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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Brewbud
Level 7

Picture and audio cutting in and out

My Ultra has been cutting out video and sound for almost a year now.  I keep coming back to the forum to see if there is an answer.    New cable does not help.  Removing power for a minute will help for an hour to sometimes a day or so.  I was thinking about buying a new one but it might be time for something else.  My older Roku never did this.

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3 REPLIES 3\
RokuKariza-D
Roku Employee
Roku Employee

Re: Picture cutting in and out

Hi @Brewbud

Thanks for bringing this to our attention.

Does the picture and audio issue only occur on a specific channel or across other channels installed on your Roku device? If it's just on one channel, you can try removing the app > restart your Roku device > re-install the channel. 

You can refer to this link for detailed instructions: How do I resolve channel playback issues?

Please keep us posted!

All the best,
Kariza

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StreamerUser
Community Streaming Expert

Re: Picture and audio cutting in and out


@Brewbud wrote:

My Ultra has been cutting out video and sound for almost a year now.  I keep coming back to the forum to see if there is an answer.    New cable does not help.  Removing power for a minute will help for an hour to sometimes a day or so.  I was thinking about buying a new one but it might be time for something else.  My older Roku never did this.


You didnt mention your Roku model # or firmware version:  Settings/System/About

You also havent provided details of your connection (TV brand/model, AVR or soundbar, etc).

If its a 4800:

1) If 4K HDR TV - disable "HDR Always on":  Settings/System/Advanced system settings/Advanced display settings/HDR Always on=off

2) Disable audio transcoding:  Settings/Audio/HDMI=Auto passthrough

All Ultras:

1)  Manually set resolution:  Settings/Display type (select your display type) - do not use auto

2) Enable/disable framerate matching:  Settings/System/Advanced system settings/Advanced display settings/Auto adjust display refresh rate

StreamerUser
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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Brewbud
Level 7

Re: Picture cutting in and out

It happens on all channels.  Each cutout is for 1 to 3 seconds.  Once it starts acting up they occur a few minutes apart

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