For Christmas, we bought a 60" Samsung 4KHD TV and a Polk Soundbar and replaced our old Roku Express with a new Roku Ultra. We prefer the interface of the Roku as well as some of the other options offered rather than the front that Samsung has, plus husband is a creature of habit. 🙂 The Roku has been working great, the remote works both the TV and soundbar with no problems except that the volume when using the Roku goes up and down by itself. We don't have that problem if we watch through the TV, still utilizing the same soundbar. Has anyone else run into this? I've tried all of the audio settings on the Roku but it's still happening. We'd love to stay with the Roku so any suggestions would be appreciated. Thanks!

nightsmusic @ +1 +1 +1 +1 +1This problem is the worst. It is a software issue. It never used to happen until a certain software update. The volume on the TV is not changing. The actual volume level of the stream is glitched and is either super high or super low and distorted. It happens after streaming content for some amount of time. Sometimes 10 minutes, sometimes an hour.Changing HDMI cords didn't work. Power cycling didn't work. Changing HDMI audio setting (PCM vs Dolby) didn't work. Factory resetting my Roku ultra didn't work (it auto updates to the latest software after resetting).PLEASE give "Kudos" to the original post if you have the same issue, it's the only way it'll get the eyes of Roku's audio software engineers to revert whatever awful software change they made a couple of months ago. It happens to me with Hulu and Xfinity Stream. Doesn't happen with YouTube or Plex. So my guess is it has something to do with audio when "streaming" something as opposed to direct play. One more thing to note is that the same audio level glitch happens when streaming the audio through the Roku app to headphones using iOS. So it has nothing to do with my TV / HDMI cord / other. The audio being glitched when playing through headphones on iOS Roku app (plus the fact it started happening after an update) tells me this is ONLY a software issue introduced by an update. Information:Model: 4670RW - Roku UltraSoftware Version: 11.5.0 build 4312-46

RokuDanny-R I'm not giving you anymore info. I'm the one who started this thread and have provided info twice. Maybe someone else will, but I'm done. Thanks.

It appears that this isn't going to be fixed. I think I'm going to switch to another streaming device.

I am copy/pasting the same information I posted In This Thread from January 2, 2023, which I also supplied in a support email, both of which resulted in crickets after supplying the information.Model 4802X - Roku UltraSerial Number X01000M1W0YSoftware Ver 11.5.0 - Build 4312-C2Device ID S0DA225M1W0YThis is on a Samsung TV, but it was also happening on our LG prior to this. It happens on most of the streaming services we use but it most prominent on YouTubeTV and frankly, it's horrible. Since we go back and forth between YouTubeTV and Philo, where it also happens but to a lesser extent, and does NOT happen using the Samsung interface, it has to be the Roku. I'm watching the Comet channel on YouTubeTV right now and the volume level is going up and down, up and down. There are times when I'll tune to a channel and the volume sounds like it's coming from a tin can with a lid on it. Other times, I'll try to turn the volume up a notch and the volume increases to the top limit by itself. We had similar problems with the previous Roku Express that we replaced with this Ultra and we'd hoped it was just a bad unit, but I'm thinking it must be the latest update because we didn't have any problems like this prior to the latest update coming through. This is really unacceptable frankly and after being Roku users for many years, we're considering a different streaming stick at this point. Our Roku TVs do not have this problem by the way.All of the above information is from that January 2, 2023 post. This is the last time I will be providing this information. I'm tired of providing this information frankly and pretty tired of the lack of customer service on this issue. It's not just my issue, it's happening to many, many customers as posted by them not only in this community but across the web. Roku has been my go to since it's inception. It's quickly becoming a brick in my household. A very expensive one.

I got an email from the support team the last time I posted this information. They asked me a few more questions. I sent them the information and it's been crickets since then. That was a month ago. Frankly, your customer service sucks. Thanks a lot.

