Forum Discussion

RobertMW's avatar
RobertMW
Binge Watcher
2 years ago
Solved

Roku Streambar Pro (9101x) popping noise after an update

I am having a very similar problem that seems to only happen when streaming music via bluetooth from an Android phone. My Streambar Pro was updated to OS 12.5 on Oct 31 2023 and the popping noises began immediately in the Subwoofer Pro and the right-rear speaker (so far as I can tell). This is most certainly related to OS 12.5, since I had been using the streambar for 2-3 months (since new) under OS 12.0 and it was working flawlessly with bluetooth music. I listen to Amazon Music via the phone and the issue happens at all streaming levels (SD, HD, UHD, Atmos, Sony 360). (The issue also happens on Spotify Free.) The (dull) popping is random, although like others, I have noticed some relation to bass activity, but not always. I have tried many steps to solve, short of small-animal sacrifice, without success.

Against my better judgment, I was talked into factory resetting the streambar by the Roku phone support person. It was a hassle and was fruitless, as my intuition had presumed. Since a moderately alert schoolboy could surmise this is a problem with OS 12.5, we should all demand a revert to OS 12.0 until they can figure this out.

Please, Roku personnel, don't run me around in any more needless circles, (e.g., factory resets, videos). You have plenty of symptoms from all of these users to be able to fix this. Please also update your phone personnel's troubleshooting scripts so that they won't need to have customer do any 'make work' exercises. 

My components:  TCL Roku TV (updated to OS 12.5 very early in Oct with no problems), Streeambar Pro, 4 Roku wirelesss speakers, Roku wireless submoofer (the large one). Phone: Samsung Gal A13 (Androd 13), Amazon Music Android.

Audio Support
  • RokuJharra-Q's avatar
    RokuJharra-Q
    2 years ago

    Thanks for posting here in the Roku Community, TopKelly,

    We appreciate your taking the time to report the issue with your Roku device's popping sound. We want to assist you and learn more about this.

    When you hear a popping sound, does it affect all the channels on the platform, or is it just a specific case? Also, is this a recent issue, or have you experienced it before?

    In the meantime, please try restarting your device or enabling Automatic Volume Leveling from the settings menu to see if that resolves the issue. Start here for step-by-step instructions:

    1. Press the Home button on your Roku remote  
       
    2. Scroll and select Setting.
    3. Select Audio
    4. Select Volume modes and choose the desired setting
      • Off: Volume modes are inactive, and content volume is unmodified.
      • Leveling: This feature enables consistent volume across different types of entertainment, so you do not have to change the volume every time you switch channels or a commercial comes on.
      • Night: The volume of soft sounds like whispering is increased while the volume of loud sounds like explosions is decreased, making it easier to hear your show at night without disturbing others.

    For more information, this support article may help: How do I use volume modes on my Roku streaming device?

    We look forward to hearing from you and looking closely into this issue.

    Thanks,
    Jharra

  • L10NH34RT's avatar
    L10NH34RT
    Channel Surfer
    2 years ago

    System info:

     

    TCL model: 55R635

    Hardware ID: A113X

    Serial number: X00300MLKFJ1

    Software version: 12.5.5 build 4173-88

    Device ID: S05EY14LKFJ1

     

    Roku Wireless Bass Pro: 9201R2

    Serial number: Y200EY528670

    Software version: 12.5.5.4173

    Device ID: BV429E528670

     

    Roku Wireless Speaker (rear right): 9020X

    Serial number: YE00E6358745

    Software version: 12.5.5.4173

    Device ID: 02628E358745

     

    Roku Wireless Speaker (rear left): 9020X

    Serial number: YE00GF690313

    Software version: 12.5.5.4173

    Device ID: 02628G690313

     

    Roku Streambar Pro: 9101R2

    Serial number: YL0072256401

    Software version: 12.5.0.4178

    Device ID: 3K6267256401

     

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi L10NH34RT,

      Thanks for the update and for sharing with us the necessary details about this.

      We'll take it from here and we'll share this over to the appropriate Roku team for further review. We'll be sure to keep you posted once we have an update available.

      Thanks,

      Rey

      • Bigjersey16's avatar
        Bigjersey16
        Reel Rookie
        2 years ago

        Returning it and getting a new one won't fix the issue. They downgraded my software and it resolved all popping. I would hang tight for them to correct the software bug. I have the streambar pro, the wireless subwoofer pro, and 2 additional speakers and love the system as a whole. 

