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kentf's avatar
kentf
Channel Surfer
3 years ago

Volume goes up or down by itself

I have the same problem on two different TV's and Roku devices. The problem started on both TV's about 3 months ago.

Roku Streambar 2A10CD012475 on an LG TV

Roku Ultra  KW9992249882 on a Sony TV

I experience the same on both devices.

Most of the time I am using the Xfinity Stream Roku app but it happens on other channels too.

It happens after the TV has been on for a while. The volume will drop but not all the way off, maybe down to the equivalent of 12 setting , or the other scenario is the volume will go all the way up to the point it distorts,  To resolve I back out of the channel I am watching and go right back in and the volume will be normal. I removed the Xfinity app and did a system restart on both devices and still have the problem. Sometimes it won't happen for a couple days and other times I will get it 2 or 3 times a day.

Kent

app playback

47 Replies

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  • HelpPleaseRokoo's avatar
    HelpPleaseRokoo
    Newbie
    3 years ago

    I have noticed exactly the same thing with two of my TVs. I have 3 TVs in total. A big screen LG that has a cable box and no issues. The other two are a Samsung and LG and both have Roku devices and mostly use the Xfinity Streaming App. I noticed it just a few months ago as well. So it seems there may be an issue with the Roku streaming device. It must have been from an update (my best guess?). I was literally about to buy two new TVs thinking the speakers were going out or the TV was going bad. Had my parents over, who also have a Roku and they said they are having the same exact issues. It can’t be coincidence. We need support @Roku, and we need some answers, please!

    • Brighteyes's avatar
      Brighteyes
      Reel Rookie
      3 years ago

      I have Been experiencing this same thing for the last couple of months. It is definitely the Roku itself and not any of the channels we watch as it happens no matter what channel we are watching. We have to go back out of the episode we are watching and go back to it in order for the volume to readjust itself. This is really starting to become a hassle and a headache to keep going out and back in just for the volume to correct itself. 

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Greeting Brighteyes, 

        Thanks for reaching out to the Roku Community. 

        We want to report the problem you are seeing on your Roku device to our support team to investigate further. Can you provide us the details below: 

        • 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)
        • steps to reproduce the issue you are seeing
        • is the audio level heard changing when the issue occurs, or is it the actual volume level that is shown on the screen changing

        We look forward to hearing back from you soon.


        Regards, 
        Nimfa

    • EMS7's avatar
      EMS7
      Reel Rookie
      3 years ago

      Yes, we are having the same problem with three different TVs. Also, on certain channels I have to disable the SAP before I can get a volume on the channel mostly on Newsmax. What is going on with the Roku?

  • Mikeyy's avatar
    Mikeyy
    Streaming Star
    3 years ago

    I have the same problem with a Samsung tv.  I have to pause the streaming show and then unpause it.  This returns the volume to where I had it but I have to do this every few minutes.

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

      kentf Mikeyy

      Thanks for the posts.

      We would be more than happy to look further into the issue further, but we will need more details. 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 and provide us with this ID)
      • 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

      • McBobaks's avatar
        McBobaks
        Channel Surfer
        3 years ago

        I have the exact same problem. The volume will suddenly jump up significantly to the point I have to turn it down a bit, then later, the volume drops to the point I have to turn it back up. I already have sound levelling enabled, so it's not that.

        Roku Streambar Model 9102CA
        Serial Number YL00A3134043
        Software version 11.5.0 Build 4312-95
        Device ID 2C115A134043

  • Tabby2's avatar
    Tabby2
    Newbie
    3 years ago

    I have exact same problem and resolve by rewind for a second also. Did you get it fixed? If so how?

    • Mikeyy's avatar
      Mikeyy
      Streaming Star
      3 years ago

      That's what I've been doing but I have to do it every 5-10 minutes.  It's pretty frustrating.

      I contacted Roku and got a reply asking me for lots of information from the Roku screen.  I'll be sending them the info tomorrow.

      I'll let you know what I find out.  I just sent the original question to Roku yesterday or today and am really surprised how fast they responded.

       

      • Mikeyy's avatar
        Mikeyy
        Streaming Star
        3 years ago

        I paid a little more attention last night when it happened.  I was watching Shark Tank on Hulu and it happened mostly after where the commercials would have been inserted.  I think it happened other places also but I'm not positive.  Last night was the first time it's happened in a while and I do watch Hulu a lot.  I'm think that it happens only when I'm watching Shark Tank only but I could be wrong.  Has that been your experience?

        I forwarded the information to Roku just now that they wanted so I'll see what happens.