Channels & viewing

[RokuJohnB]

Hi @u301208 @joebios01,

Thank you for keeping us posted!

We'd like to investigate this issue further. What troubleshooting steps have you taken so far? Do you have any other device(s) connected to your TV? (e.g., speakers and other sound systems) Is this the only channel that is having an issue?

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

Thanks,

John

[joebios01 · Accepted solution]

Hello @ororoorslkajd. Here is an occurrence with Volume Leveling set to OFF.

DirecTV audio corruption - Volume Leveling OFF 

[joebios01]

In my setup its just a plain hdmi connected TV. No external equipment.

Various observations.

• Seems related to ROKU devices with the ARM A53 chipset. We have a STICK 3800X and PREMIER 3920 which both have the issue. We also have a ROKU 2 4210 (BCM chipset) connected to the same service which never has the issue.
• Video never glitches when the audio issue occurs.
• Issue does not reoccur if the stream is replayed (-15s). I used to believe this was a DirecTV issue but I'm begining to suspect this is a ROKU chipset specific issue since replaying the content never reproduced the issue.
• There are various audio artifacts. Short squeaks, uncommanded volume changes (lower), but most problematic are when the problem 'latches up' on the device resulting in unusable audio until the viewer intervenes (See previously posted samples).
• Other services (Netflix, Youtube, etc) do not have this issue.
• A number of posters have reported this issue to ROKU for over a year now and as noted ROKU has taken no demonstrable action to address this.

[joebios01]

• Multiple channels (CNBC, NATGEO, CSPAN, FIRSTTV) have had the issue.

[RokuJanadeeK]

Thank you for keeping us in the loop, @joebios01.
It seems that this issue may need an in-depth investigation. That being said, would you be so kind as to provide us with the following information:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• The channel and what version or build is it? (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).

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[joebios01]

I'm trying to be civil here, but this information was provided previously! Dont you folks talk to each other? Dont folks you have an issue tracking system? 😳🙄😤

DirecTV audio corruption - ROKU Device info 

[RokuJanadeeK]

Thank you for this information, @joebios01.

Rest assured, we have already collected and forwarded these details to the appropriate team for investigation.

Let us know if you have other concerns or inquiries.

Regards
Janadee

[RokuJanadeeK]

@joebios01,

We would like to have some clarifications on the details you have provided. We have sent you a PM here at the Roku Community. Please see the message by clicking through the "messages" option above the page.

We're hoping for your active response.

Thanks,
Janadee

[Jfra]

Is there a solution to the sound issue?  

[RokuERey]

Hi @Jfra,

Thanks for joining us here in the Roku Community!

We appreciate you sharing your experience with this issue. We just wanted to know for how long and when you started seeing this. Have you tried any troubleshooting and what didn't apply?

If you can still replicate this, could you share with us a video on the issue you're seeing?

Keep us posted!

Thanks,
Rey