Playback Issues - Audio/Video & Power

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Level 7

Roku Ultra - Headset lag audio when connected to remote

I have 3 Roku Ultras and in all, I have audio lag/Grable when I connect the headset to the remote (any channels), I get no sound at all from the headset with Disney +.

I am not sure if this is related to the last update but ever since I did the upgrade about 3-4 weeks ago i encounter this audio issue. This issue is only when I use the headset connected to the remote control.

i have re-paired the remotes and have the same issue.

Any suggestion on how to fix this?

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2 Replies
Roku Employee
Roku Employee

Re: Roku Ultra - Headset lag audio when connected to remote

@ddamian67 

Thanks for the post.

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)

With more information we will be able to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Roku Ultra - Headset lag audio when connected to remote

Here is the information you requested...
-Roku device model: 4660X - Rocku Ultra
-serial number: YJ0055720029
-device ID: CK4875720029
-software OS/version: 9.4.0 BUILD 4190-46
-does this issue occur on a specific channel? Yes

Disney+, Version 1.10 build 2020110200
-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): Done.

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