Features, settings & updates

[ProfFink]

Roku media player won't play audio for mp4's that have modern 5 channel audio. Only plays audio from 2 channel audio (stereo) after update. Down sampling the audio works but is a poor solution to the problem and is quite difficult.  Open the properties of the mp4 and go to the details tab and look at the audio settings to see if your mp4 audio is supported.  Dev's at Roku should really be ashamed that they released this bug and have neglected to fix it for so long.

[RokuJohnB]

Welcome, @ProfFink!

Thanks for letting us know about your issue with the Roku media player. We're happy to investigate further.

Can you please provide the following information?

• Do you have any other device/s connected to your TV? (e.g., speakers and another sound system)
• When did the issue start?

In the meantime, you may check out this support article here on how to use the Roku Media Player to play your videos, music, and photos.

Please keep us posted on what you find out.

Thanks,
Roku Community Team

[ProfFink]

I have five roku's in my house.  They all have the same issue with playing mp4's that are created with 5 channel audio.  When I try and stream from my server only 2 channel (Stereo) mp4's have audio. All of the roku's worked fine with all my saved mp4's before you updated the software.  I can't tell you the exact update that did it but based on the reports from many other roku owners that have this problem it should be fairly easy to track down the update that messed everything up.  Once again,  this is not a user problem, it is a problem with your software that your developers updated.  Generic bot answers are not going to solve this issue for anyone.  As a software developer myself I know I have given you every bit of info you should need to resolve this.

Step 1:  Create a local server with a mp4 that is 5 channel audio.  (Literally any dvd rip less than 5 years old will produce this)

Step 2:  Use any streaming stick to access this mp4 and notice the audio doesn't play.

[renojim]

@ProfFink, do you have any of the volume leveling modes enabled (night, leveling)?  If so, try setting it to "Off".

[ProfFink]

Thanks for the reply but that is not the problem.  It clearly has to do with the sources audio channels.  5 channel audio won't play over media player.  It's that simple. It was supported before roku updated its software and now it is not supported. 

[RokuJohnB]

Hi @ProfFink,

Thanks for keeping us posted.

We want to take a closer look at your issue with the Roku media player.

• Can you please provide the software version of your Roku TV or device? (Settings> System> About)
• Could you share a photo or video clip with us?

We look forward to hearing from you soon and gathering your details.

Thanks,
Roku Community Team

[ProfFink]

Here is the information you requested.  

Model 3600X - Roku Stick  SV 14.5  (MP4s with 5 channel audio have no sound)

Model 3820R2 Streaming Stick 4K  SV 14.1  (MP4s with 5 channel audio have no sound)

[RokuTakashi]

Hi, @ProfFink 

Thanks for the update.

Our team would like to take a closer look at this. Can you send us the details below so we can review it further?

• Roku device model, serial number, device ID, and OS version. (This can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Keep us posted.

Thanks,
Roku Community Team

[ProfFink]

[RokuTakashi]

Hi, @ProfFink 

Thanks for providing the information.

I advise you to check for the latest software update to see improvements with the issue.

To manually update your Roku device, navigate to Settings > System > Software update on your Roku device and select Check Now.

Keep us posted on what you find out.

Thanks,

Roku Community Team