Solving playback issues

[Lane03]

Having split second audio drop outs on Disney+ (haven't checked other channels yet) on the most recent 10.5.0-4208 update on RokuTV. I had this same issue on the infamous 10.5.0-4201 update. Last week these audio dropout issues were resolved when Roku rolled back the firmware to 10.0.0-4209.

Unfortunately this means that Roku pushed out a newer build of 10.5.0 that still has issues!

@RokuDanny-R 

[Lane03]

Did some more testing, and it appears the audio dropout only occurs when the movie has Atmos sound.

[Nick21]

Still happening on my 3810 with build 4208-50 (Apple tv channel in my case). It's really frustrating to see a nearly perfect, detailed bug report like this ignored for six months.

[RokuDanny-R]

@Nick21

Thanks for the post.

It looks like you are reporting an issue with OS 10.5. Have you tried checking for a manual update on your Roku device to see if you can install the latest OS 11.0? 

In addition, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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)
-steps to reproduce the issue you are seeing 

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

Thanks,
Danny