Forum Discussion

nightsmusic's avatar
nightsmusic
Streaming Star
3 years ago

Roku Ultra volume goes up and down by itself

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 of...
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RokuDanny-R's avatar
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's avatar
    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's avatar
      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

      • nightsmusic's avatar
        nightsmusic
        Streaming Star
        3 years ago

        Thank you for your reply. We had a tragedy in our family and I've just been able to get back to you now. Here is the Roku information:

        Model 4802X - Roku Ultra
        Serial Number X01000M1W0Y
        Software Ver 11.5.0 - Build 4312-C2
        Device ID S0DA225M1W0Y

        This 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.