Forum Discussion

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 t...
app playback
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

    • remus's avatar
      remus
      Channel Surfer
      2 years ago

      Today, while streaming video processed through the Roku Media Player from a Samsung USB 3.1 flash drive rated at 400 MB/s, the screen and audio blanked out.  The video returned after 5 seconds, but the audio never did - even after exiting the media player channel and trying other channels.  I had to reboot the Roku by removing the power. Here is the Issue report tracker dump:

      Model: 4802X - Roku Ultra
      Serial Number: X01000DMX280 (S0DA224MX280)
      Software version: 12.5.0  build 4175-C2
      GC version: 10.2.518
      Timestamp: 2023-10-24T17:55:49Z

      Issue ID 80-427-315

      Thanks.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi remus,

        We appreciate this information and we'll forward these details to the appropriate Roku team for further review.

        We'll get back here and let you know how things turn out.

        Regards,

        Rey