Roku Ultra volume goes up and down by itself

38 Replies

Replies have been turned off for this discussion

TommyS
Channel Surfer
3 years ago
Roku Ultra raises or lowers volume on its own. I have an older Roku and swapped it with the Ultra -the problem follows the Ultra. I blamed it on Samsung and returned a perfectly good TV to the store (and bought one at twice the price). I had Xfinity on the phone for four hours (total). I've hard-wired it to eliminate wi-fi issues. I waited on hold at Roku, finally hung up. Still no idea how to fix the problem, but I'm pretty sure I've found the culprit. Roku.
- nightsmusic
  Streaming Star
  3 years ago
  Oh, it's absolutely the Roku. I don't have the problem at all if I run the TV through the TV if you get what I mean. The minute I switch over to the Roku, and I prefer the picture on the Roku, the sound is up and down, up and down. I go back to the brand new Samsung and there's no issue. I had the same thing with the previous LG. I thought at the time it was the Roku Express. When we bought this Samsung TV, we bought the Roku Ultra thinking we'd start fresh. Same thing! But disconnect the Roku, the problem goes away.
  I have two Roku TVs and do NOT have this same problem on either of those TVs. Go figure. I'm about at the breaking point though and ready to try a Fire Stick I'm so frustrated.
  - Zamphex
    Channel Surfer
    3 years ago
    nightsmusic @ +1 +1 +1 +1 +1
    This problem is the worst. It is a software issue. It never used to happen until a certain software update. The volume on the TV is not changing. The actual volume level of the stream is glitched and is either super high or super low and distorted. It happens after streaming content for some amount of time. Sometimes 10 minutes, sometimes an hour.
    Changing HDMI cords didn't work. Power cycling didn't work. Changing HDMI audio setting (PCM vs Dolby) didn't work. Factory resetting my Roku ultra didn't work (it auto updates to the latest software after resetting).
    PLEASE give "Kudos" to the original post if you have the same issue, it's the only way it'll get the eyes of Roku's audio software engineers to revert whatever awful software change they made a couple of months ago. It happens to me with Hulu and Xfinity Stream. Doesn't happen with YouTube or Plex. So my guess is it has something to do with audio when "streaming" something as opposed to direct play. One more thing to note is that the same audio level glitch happens when streaming the audio through the Roku app to headphones using iOS. So it has nothing to do with my TV / HDMI cord / other. The audio being glitched when playing through headphones on iOS Roku app (plus the fact it started happening after an update) tells me this is ONLY a software issue introduced by an update.
    
    Information:
    Model: 4670RW - Roku Ultra
    Software Version: 11.5.0 build 4312-46
RokuDanny-R
Retired Moderator
3 years ago
nightsmusic

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

If you remove the batteries from the Roku device remote, are you still seeing the same issue occur?

Please keep us posted what you find out and we will be able to assist you further.

Thanks,
Danny
- nightsmusic
  Streaming Star
  3 years ago
  Thank you, doesn't make any difference. This isn't the first time we've had the problem and not the first unit. We had this problem with our old Express as well. Will keep trying other things. Thank you.
  - RokuDanny-R
    Retired Moderator
    3 years ago
    nightsmusic
    
    Thanks for the follow up.
    
    We would be more than happy to look further into this issue, but will need more details. Can you please provide us 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 on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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 investigate further.
    
    Thanks,
    Danny
Tlatrell
Reel Rookie
3 years ago
Yes my remote has been doing this for months. I bought my Roku stick in September 2022. The problem started in about November. I thought it was the TV but I really think it's the remote. Sometimes you can't use the buttons. You have to change the channel and back to get the valume right. Can I talk to someone over the phone about this?
- nightsmusic
  Streaming Star
  3 years ago
  I don't think so, at least not that I've found and after the second or third email exchange, they stop emailing. Doesn't matter if the problem is resolved or not, they just stop.
  - Tlatrell
    Reel Rookie
    3 years ago
    oh wow, so I'm wondering if they will replace it? I only had it 4 months

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Roku Ultra volume goes up and down by itself

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