I have encountered the dropouts using L+, YouTube,  Netflix, and Roku Media Player connected with video on a Samsung USB 3.1 flash drive.  The symptom is that the screen momentarily goes black and audio stops for about 1 second before resuming.  I suspect it doesn't like something in the digital data stream, or it is a case of data buffering overload.  Regardless, this dropout symptom has happened only after this firmware update.

      I don't notice any overheating; it is only warm to the touch.  I have ordered a replacement PW11 power adapter to ensure the cause is not a defective power adapter, but haven't received it yet.

      Thanks.

       

       

      • remus's avatar
        remus
        Channel Surfer
        2 years ago

        OK.  It happened.  Here's the tracker ID:  80-426-126

        Model 4802X Roku Ultra

        Serial number: X01000DMX280

        Software Version: 12.5.0  build 4175-C2

        GC Version: 10.2.30

        Device ID: S0DA224MX280