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

Some videos do not play audio unless volume mode is set to "leveling" or "night"

I have a Roku Ultra 4640 on 9.2.0 build 4750-29 and for a few weeks now some videos in both the Roku Media Player and the YouTube app will not play sound unless the volume mode is set to "leveling" or "night." Is anyone else having this experience? I have previously played these files without any issues. Here is a YouTube video that will not play audio:

https://www.youtube.com/watch?v=OPPogRGOQVU

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Level 10

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&q

Yes, I have the 4640 just like you and I also have had this problem for a while. I just updated to the newest firmware last night 9.2.0 4086-29 and I just tried the video you posted and it is still having the same issue. I have to turn on leveling or night audio to be able to hear the audio. 

 

4K HDR TV: Samsung UN60KS8000
4K HDR Receiver: Yamaha RX-V381
4K HDR blu ray: Samsung UBD-K8500
4K HDR streamer: Roku Ultra 4640 (2016 model)
4K HDR Gaming: Xbox One X
4K HDR DVR: Directv Genie HS17-500 w/ C61K mini client
Cables: Amazon Basics 18Gbps HDMI
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Level 7

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

Thanks for confirming that I'm not the only person to experience this. I also updated the firmware last night and I'm still experiencing the issue. I previously performed a factory reset so that does not appear to be a solution either.

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Level 19

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

@tealeaf @rockou Thanks for letting us know about the issue you are hearing. I'll pass these reports along to the team. 

@tealeaf You mentioned also encountering this while playing content from Roku Media Player. Could you provide details about the exact files you were trying to play, the encoding/format, whether you are playing from a DLNA server or USB thumb drive, etc.?

Do you have a sample file that you could upload into a public folder for us to test with? 

 

Thanks,

Tanner

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Level 7

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

Hi RokuTannerD. It's a file loaded on to a USB flash drive and I believe it's an .mp4. I'm happy to send the file if you can suggest a private way to send it. It's not porn or anything of that sort but it's a personal file so I don't want to post a public link. Also, for this file it's not that the audio will not play. Rather, the audio skips and stutters at a high frequency for the entirety of the running time unless the volume mode is changed. It used to play perfectly without any issues and the issue appeared at the same time as the issue with the YouTube video.

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Level 7

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

Hi. Just wondering if this is being worked on. I'm now on 9.2.0 Build 4807 and still experiencing the same thing (it never went away). Thanks either way.

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Level 19

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

@tealeaf  Thanks for following up. Yes, this issue is still being looked into. No need to worry, we will get things back on track with this. You can keep an eye on blog.roku.com for the latest news and announcements regarding updates. 

 

Thanks,

Tanner

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Level 7

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&q


@tealeaf wrote:

Is anyone else having this experience?


I experience the same problem (video, no audio) with my Roku Ultra 4660RW (latest updates installed), but when Volume Mode is set to Leveling. I haven't Night mode.

Didn't have the problem until I started using the Disney+ app. For me, only seems to happen when watching videos in Disney+.

Once it happens Roku audio output doesn't work until device is restarted or Volume Mode is set to Off:

  1. Press '*' (asterisk) key on your Roku remote to display the Options menu.
  2. Scroll down to Volume Mode. use Left / Right arrows to set Volume Mode to Off.
  3. Press '*' (asterisk) key again to hide the Options menu.
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Level 7

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

Hi again. Is this really being looked in to? I'm on the latest build and have been experiencing the same thing for months now. Thanks either way.

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Level 7

Re: Some videos do not play audio unless volume mode is set to "leveling" or "night&a

I just got this bug starting 2 weeks ago on multiple apps on my TCL Roku TV. This sucks! Have to rotate sound settings every new video. The TV is practically dead. Rethinking Roku TVs. 

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