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elketer's avatar
elketer
Channel Surfer
3 years ago
Solved

Low volume issues on MAX app

I have recently begun having an issue with the volume on the MAX app on my 40'' Hisense Roku D201X television running software build 12.0.0.4182.

When you start a movie or show it will begin to play at a "normal" volume level for a split second before the screen briefly changes to a black "loading" screen and then the show will begin playing but the volume will be so low it is inaudible. The only way it can be heard is if you turn the volume up to maximum.

This creates an additional problem when an episode ends and another begins because it will do the same thing, briefly play the new episode at "normal" volume, except now the volume is turned up to a deafeningly load level, for a split second before the black screen and the switch to lower volume. Not only is this shocking but it could result in ruining my speakers.

This issue is currently only happening on the MAX app and only on my Roku TV, not other devices.

I'd really like a fix because it's making MAX unwatchable.

I have already tried making adjustments to the volume settings on the TV and nothing seems to make a difference.

  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi elketer,

    A warm welcome to the Roku Community!

    Thanks for letting us know about this behavior with the MAX channel having an audio issue. We would like to help you with this and resolve the issue. We recommend performing the steps below to resolve the issue.

    1. Remove the channel by highlighting it and pressing the star (*) button.
    2. Restart the Roku device from Settings > System > System Restart.
    3. Install the channel again.

    After performing its troubleshooting step, kindly check to see if you notice any difference.

    All the best,
    Kash

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  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    3 years ago

    Hi elketer,

    A warm welcome to the Roku Community!

    Thanks for letting us know about this behavior with the MAX channel having an audio issue. We would like to help you with this and resolve the issue. We recommend performing the steps below to resolve the issue.

    1. Remove the channel by highlighting it and pressing the star (*) button.
    2. Restart the Roku device from Settings > System > System Restart.
    3. Install the channel again.

    After performing its troubleshooting step, kindly check to see if you notice any difference.

    All the best,
    Kash

    • elketer's avatar
      elketer
      Channel Surfer
      3 years ago

      Already tried that several times Kash.

      In fact, it was the first thing I tried after checking to see if there were software updates.

      I have also power cycled my TV and deleted the cache.

      None of the routine "troubleshooting" measures have helped.

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        3 years ago

        Hi elketer,

        Thanks for keeping us posted!

        We're sorry to hear about the persistent issue you have encountered with the audio on the MAX channel. For us to have a workaround for this issue, 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).
        • Does this issue occur specifically on MAX channel? If so, 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 investigate further.

        All the best,
        Kash