Sound drops out on certain channels

We have a Roku soundbar and use our tv speakers. Most of the time, everything works well, no issues. We do experience periodic audio difficulties on several of the channels we subscribe to through Roku. On both the Paramount + channel and on our premium Peacock subscriptions, after we have been playing them for some time, the sound will either become garbled, slow and eventually freeze, or it will just drop out totally. Closed captions usually work unless the channel has frozen. Then we have to go back to the main menu and restart the program. This does not happen on other channels that we watch occasionally and it does not happen all of the time. Any ideas? 

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3 REPLIES 3
RokuTakashi
Community Moderator
Community Moderator

Re: Sound drops out on certain channels

Hi @goldcutter22,

Thanks for bringing this to our attention, and welcome here in the Roku Community!

We're sorry to hear about the issues you've run into. This is not what we expect to hear, and we will do our best to attend to this. Kindly provide us with the following information so we can work on it:

  • Who is their ISP (internet service provider)?
  • Where are you located?
  • What is their IP address (from http://whatismyip.com)?
  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • 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).

The information you provide is essential to us, and we look forward to hearing back from you.

All the best,
Kash

Takashi O.
Roku Community Moderator
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smithbl47
Reel Rookie

Re: Sound drops out on certain channels

 

Add my name to the list.  This is a brand new Streaming Stick 4K that sound drops in an out.  Restarting does a temporary fix.  I have other stick at other locations and I don't have this problem.

 

sound drops outsound drops out

 

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RokuJharra-Q
Community Moderator
Community Moderator

Re: Sound drops out on certain channels

Thanks for keeping us posted, @smithbl47!

We see that you're experiencing intermittent audio crackling with your Roku streaming stick, and we're here to help. Before we proceed, we'd like to gather more information about the issue. Please answer the following questions to assist us in troubleshooting:

  • Is the intermittent audio crackling happening on all channels?
  • If it's happening on only one channel, have you tried removing and re-adding the channel?
  • When does this issue occur?
  • Are any other devices, such as speakers, connected to the TV?

In the meantime, we recommend restarting your Internet router and Roku device. To do this, go to the Roku Home screen, scroll down, and select Settings > System > Power > Restart.

We are eager to hear from you and investigate this issue closely.

Best regards,
Jharra

Jharra Q.
Roku Community Moderator
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