Solving playback issues

[DGenR8]

The audio in the movie 'Killing Them Softly' isn't working.

[DBDukes]

@DGenR8 

Context?

There are literally thousands of Roku apps. If one of them is having an issue, it would be helpful to know which one. So, what app are you using?

[Boud]

The audio is not working On “the Roku Channel” the movie “killing them softly” in the crime drama section.  
sorry i dont know how to get more information than that

[atc98092]

@Boud can we assume that the sound works on all other content, both on The Roku Channel and elsewhere? Is your Roku connected directly to a TV, or is there a soundbar or AVR in the chain? Exactly what model Roku do you have?

[DGenR8]

Yes, the ROKU is connected directly to the TV, all other channels etc work.

This is an issue with the movie itself, not the device.

[Michelle3]

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@DGenR8 wrote:

Yes, the ROKU is connected directly to the TV, all other channels etc work.

This is an issue with the movie itself, not the device.

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Check the audio settings on your device.  I doubt that it’s the movie itself.

~ Jordan

[atc98092 · Accepted solution]

I would think that if the audio is fine for virtually everything else, the problem is with the content itself. @RokuDanny-R will need to advise their production staff so they can examine the media. 

[jdmorrow1974]

To be more exact the movie is only playing partial audio,  all of the dialog is missing.

So far it is the only media on Roku Channel I have come across like this,  all other media plays perfectly fine.

[RokuDanny-R]

@jdmorrow1974

Thanks for the post.

We are unable to replicate the issue you are reporting. Can you provide a timestamp during the movie that you are experiencing the issue.

With more detailed information, we will be able to assist you further.

Thanks,
Danny