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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atc98092
Level 17

Re: Roku Premiere+ - No Sound until restart

I'm not saying that. This is a customer forum, not designed for direct product support. The developers themselves do not come on this forum, and the Roku employees that do come on are here to be moderators. And they also try to assist customers as they can, but often they can't even find out what is happening in the developmental side. Roku does have support available via their web site, and I've heard they respond quickly on their Facebook and perhaps Twitter accounts. But they won't say what is being worked on, and any users that are testing fixes aren't allowed to talk about it. Yes, I agree it would be nice if Roku was a little more forthcoming with issues that are being worked. But I don't work for them, so can't make any sort of changes within. 
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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RokuShawnS
Level 10

Re: Roku Premiere+ - No Sound until restart

We're looking into the issue and will post an update once we have more information.
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
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tuna33
Level 8

Re: Roku Premiere+ - No Sound until restart

OK - found this specific topic discussion; posting a second time here, specifically, to add to and hopefully aid in the remedy of the problem....
 
Of my  three most often used Roku units, my 4620X and 4630X older units "coincidentally" have this problem, and not my 3800RW Streaming Stick.  And the problem is this:  The sound cuts out during use.  The only way to get it back is to " System Restart" them.  The sound cuts out independent of each other; there is not a coordinated, simultaneous error.
 
I suspected a firmware (software) bug incorporated within the last update.  Having read about these new, reintroduced Premiere models, I suspect that whatever changes made to the software in order to optimize performance of the new models, somehow created an audio deficiency for the old models.  My two units both have the same system version:  8.1.0 - build 4159-29   (My stick:  v. 8.1.0 - build 4145-55; no problem here.)
 
fixes the sound cut-out problem) that the source of the problem lies with the Roku units (both Premiere and Premiere+).
 
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Dvrslave
Level 7

Re: Roku Premiere+ - No Sound until restart

I reached out for support via Twitter & they asked for the serial numbers for the units I'm having issues with. I've not heard back since I sent the info last week but if more people report the issue via Twitter @rokusupport maybe we'll have some luck.
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farmchild
Level 8

Re: Roku Premiere+ - No Sound until restart

"RokuShawnS" wrote:
We're looking into the issue and will post an update once we have more information.

Thanks for this!  At least we know you're looking into it now.
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bahop
Level 7

Re: Roku Premiere+ - No Sound until restart

it's the friggin update for chrissakes!!!

I have player 4620x w/ NOOOOO audio issues for the years since I purchased UNTIL...
sept 29/2018 when roku system updated

software version 8.1.0
build 4159

now the audio goes out -- usually after a commercial set several times a night...
fix the friggin thing w/ a new update ROKU-- it's driving me nuts to have to reset during my fav shows several tines a night!!!
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Jmr2762
Level 7

Re: Roku Premiere+ - No Sound until restart

I have exactly the same issue. So, I'm following this thread for a solution. It's been happening off/on for the last month (same time as the last update 30SEP) and is becoming more frequent. I've had the 4630X Premiere+ for over a year and had no issues until recently.
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rittwage
Level 7

Re: Roku Premiere+ - No Sound until restart

I have this exact problem with both of my Premiere+ units.  It's very aggravating... It happened once in a while over the last month, but now it's getting worse and more frequent. It happens every time we sit down and watch anything on Sling.

I've set the audio to "stereo" instead of "auto" as mentioned in another forum and that doesn't help.
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galaxyrise
Level 7

Re: Roku Premiere+ - No Sound until restart

This problem is not limited to the Premiere+.  I have a Roku Stick 3600X and it has been doing the exact same thing for a month.  Really frustrating.
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Sunpippin
Level 7

Re: Roku Premiere+ - No Sound until restart

I also am having this issue on my Roku Premiere+ where the audio drops out during a commercial break while watching Sling. Haven't noticed it yet on other channels/apps, but it does mute everything else once it happens.  It's only fixed once I restart the Roku. Very frustrating!
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