Discussions

[RokuHaz-M]

Hi! @Platypus1 

Thanks for letting us know!

Can you share the info from the post above so I can add you to the investigation?

Note: The post was marked as a solution.

Thanks again!

Roku Community Team

[Jimmytwosticks]

Can we not mark this as a solution until it is solved please?  It creates additional confusion.

[RokuHaz-M]

Hi @Platypus1 

Thanks for letting us know!

Can you share the info needed above so I can add you to the list for the ongoing investigation? And could you tell me:

• Is this issue occurring only with the Xfinity Stream app, or with all apps on Roku?
• When did you first notice the problem?
• What steps have you taken so far to fix the issue?

I look forward to hearing from you!

Thanks!

Roku Community Team

[Platypus1]

Once again, I do not have anything X finity...I have Wind stream internet service. Most of the time it does it on the ROKU channel BBC's Top Gear, although it has happened on other channels. You hear a crack sound followed by a big reduction in sound. I t can last a few minutes or or 15 to 20 minutes or so. We have checked the audio settings as well as rebooting the system and or unplugging the unit and logging back in, and making sure it's updated. I have the ROKU soundbar along w/ the surround speakers and sub. This has been going on for at least the 6 mos. or more. Very sporadic.

[RokuHaz-M]

Hi again! @Platypus1 

Thanks for the update!

To help me dig deeper into this, can you please provide me with this info:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)
• App build version (Highlight the app from the Home Screen and press the Star * Button)

Looking forward to your response.

Best,

Roku Community Team

[madstreamer]

• Roku Soundbar, Model: 9102R
  
  I have the same issue: heavy static and loud crackling - generally during bass and/or loud rumble sounds and lower volume overall (especially when the static starts).  This started sometime last year and has progressively gotten worse over time.
  
  Troubleshooting:

I have power-cycled the soundbar, unplugged the HDMI & power cables for 30 seconds, replaced the high speed HDMI cable twice, cycled through all available audio setting options in my tv, and moved roku soundbar to another tv to verify if the sound issues follow.  My final step was to remove the roku soundbar and replace it with my spare roku express and a separate soundbar (JBL Multibeam).  Connected them to the same HDMI port on the same tv, using the same HDMI cable as in original set up and now have no issues.  The static and crackling is definately within the roku soundbar and there are no problems with my tv or its audio settings.

ROKU SUPPORT TEAM, please help to resolve this problem with your device.

SN: YL00HH467809 (2A117H467809)

SW: 14.5.4,
(BUILD 5944-95)

GC VERSION: 13.10.10

Timestamp: 2025-04-25T23:27:26Z

TRACKER ID: 09-165-567

[madstreamer]

Newbie to Roku Community.

Roku Soundbar, Model: 9102R

I have the same issue: heavy static and loud crackling - generally during loud and/or low rumble bass sounds, and lower volume overall (especially when the static starts). 

Troubleshooting: I have power-cycled the soundbar, unplugged the HDMI & power cables for 30 seconds, replaced the high speed HDMI cable twice, cycled through all available audio setting options in my tv, and moved roku to another tv to verify if the sound issues follow.  My final step was to remove the roku soundbar and replace it with my spare roku express and a separate soundbar (JBL Multibeam).  Connected them to the same HDMI port on the same tv, using the same HDMI cable as in original set up and now have no issues.  The static and crackling is definately within the roku soundbar and there are no problems with my tv or its audio settings.

ROKU SUPPORT TEAM, please help to resolve this problem with your device.

SN: YL00HH467809 (2A117H467809)

SW: 14.5.4,
(BUILD 5944-95)

GC VERSION: 13.10.10

Timestamp: 2025-04-25T23:27:26Z

TRACKER ID: 09-165-567

Full disclosure: I just (mistakenly) added this to another post with a subject that doesn't fully describe my issue.

[RokuRhea-V]

Hey @madstreamer, 

Thanks for bringing this issue to us! We're passing it along to the Team. If you have more ideas or suggestions, please feel free to share! We’re always here to listen.

Thanks again!
Roku Community Team