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

New 2020 Roku Ultra has sound issues?

Anyone having sound problem with the new 2020 Roku Ultra after playing it for like 10 minutes?

#roku Ultra (4800)

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4 Replies
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Level 7

Re: New 2020 Roku Ultra has sound issues?

On mine, after a program starts there is an audio delay of a few seconds. I’ve got an email into Roku but no response yet. It does appear there is an audio issue with the new Roku Ultra. Hopefully, a firmware update can fix it.

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Roku Employee
Roku Employee

Re: New 2020 Roku Ultra has sound issues?

@SamNewYork @SD493488 

Thanks for the post.

Can you please clarify the issue you are experiencing? Is this issue happening on a specific channel or does it happen on all channels?

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)
-what content are you playing? can you please provide specific titles?
-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)
-would be able to provide us with a video of the issue you are experiencing?

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: New 2020 Roku Ultra has sound issues?

I had it cutting in and out - try turning off the auto-detect and switch it to passthrough or something similarly labeled.  Otherwise, it defaulted to Atmos for all content for me.

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Level 7

Re: New 2020 Roku Ultra has sound issues?

Did that earlier. Still have the audio issue. 

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