Discussions

[6484]

I replied below this post and yet have not heard from you. Please reply.

[RokuDanny-R]

@6484

Thank for the posts.

Can you please specify the issue you are experiencing? Are you experiencing this issue on a specific channel or across all channels? Have you tried removing the channel, restarting the Roku device, then adding the channel(s) back again to see if that resolves the issue? What are the exact steps to reproduce the issue?

With more detailed information about the issue you are seeing, we will be able to assist you further.

Thanks,
Danny

[6484]

The issue comes on any channel. I don’t change channels. Nothing reproduces it. I’ve gone through every type of change. Removed my tv programs. My Direct tv. Took of the ROKU. Exchanged ROKU’S, but both are doing it. Samsung tv and brand new Vizio. There are times it’s ok. Other times it will be two or three times a night.

Now I’ve done all this, I can only turn on and off with my main tv box. Also sound can only be done on the main box. 
How to reproduce it? Turn on the ROKU and watch. 
The sound starts what you might call stuttering. On a few occasions it’s gone completely out, but usually just the noise. I “can” push the front or back button and that may help, or I must turn it off and then back on again. Not consistent, but irritating enough it happens a couple times a day.

[RokuDanny-R]

@6484

Thanks for the follow up.

Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[6484]

I replied but somehow my message is gone. Here it is a second time. All you need to do is look back two weeks ago on my last post. 

Here is that info:

‘Model-3810X - ROKU Streaming Stick+, Serial-10.5.0. Build 4208-50, Device I.D. 2139A2837956

Thank you.

[RokuDanny-R]

@6484

Thanks for the follow up and providing me with your information.

I have passed along your information to our Support team. They will follow up and assist you.

Thanks,
Danny

[Fenway1]

Our Roku TV is doing the same thing we just purchased it in October 2021.   We lose the sound but not video if you put the show that you're watching on hold for a few minutes or more.   Called best buy member support and was told by the customer service rep that the same issue happens on her TV which was a different brand.  A system restart is the quickest solution.   If anyone has an update on the real fix, would love to know.   

[Fenway1]

More details....

Roku model 4800x-roku ultra software version 10.5.0 build 4208-c2

We have Sonos as our speaker.   Restarting your TV is the only temporary fix that Best buy membership can provide.   They told me that they get the calls on multiple brands of TVs... But it's definitely a combination of Roku and the TV.

[RokuDanny-R]

@Fenway1

Thanks for the post.

Can you please clarify the issue you are experiencing? What are the steps to reproduce the issue? Does this happen on a specific channel or does it happen across all channels? Have you tried disconnecting your Sonos speaker to see if you are still seeing the issue occur?

Please keep us posted. With more detailed information, we will be able to assist you further.

Thanks,
Danny

[Fenway1]

Hello,

The issue occurs even if we disconnect our Sonos speaker.   We typically lose sound if we pause a show for a few minutes.  Once you resume the show, we lose the sound but video continues to play without any problem.   The only way to fix the issue is to do a system restart.   Then I can retry the same show and everything is fine sound and video will work fine.   We experience the issue on multiple apps...Netflix,Disney, PBS,Fubo,Hulu,HBO.