Playback Issues - Audio/Video & Power

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QualityAardvark
Level 8

Some (but not all) apps suddenly quiet on Premiere+

Within the last 48 hours, Hulu and Netflix have gone quiet. I have to turn my receiver up about 20 levels to compensate. Other apps, including Disney+, Paramount+, Discovery+, Prime, Pandora, LiveXLive, and Shoutcast are all fine.

I tried toggling various listening modes on my receiver. Dolby Digital +, Dolby Surround, and Direct Passthrough all sound slightly different as expected. Regardless of the receiver settings, Hulu / Netflix remain quiet while all others remain normal.

Things I've tried so far without success:

  • Rebooted the Roku
  • Re-seated all cables at the Roku and receiver, including other sources
  • Checked cables for damage
  • Checked Roku for obvious issues like ventilation, overheating, spills, damage, etc
  • Checked Roku for updates
  • Checked all apps for updates
  • Checked receiver for updates
  • Re-watched episodes that we watched a few days ago to confirm this wasn't an issue with certain specific episodes / shows

The Roku isn't showing any other signs of trouble. Again, this only started within the last 48 hours or so. Any thoughts / suggestions?

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7 Replies
makaiguy
Level 21

Re: Some (but not all) apps suddenly quiet on Premiere+

An update from Roku operating system 9.4 to 10.0 is currently rolling out, unit by unit, via some schedule known only to Roku.  Settings/System/System update will show you your current Roku version number and when it was installed.  If you are on version 10, does its installation date coincide with the beginning of this problem?

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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QualityAardvark
Level 8

Re: Some (but not all) apps suddenly quiet on Premiere+

Yup, I'm on 10.0.0 build 4177-29. The last update was April 17 at 12:30 am. That's Saturday overnight. It's possible we didn't watch any Hulu over the weekend, so we wouldn't have noticed it until Monday.

Definitely possible that this started immediately after the update.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Some (but not all) apps suddenly quiet on Premiere+

@QualityAardvark

Thanks for the posts.

We would be more than happy to look into this issue for you. 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)
-any external devices in your setup (brand & model)
-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)
-steps to reproduce the issue you are seeing

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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QualityAardvark
Level 8

Re: Some (but not all) apps suddenly quiet on Premiere+

Thanks!

Model: 4630X

Serial: YR00G1646562

Device ID: 7KA6AG646562

OS Version: 10.0.0 build 4177-29

External devices: Onkyo TX NR595 receiver + 11-year-old Toshiba LCD TV (can't remember model #). All the HDMI, speaker, and network cables in my system, including those that don't connect to the Roku, have been removed and re-seated during troubleshooting.

Channels affected:

  • Apple TV: version 6.0 build 138
  • Hulu: version 6.40 build 4
  • Netflix: version 4.2 build 98079418

Tracker ID: 62-161-192, timestamp 2021-04-22T22:32:57Z

Additional information: All other channels / apps are at the normal volume. To ensure this isn't limited to specific episodes, I've tried rewatching old episodes that we recently watched, and they are now also at a reduced volume.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Some (but not all) apps suddenly quiet on Premiere+

@QualityAardvark

Thanks for the information.

For troubleshooting purposes, have you already tried connecting the Roku device directly to your TV to see if you are still experiencing the issue? Can you also provide us with the Audio settings that are being detected in Settings?

In the meantime, I have passed along the information that you have provided to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Keerthi
Level 7

Re: Some (but not all) apps suddenly quiet on Premiere+

What is the status of this? I have the same issue when playing anything on YouTube. This happened right around the 10.0.0 upgrade a couple of weeks back just like the original post said. Basically anything on YouTube plays a little softer. The issue was even worse...but I turned “Volume leveling” off (I think this got turned on by default in 10.0.0)...this improved the volume but it is still not back to where it was before this upgrade.

roku Uktra 4800X

10.0.0 build 4195-C2

 

HDMI output is connected to a Denon receiver.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Some (but not all) apps suddenly quiet on Premiere+

Hey @Keerthi

Thanks for the post.

This issue has been escalated and is still under investigation. Once updates is available, we'll let the Community know immediately.

Your patience and understanding are greatly appreciated.

All the best,
Kariza

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