Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Level 7

Audio drops out for a fraction of a second every 10 seconds or so...happening on multiple systems

We have four Roku boxes - of different vintages - attached to various different TV's.  One of the older ones started to have this symptom of getting brief audio drop-outs - maybe less than 1/2 a second - happening regularly about once every 5 to 10 seconds.   The video is working just fine - no hesitation or drop-outs at all.  We assumed that this older machine had become faulty and stopped using it.

But now the same problem has started to happen with my fairly new Roku Premiere...on a different TV set.

In both cases, these systems and the TV's they were connected to and all of the wiring and all of the setting were COMPLETELY unchanged before and after the problem started.   The dropouts happen on all shows and in all channels - and even with the audio that the Roku itself produces.

I'm wondering if this has perhaps been caused by a recent software update or something of that nature.

We have a good speed of internet hookup - and since the video is fine, I don't see how networking is likely to be the problem.

 

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Level 7

Roku Ultra Audio dropout

Having issues with the audio on my Roku Ultra where it drops out for a split second and then comes back on. I have run the audio through both the tv and a receiver and the issue is the same, audio is fine, it drops or decreases and then rebounds to a normal level. Is anyone else having this issue recently and are there any know fixes?

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Level 7

Re: Roku Ultra Audio dropout

I am using a Roku 2 and a Roku Express - I have lost all audio capabilities on both units. It worked on Wednesday but when I tried to watch it last night there was no audio on either unit. I tried to reset the units, I have tried removing power for awhile and re-powering the units to no avail. Nothing seemed to correct this occurrence. Video is working fine.

 

Any ideas would be gratefully accepted. Is there a phone number for support to report this problem or to get some 'professional assistance?

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Roku Employee
Roku Employee

Re: Roku Ultra Audio dropout

@mitch8 

Thanks for the note.

Are these devices plugged into different TVs and both are have the no audio issue? Have you tried replacing the HDMI cable that is connected to your device, as well as using another HDMI port on your TV?

Please keep us posted and we will continue to assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Roku Ultra Audio dropout

@RokuDanny-R 

Thanks for the reply - appreciate knowing someone out there was listening.

This was plugged into the same tv - and the tv sound was fine on all other sources, (av, tv-ota, etc). When the sound wasn't playing on the new Roku Express, I tried the restart, unplug, typical things to do when something electronic doesn't work anymore (think master reset here), but nothing changed. So I grabbed the Roku 2 XS that the Express was replacing. Changed HDMI cable with the Roku 2 on multiple HDMI ports of the tv, still no sound.

Update: The following night all was well and sound was working fine with either Roku device on 2 of the HDMI tv ports. And there wasn't even a full moon that night - go figure.

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Level 7

Re: Roku Ultra Audio dropout

I've owned my Roku Ultra 4670x for about a year. Currently, I'm having sporadic audio dropouts like other users. It's pretty annoying because my Roku 3 was bulletproof; I only bought the Ultra for my upgraded 4k television.

Roku, is your focus and attention now aimed more at ad revenue, instead of building quality hardware? My Roku 3 was solid and it intially cost less than the Ultra.

A lot of users are complaining about the same audio issue and I have not found a resolution anywhere for this problem.

Please do something because I'm about to jump ship and invest in different hardware.

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Level 7

Re: Audio drops out for a fraction of a second every 10 seconds or so...happening on multiple system

Same problem here when watching Netflix 4K streams on my TCL 55R625 Roku TV. The problem doesn't occur watching the same video on my PS4 Pro connected to the same TV, and both the PS4 Pro and TCL are connected to the same gigabit switch with an all gigabit Ethernet connection all the way to my modem. So I know it's not a home network or ISP problem, either.

I've worked around the problem so far by just playing 4K content via the PS4 Pro, but given that I bought the TCL for the Roku functionality, this is a bit disappointing. I guess I'll try Android TV for my next TV.

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Level 7

Re: Audio drops out for a fraction of a second every 10 seconds or so...happening on multiple system

I've had a 3 year old Ultra (4640x) connected via HDMI to a Yamaha receiver (5.1 sound - don't use TV speakers), then HDMI to the Samsung TV. It is hardwired to the router. All perfect until about a week ago when I started getting quick audio dropouts. Looking up the problem online, one solution was to reset the Ultra which I did. It said it was on the latest version (9.3.0 build 4194-29). Reinstalled the apps. Also tried every setting on the Ultra, the Yamaha, and the TV to no avail.

Probably doesn't matter, but the TV is an older model, only 1080p,

What's interesting is some of the problems others have had go back several years. For them, it seems to either stay or suddenly go away.

It has to be the Roku because I have other devices (Tivo, DVD player, and Chromecast) connected to the Yamaha without the problem.

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