Forum Discussion

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...
  • 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

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

  • elketer's avatar
    elketer
    Channel Surfer
    3 years ago

    Hisense Roku 40H4+

    Hardware ID D21X

    Software version 12.0.0 build 4182-CP

    Serial # X007001U3DGD

    Device ID S05Y716U3DGD

    Yes, this is only occurring in the MAX app.

    MAX

    Version 54.1 - build 2

    Tracker ID GD-271034

    Steps to reproduce are to literally play any content on MAX. It starts to play for a brief second at full volume, the screen suddenly goes black with the white loading circle for another brief second, and when the content begins to play again the volume has dropped to an almost inaudible level.

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      3 years ago

      Hi elketer,

      Thanks for the response!

      We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread. We appreciate your patience and understanding in the meantime.

      If there's anything else we can further assist you with aside from this, let us know.

      All the best,

      Chel

      • 63g6vg35y35y's avatar
        63g6vg35y35y
        Reel Rookie
        2 years ago

        I'm seeing something similar. Watching max on roku ultra. At some point, often halfway through a show, but sometimes earlier, the volume decreases 20db. I have to turn up the volume on the stereo amp 20db to compensate. Exiting the max app and starting again fixes it until it happens again. Roku ultra is connected to internet via ethernet cat6 to att fiber and HDMI directly to amplifier. Amp detects surround sound fine. When volume decreases, amp does not see a switch from dolby digital to something else. Volume simply decreases suddenly like the gain changed on the Roku output.

  • MTHEADED's avatar
    MTHEADED
    Reel Rookie
    2 years ago

    I have found the voices to be way quieter on all streaming channels.  This is an issue with the Roku TV.  They need to fix it.