  • Sjk4x4's avatar
    Sjk4x4
    Channel Surfer
    2 years ago

    Heres the info. Please let me know if you need something else

    • L10NH34RT's avatar
      L10NH34RT
      Channel Surfer
      2 years ago

      While I was collecting the information for all of my devices I noticed that the TV, wireless bass pro & wireless speakers were updated to version 12.5.5.4173 but the streambar pro was still on version 12.5.0.4178. Could that be what is causing the issue? Also, I am not able to manually try and update the streambar pro via the tv and I’m unable to navigate the streambar menu if I choose the input.

      • L10NH34RT's avatar
        L10NH34RT
        Channel Surfer
        2 years ago

        Although it isn’t a solution, I believe I may have found a workaround for the speaker popping problem. I selected the Roku streambar pro as my input and used the remote that came with the soundbar instead of the TCL Roku remote that came with my TV. I then set up all of my streaming apps on the streambar, just like I have them on the TV and did about 3 hours worth of viewing without hearing a single pop. This leads me to believe that there is a problem with the software when everything is running straight through the TV. I tried Netflix, Apple TV+, Prime video, Disney+ and they all played fine in 4K HDR (but no Dolby vision support). HBO max for some reason remains at 1080p and does not switch over to 4K HDR. This is less than optimal and I have to use both of my Roku remotes to have full control of the system, but it beats hearing those pops every couple of minutes. 

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Thank you for the follow-up, Sjk4x4.

      Could you confirm when you started having this issue? Also, to complete the details, please provide us with the following:

      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
      • Steps you have taken in an attempt to fix the issue.

      We appreciate your patience in dealing with this concern.

      Thanks,
      Janadee

  • Darken's avatar
    Darken
    Reel Rookie
    2 years ago

    Same thing here fellow Rokuer. I have also put it on the board here. I too requested to be downgraded. For Xmas, I want this fixed.

  • Sjk4x4's avatar
    Sjk4x4
    Channel Surfer
    2 years ago

    Im glad you are going through the process of dealing with tech support. Ive had the same issue with the same setup plus the basecube pro. I thought cats were under the floorboards. Same issue, random popping and its not great for a dedicated roku only $800 speaker system. Please keep posting responses and hopefully a correct solution

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Sjk4x4,
      Thanks for posting here in the Roku Community!

      We are doing our best to get back to you as soon as possible. As of the moment, our team is still investigating this issue. We will be sure to update you on this thread once feedback is available.

      Your patience and understanding are greatly appreciated.

      All the best,

      Chel

      • ZeroNull's avatar
        ZeroNull
        Streaming Star
        2 years ago

        It has now been over a month with the persistent popping in all of my wireless speakers without a solution. I continue to restart, factory reset, unplug, and make sure everything is up to date. Yet it is still popping multiple times every hour throughout the day. It doesn't matter what I'm watching on what channel or whatever; it's merely popping all day long enough to make my head pop. I'm to the point of throwing it all in the trash as a solution, but that's a waste of money. Please, Roku, make the popping in my wireless speakers stop.

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Community users, 

    Thanks for your time and effort in reporting this case to us and sharing additional insight about this.

    We'll take it from here and we'll forward this over to the right team. But we'll need your help to supply the information below.

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
    • 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).
    • Roku Wireless Subwoofer serial number

    We'll be anticipating it.

    Thanks,

    Rey

    • Bigjersey16's avatar
      Bigjersey16
      Reel Rookie
      2 years ago

      RokuERey Please see the following devices:

      Model - 9201R2

      Serial - Y200A1462681

      Software version - 12.5.0.4176

      Device ID - BV429A462681

       

      Model - 9101R2 - Roku Streambar Pro

      Serial - YL005G488624

      Software Version - 12.5.0 build 4178-95

      Device ID - 3K6255488624

      I have tried to compile more information surrounding the popping noise, and I have found this occurs more when streaming Disney+, but still happens with less frequency when streaming Netflix, HBO Max, Prime Video, and Hulu. I am currently streaming from a Samsung Q70AA connected to the Streambar via HDMI ARC, and this system was installed when I installed the TV as an all in package. I have had no issues until the most recent software update on 11/01/23.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi Bigjersey16,

        This is so much help and thanks for sharing this information with us.

        We'll forward this to the appropriate Roku team for further investigation. Once we have information available, we'll make sure to forward any updates here.

        Thanks,

        Rey

    • ejordan525's avatar
      ejordan525
      Channel Surfer
      2 years ago

      RokuERey

      Please see my device information below:

       

      Model - C147X - TCL Roku TV

      Serial - X00000X858MM

      Software version - 12.5.0 build 4176-93

      Device ID - S04KH07858MM

       

      Model - 9101R2 - Roku Streambar Pro

      Serial - YL00CA013070

      Software Version - 12.5.0 build 4178-95

      Device ID - 3K615C013070

       

      This issue happens on all streaming services and has only started happening in the past month. 

