Discussions

[RokuHaz-M]

Hi there! @Jimmytwosticks

Thanks for the info! We got what we needed and will share it with the right team to start the investigation. We really appreciate your patience. We’ll keep you in the loop once we hear back from our Engineering Team. If we need anything else from you to help us out, we'll let you know.

Thanks again!

Roku Community Team

[RokuHaz-M]

Hi there! @TravelRN515
I would like to gather some information about your issue so I can include you in the investigation and list you with others who are facing the same problem. Could you please provide the following details?

• When did you first notice this issue?
• Is it occurring on other platforms or just on the Xfinity Stream App?
• What steps have you taken so far to resolve it?
• Does uninstalling and reinstalling the app help?

I look forward to your prompt response! Let’s work together to resolve this.

Thanks!

Roku Community Team

[Jimmytwosticks]

Appreciated, I'll await a solution or instruction.

[Platypus1]

I have been having the same issue, but we have Windstream internet, no apps other than thru the Roku. It also has been happening for quite a while now.

[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