Discussions

[RokuEuniceL]

Hi Community Users,

Thank you for keeping us posted here in the Roku Community!

We appreciate you letting us know about your problem streaming on your Roku device. We will work with you to know what went wrong so we can assist you further and fix the issue.

@kennedy,

What troubleshooting steps have you taken so far? Please try to use volume modes on your Roku streaming device to see if it fixes the issue.

@cjsalzano,

Please be advised that if it's connected to a Roku TV, there is a setting under Settings > Audio to force audio to the TV speakers. For non-Roku TVs, you would need to reach out to your TV manufacturer to see if this setting is available. 

@LynnMendez5,

We apologize for any inconvenience this may have caused all of you. We are doing our best to cater to you and update you with all the information given by the appropriate Roku team.

Your patience and understanding are highly appreciated. We are eager to hear from you and investigate this matter further. Thank you!

Kind regards,                                                                                                                                            Eunice

[cjsalzano]

Ok, I appreciate you keeping in touch and being responsive, but not sure what are the next steps?

[RokuEuniceL]

Hi @cjsalzano,

Thank you for keeping us posted here in the Roku Community!

We understand you are having a problem streaming on your Roku device. We would be happy to look further into this issue, but we need more details. Please provide us with the following information:

1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
2. Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)
3. Tracker ID. When you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID.

Once we have this information, we will be able to investigate further.
Best regards,
Eunice

[cjsalzano]

From about screen

Model 9102R

Roku stream Bar

serial number YL004303-0716

software version 12.5.5

build 4174-95

device ID 2A11A4030716

.......

Regarding channel, this is hard to determine because when watching a regular TV show this problem is a non-issue. This problem only surfaces on shows that also have music, singing audio etc such as the Grammys that were on couple weeks ago and also super bowl with the halftime musical show.

I can go back into on demand and find Grammy's show and replay it and get the same results, all of the speaking audio sounds fine but whenever there's music performances the volume is very low and it's very muffled.

Hope this helps

[cjsalzano]

Additional information, I am watching DirecTV stream, channel 5 which is Fox, watching the Daytona 500 and during red flag delay they were playing music and same problem, music volume was very low and muffled.

From the home screen, as you requested, pressed * on the DirecTV stream channel and it says version 3.35 and build number 3840103

Thanks

[RokuEuniceL]

Hi @cjsalzano,

Thank you for providing these details here in the Roku Community!

We'll forward your concern and information to the appropriate Roku team for further investigation and to fix the issue as soon as possible. 

Also, please don't forget the Tracker ID. When you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID. You can also 

We'll be waiting for your update.

Kind regards,
Eunice

[kennedy]

Thank you for the reply, @RokuEuniceL. I've tried just about every configuration of sound settings, including all sound modes, volume modes, and speech clarity settings.

Model: 9102R - Roku Streambar
Serial number: YL004A584808
Device ID: 2A13A4584808
Software version: 12.5.5 build 4174-95

The issue is noticeable across many channels, including YouTubeTV, Peacock, and other streaming services. All apps are up to date.

Tracker ID: 08-076-575

[RokuERey]

@kennedy,

Thanks for getting to us and for the extra details!

We'll pass along this information to the appropriate Roku team for further investigation.

Once we have an update available, we'll make sure to keep the Roku Community posted.

Thanks,
Rey

[cjsalzano]

Couple weeks have gone by and no further response from Roku about this muffled sound situation. Last response was something about passing it along to someone else ... any chance we can get resolution on this, seems like many people are having the exact same problem, thanks!

cjs

[cjsalzano]

Another couple weeks have gone by, no response from Roku, no feedback, still no resolution to this problem.

Can we get a status or an update or some kind of resolution to this problem?