Discussions

[Dragonmyst96]

I have used private listening on my roku devices (Roku Express 4K 3940RW, and Hisense TV G211X) just fine for a long time now. I have never once had an issue with it, and love it so much. After the last app update, it no longer works at all. There is either no audio, or the audio keeps playing from the TV, and it keeps going from saying private listening on, then turning it off again.

Here are the things I have tried:

• I made sure my volume was up
• Turned devices on and off again, and unplugged and plugged them
• Turn my phone (android) on and off again
• Cleared app cache
• Cleared the app data
• Force closed and re opened the app
• Tried different wired headphones
• Tried switching from wired to blutooth headphones
• Checked for updates on the rokus
• Checked if my phone was missing any permissions
• Made sure to turn on nearby share, location, and blutooth
• Double checked my app was  up to date.
• Uninstalled and reinstalled the app
• Looked up any help topics that might be relevant

I still can't get it to work. Does anyone have any other suggestions? As far as I can tell, the last update just broke the feature. I miss watching TV while my wife is asleep. 

[RokuERey]

Hi @Dragonmyst96,

Welcome to the Roku Community!

We'd like to learn more about this and we really do appreciate you for flagging us about this.

Could you tell us if you're seeing this issue to all channels? Have you tried another mobile device and do you see the same issue happens?

Share us more additional insight that we can take a closer look at it.

Thanks,
Rey

[Dragonmyst96]

The issue is on youtube, Netflix, hulu, disney plus, and the home screens. I tried starting private listening from the home screens, the video selection screens, and from already playing videos. I tried all trouble shooting methods on my wife's phone (android) as well. I noticed a lot of the reviews on the play store say that private listening is broken after the update, so I figured I would go here to give more specific details about the steps I took to try and fix it on my end to try and help y'all out. 

[RokuERey]

@Dragonmyst96,

Thanks for the update!

We've tried replicating this case on our end, but we haven't seen any behavior like this. Could you share with us the current version of the app? We'd like to take a closer look.

Thanks,
Rey

[Dragonmyst96]

My version number is 9.10.0.2714153

I am on a Moto G Power 2022

My wife's phone is a Moto G Stylus 2021

We are both running android 12, and neither of our phones are rooted, if that is also relevant. 

[RokuERey]

@Dragonmyst96,

Thanks for the quick update!

We'll need reinforcement from the concerned team about this for further investigation, and in the meantime, we'll need your patience and understanding as they further look into it.

Best regards,
Rey