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi ejordan525,

        Thanks for sharing this information. I have passed along this to the appropriate Roku team as additional information regarding this issue.

        We'll need your patience and understanding in the meantime.

        Thanks,

        Rey

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Dpelfrey,

      Thanks for getting in touch, and we appreciate the report about this. We would also like to grab information from you regarding this.

      Please also provide us with the details requested 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).
      • Roku Wireless Subwoofer serial number

      This will help the right team to figure out the main reason for this.

      Thanks,

      Rey

  • Aboogie's avatar
    Aboogie
    Channel Surfer
    2 years ago

    Also experiencing the same issues others have described. Have 4 Roku wireless speakers, Roku sound bar pro (connected to HDMI earc and with supplied cable as wel as other new HDMI cables) and sub woofer.

    I've to factory reset, power cycled and physically reconnected HDMI and power cables for every device. 

    The pops are random, doesn't matter if it's periods of quiet or loud. Streaming services using the native apps on my LG C3 TV, a separate Roku stick or the sound bar. 

    Tried switching HDMI sources.

    Do not want to have to repeat these same steps for troubleshooting when already identified the pops still keep happening. Can this just get escalated?

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Aboogie,

      Thanks for joining us here in the Roku Community!

      We appreciate your for sharing your experience about this. Our team is currently looking into it.

      I also sent you a PM for further information and assistance.

      Thanks,

      Rey

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi TimC140,

        Thanks for reaching out to us here in the Roku Community!

        We appreciate you bringing this to our attention. Does the issue occur during streaming or even if the device is turned on? In addition, what troubleshooting steps have you taken so far to reproduce the issue?

        With more detailed information, we'll be able to assist you further.

        All the best,

        Chel

    • Dfresh567's avatar
      Dfresh567
      Roku Guru
      2 years ago

      Aboogie 

      it’s been an ongoing issue most of here have been dealing with for around a month. I can say the Roku team is definitely well aware of the issues. I would have to assume the problem will have to work out in the end. They can’t have it continue forever. What the solution is I’m not sure. I know if you’re able to capture the sound and send a video to the Roku team that seem to be something they want. I unfortunately can’t figure out how to send the videos

      • Aboogie's avatar
        Aboogie
        Channel Surfer
        2 years ago

        Dfresh567 

        Very frustrating, I got the speakers mid October so it's all I've experienced with this setup.

        Because it can't be replicated consistently it is hard to troubleshoot. The first few times I thought it was my source (Netflix, Apple TV, etc) but replaying where the pop happened doesn't work. I thought it had been resolved a few times after the first full reset but it came back. By the time I set everything up it was too late to return back to the store. 

  • Johnjohn555's avatar
    Johnjohn555
    Newbie
    2 years ago

    It seems a replacement will have the same issue, from reading other post here in the community. That may not solve the problem. I was hoping you had an update remedy, not simply warranty replacement. 

  • RobertMW's avatar
    RobertMW
    Binge Watcher
    2 years ago

    Indeed. While Rey here on the forum has been very helpful and is the person who complied with my request for a downgrade to 12.0, Roku Support really needs to re-evaluate its troubleshooting / scripting practices. I tried for weeks to get a downgrade because I KNEW from logical troubleshooting on my own that the gremlin was in OS 12.5. Instead, their phone people (yes, only doing the job as they were trained) wanted to ran me in circles. See, I think the tech folks knew what the immediate solution (downgrade) was very soon after the Nov 1 OS 12.5 disaster; this just wasn't communicated to the customer-facing people.

  • Aboogie's avatar
    Aboogie
    Channel Surfer
    2 years ago

    RobertMW 

    How has your downgrade experience been? I'm still waiting on feedback from Rey and team now that the popping issue has been replaced by dropped audio issues. Less frequent than the pops but still not ideal listening experience.

  • Jason187's avatar
    Jason187
    Binge Watcher
    2 years ago

    Hello, I truly need an answer on why my ROKU surround system (streambar pro, 4 satellite speakers, and subwoofer) has an annoying random popping sound from rear and front surrounds sometimes. I keep my volume to mostly 15 and I still hear the popping. I dont recall this issue when I first got the system(4 months ago). If I cant even go past 15 then they cant be blown and why have them if they pop??!!! I would like some answers or how to fix this please. Thank you in advance!!!