Forum Discussion

Jeans's avatar
Jeans
Channel Surfer
2 years ago
Solved

Stuttering Audio when streaming

Hi, 

Bought a Roku stick two weeks ago and we are facing issues with the sound. The sound is not delayed or does not match with the video, the sound is stuttering when streaming. It does not happen all the time and for a full episode, but it's really annoying and makes it hard to watch anything. 

It's a 3940EU2 - Roku Express 4K Software is 12.5.5 Build 4174-E4.

 

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Thanks for keeping us posted, Jeans

    For this moment, we recommend performing a system restart to resolve the issue. Kindly follow the steps below:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Power. If you do not see a Power submenu, skip to the next step.
    5. Select System restart

    After performing these steps, please let us know what the results you've found out.

    Best wishes,
    Kash

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    We appreciate you for the follow-up information, Jeans

    For a resolution to the issue occurring across multiple streaming channels, we recommend performing a total reset of your Roku device. Kindly be advised that a factory reset clears the majority of data from your Roku device and restores it to a factory default configuration. You would need to re-activate your device, and re-authenticate some of the channels you have subscribed with.

    To perform a factory reset, we kindly visit this support article to be guided. System restart or factory reset your streaming device

    Keep us posted on how it works, and we'll continue to assist you moving forward.

    Best wishes,
    Kash

18 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, Jeans

    We're grateful to have you here in the Roku Community.

    We appreciate you for sharing this information with us, and we'd be more than glad to assist. We'd like to gather more information regarding the issue you've encountered so we can assist you better. Kindly provide the following information below.

    • Is this happening to a specific channel/app? If so, what channel/app is it?
    • When did you first encounter the issue?
    • What specific troubleshooting steps have you taken so far?

    With more details, we'll be able to assist further.

    Best wishes,
    Kash

    • Jeans's avatar
      Jeans
      Channel Surfer
      2 years ago

      Hi Kash, 

      Thanks for your reply. 

      -The issue is in all kind of streaming apps. So far, we noticed it in Paramount+, Netflix and wow (sky). We didn't try other streaming services

      -it started pretty much since we bought the stick. I first thought it was because of buffering or the Internet connection, but nothing has changed on this side 

      - troubleshooting so far:

      *changing from 4k to 1080p - no effect

      *changing the framerate to automatic (I'm not sure how the setting is called in English, but in the advanced system settings, you can set the adaption to the frame rate of the streaming to 'automatic') - no effect 

      *trying to use the audio syncing function in the app - also no effect

       

      I would say it gets worse the longer I stream. But hard to tell.

       

      Best regards 

      Jeans

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        We appreciate you for the follow-up information, Jeans

        For a resolution to the issue occurring across multiple streaming channels, we recommend performing a total reset of your Roku device. Kindly be advised that a factory reset clears the majority of data from your Roku device and restores it to a factory default configuration. You would need to re-activate your device, and re-authenticate some of the channels you have subscribed with.

        To perform a factory reset, we kindly visit this support article to be guided. System restart or factory reset your streaming device

        Keep us posted on how it works, and we'll continue to assist you moving forward.

        Best wishes,
        Kash