Channels & viewing

[RokuCarly]

Welcome to the Roku Community, @Cryptohex!

Thanks for reaching out and informing us about the issue you've encountered as posted above. 

Rest assured that this case is still under investigation by the appropriate team. We would also like to include your device in the process and it would be great if you could provide us with the following details:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We'll be looking forward to your response!

Warm regards,
Carly

[Totally_Roked]

This has been ongoing with all three of my Roku devices.  They are all on software version 13.1.4.  

I tried uninstalling, restarting, and reinstalling the app. This did not resolve.

Do we have a status on this?

Anyone find a workaround?

My Google TV streamer does not have this issue.

Thanks in advance.

Details:

TCL 43S435

C134X

X000003SFG1G

13.1.4 BUILD 1510-93

ISSUE ID: 1G-411-439

GC 12.3.21

TCL 65S41

G138X

X012007RN1YR

13.1.4 BUILD 1512-CG

ISSUE ID YR-411-435

GC VERSION 12.4.17

4630X - ROKU PREMIERE+

7K666F547155

YR00F6547155

13.1.4 BUILD 1512-29

ISSUE ID 55-411-441

GC VERSION 12.4.17

[RokuCarly]

Hi, @Totally_Roked.

Greetings from the Roku Community!

Thank you for bringing this to our attention. Our relevant team is currently investigating this case and helping you find the best resolution possible.

Rest assured that we have already forwarded the details you provided to the team so that they can be included in the process. In the meantime, kindly try to reboot your modem/router, as this could be a network connection issue. 

We also recommend resetting your network connection if the issue persists after performing a soft reboot. Kindly navigate to your Home screen. Scroll up or down to select Settings > Advanced system settings > Network connection reset > Reset connection. 

Keep us posted on how it goes!

Best regards,
Carly

[Totally_Roked]

Greetings Carly,

    Thank you for your reply.  I have tried the steps you recommended.  This did not resolve the issue.

[RokuCarly]

Hi, @Totally_Roked.

Thanks for keeping us informed and for performing the steps suggested. Rest assured that we'll keep you posted once updates are available regarding this case. 

We appreciate your patience and kind understanding as we still work on this. 

Regards,
Carly

[Greenmtrider]

Found the issue to be with the audio EAC3 7.1, once changed to AC3 stereo with commentary playback works.  Going to change streaming services for testing.  @RokuCarly