Playback Issues - Audio/Video & Power

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Level 7

Device Keeps Losing Sound

Mine is model: 4660x2 and is roku ultra. If I unplug and then plug back in, it has been fixing. It's done 3x this morning already. It's when I switch from one app to another (like Hulu to Youtube) and even if I go back to first app - no sound, TV still plays the sounds as i choose buttons and move on menu.

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1 REPLY 1\
Roku Employee
Roku Employee

Re: Device Keeps Losing Sound


Thanks for the post.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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)

Once we have this information we will be able to pass it along to the appropriate team to investigate further.

Please keep us posted.


Danny R.
Roku Forum Moderator
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