Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Islandbabe325
Level 7

Sound not working on one movie on roku channel

I went to go watch the movie Stick It on the Roku channel and the sound does not work through the TV. I have checked multiple other movies on the Roku channel and they all do work. the movie sound works if I do it through private listening on my phone but not through my TV. has anyone else found a fix for this? 

3 Replies
RokuMary-F
Roku Employee
Roku Employee

Re: Sound not working on one movie on roku channel

Hi @Islandbabe325,

Welcome to the Roku Community and thanks for bringing this to our attention.

We'd like to gather more information about the issue you're running into. Could you provide an example movie title that you experience this issue within The Roku channel? In addition, can you please specify the exact steps you are taking to reproduce this issue so we can investigate further?

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

Thanks,
Mary

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Dawnmj48
Level 7

Re: Sound not working on one movie on roku channel

I found the same thing. The only movie with no sound on the Roku channel is “Stick It”. I have played other movies such “Flight Plan” and “The Client” and I had no problems at all.

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RokuMary-F
Roku Employee
Roku Employee

Re: Sound not working on one movie on roku channel

Hi @Dawnmj48,

Thanks for bringing this to our attention.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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 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)
-steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.

Kind regards,
Mary
 

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