Forum Discussion

Bonsler's avatar
Bonsler
Binge Watcher
3 years ago
Solved

TV volume changes on its own with Roku ultra and 4K streaming sticks

The TV volume changes intermittently and goes up very loud or very low. This happens with our ROKU Ultra and ROKU 4K streaming sticks. Occasionally, the ROKU remote volume buttons won't work and you have to shut off the TV and turn it back on to gain control of the remote again. All of our streaming sticks software is updated. 

Audio Support
  • RokuDanny-R's avatar
    RokuDanny-R
    3 years ago

    Hi Community users,

    Thanks for your patience while we investigated the issue you are experiencing with TV volume changes when playing content.

    Please be aware that we believe this issue has been resolved and are rolling out the fix to affected devices.

    Your patience and understanding in the meantime is much appreciated.


    Thanks,
    Danny

94 Replies

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  • PaulinOhio's avatar
    PaulinOhio
    Reel Rookie
    3 years ago

    I'm having the same problem. I have several Roku Express 4k's. It does this on all of them. I replaced one with a brand new name brand Roku remote and it did it right out of the box. This is a very annoying problem. It just gets very loud with one slight tap of the volume button.

    • twf1944's avatar
      twf1944
      Channel Surfer
      3 years ago

      I have same issue, up or down sound, sometimes ultra loud with just 1 touch of up vol button------first time on this forum----I don't see any replies to you??

      • Anonymous's avatar
        Anonymous
        3 years ago

        Hi Smity868

        We would be more than happy to investigate this issue, but we need more details. Can you please provide us with the following information:

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • brand and model TV you are using
        • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by 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 look into further.


        Warm Regards,
        Lianna

    • KJSS's avatar
      KJSS
      Roku Guru
      3 years ago

      Interesting.  I have never had this problem.

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

      Bonsler PaulinOhio

      Thanks for the posts.

      Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? 

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


      Thanks,
      Danny

      • Bonsler's avatar
        Bonsler
        Binge Watcher
        3 years ago

        The tv volume decreases or increases by itself. The volume button on the Roku remote will not control the volume at that point. When we are viewing a show on the Xfinity app, we have learned to go up or down a channel and then return to the original channel to resume the previously set volume. If we are on Netflix etc, we have to shut off the TV and turn it on to gain control of the volume again. 

        This has happened on 3 tvs with the Roku stick, whether it's the ultra or 4K.

        Thank you. 

  • Bonsler's avatar
    Bonsler
    Binge Watcher
    3 years ago

    I thought that everything would improve with the newest software update on Roku but it just got worse. In addition to the volume changing, the voices get out of sync, the picture freezes and you can't change the stations. You have to either change the station (if possible) or go back to home and get back into Xfinity. We use the Xfinity streaming app on Roku and from what I've found in my research, Xfinity is supposedly working with Roku to resolve the problem with their streaming app. Xfinity recently updated their streaming app and that is when all the problems started. We've haven't noticed any problems with other streaming apps, i.e. Hulu, Netflix, Disney, etc. 

    Please please someone from Roku look into all of our complaints and contact Xfinity to get the app problem resolved. We are so frustrated that we're seriously considering purchasing Firesticks at this point. 

  • twf1944's avatar
    twf1944
    Channel Surfer
    3 years ago

    same issues----here is the data from the screen as requested by ROKU support:

    model3921 RW----Roku Premier.   serial: YH009E701160

    software ver: 11.5.0.  build 4312-91

    timestamp; 2023-02-02T13:10:09Z

    ISSUE ID: 60-046-870

  • Williewill007's avatar
    Williewill007
    Reel Rookie
    3 years ago

    I did not have any issues in the beginning with the voice remote model. My recurring issue is the volume buttons (up, down).

    They both seem to speed pace to a much higher or a much lower volume level when these buttons are very slightly pressed down.

    I thought maybe the volume buttons were sticking so I rubbed them with alcohol. No resolution.

    I tried replacing with new batteries but unsuccessful.

    Re-pairing the remote control to the roku device do not work as well.

    My last attempt did not solve the problem as well that I unabled, abled the ir and also the cec functions on my TV.

    I have tried all these steps for this remote control that I have this issue with in my living room. 

    I have another roku system that is the same model as the living room. I have not had any issues with that system. 

    While implementing these steps to resolve the volume buttons, please note that I was in my living room very far away from the the other room with the second roku system in it. Plus the living room and my internet connection are both in here.

    Please advise. Thank you in advance.  

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

      Hello Williewill007, 

      Thanks for reaching out to the Roku Community. 

      We're sorry to hear about the issue you are experiencing with the volume buttons on your Roku remote. We'd like to know more about the issue you are experiencing. Could you provide the requested information posted by RokuMary-F above?

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


      Regards, 
      Nimfa

  • Bonsler's avatar
    Bonsler
    Binge Watcher
    3 years ago

    Like everyone else, we deleted and reinstalled the Roku app to no avail. We use the Xfinity app to stream Comcast via Roku on our Tvs. I researched this further on Xfinity's blogs and numerous people are experiencing the volume change on their Xfinity streaming app on Roku.  Xfinity (Comcast) is supposedly aware of the problem and recently updated their stream version to 6.10 to correct it but people are still experiencing the same problem. It appears that the Xfinity streaming app on Roku is the culprit for this problem. Hopefully Xfinity figures out how to fix the spontaneous volume change soon. 

    • JRJ's avatar
      JRJ
      Channel Surfer
      3 years ago

      I attached another Tracker ID for basement TV.  It must be a Comcast issue.  Mine started a couple of months ago, as well.  Hope they figure it out.

       

      Roku Volume Issue    
            
      TVLocationModelSerial #Tracker ID 
      HitachiBasement3800RCT392173437474-069-996Volume issue
      LGKitchen3810X21507F08368282-064-826Volume issue
      SamsungBedroom3810X21313F973200 Volume issue
      TCL Roku TVStudy    
            
      Software version:  11.5.0 Build:  4312-50 No Problem noticed
            
  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    Hi Community users,

    Thanks for the posts regarding your Roku device changing the audio randomly during playback.

    Please be aware that I have passed along your concerns and information to the appropriate Roku team to investigate further. Once more information is available, I'll be sure to update this Community thread. If you yet to provide the requested information in my previous post above, I would ask that you reply so we can investigate further.

    Your patience and understanding in the meantime is much appreciated.


    Thanks,
    Danny

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

      Hi Community users,

      Thanks for your patience while we investigated the issue you are reporting regarding the volume changing on your Roku device.

      The appropriate Roku team investigating the issue needs further clarification whether or not volume numbers show up and adjust when this is happening, or is this happening in the background with no volume numbers being displayed?

      Once we have this information, we will be able to pass it along to the appropriate Roku team to continue looking into.


      Thanks,
      Danny

      • PaulinOhio's avatar
        PaulinOhio
        Reel Rookie
        3 years ago

        Mine shows the volume number when I ramps up. It has not been doing it as much lately though.

    • mfisher515's avatar
      mfisher515
      Channel Surfer
      3 years ago

      This is still an issue across a myriad of your devices. Let's get some software updates going!!! Happens on my Roku TV, my Mother-in-Law's 4k streaming stick, my 4k one, etc. Clearly needs to be addressed.