Solving playback issues

[Mmmkay]

What in the heck!!!! 

I've followed all of the instructions. Everything is set correctly except for the Audio is set to default.

How do I change this?

It's driving me to read a book or do something productive! 

I can't be productive! I'm Lazy and depressed! 

Please help!

[kred79]

to solve this on mine I had to pause the video, there was a audio icon option which I selected and it allowed me to change from English (Description) to English (UK) and this resolved.  This was on Amazon Prime

[nhc8811]

I wish this would have worked but I still have the narrator voice

[amesgardner3]

1/19/21 - same problem but on HBO Max App for me...none of these fixes work. 

[chriscross818]

This is a HUGE problem on HBO MAX...HELP!!!

[Jac22]

All of a sudden I had this problem and after reading some of the solutions, which didn't work for me, I hit the star on the remote, went to Accessibility, then went down to SAP and turned it off. Problem solved!

[jquin4321]

I’ve tried everything you guys have suggested. None of this has worked.  Only on my Roku does this happen, with all my apps. Hulu , Paramount plus , Disney , every single one. I dont have English 2 only English. Nor do I have audio track. What gives?

[RokuDanny-R]

@jquin4321

Thanks for the post.

Can you please specify the issue you are experiencing? In addition, what troubleshooting steps have you already taken to try to resolve the issue?

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[Dave60]

Danny, read the problem we are all having with Roku devices. Smart TV do not have this problem. As stated by everyone, we are getting voice descriptions on many different apps like Amazon Video, Disney, etc. We have tried settings, captions OFF, stereo only not auto, audio English, Audi English UK, accessibility settings ON and OFF,  this is a problem in Roku and we don’t have control. Why don’t you look at an error in update coding.  Frustrating is I have rehashed 8 pages of folks with same problem

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

If you are still unable to resolve the issue you are experiencing regarding voice description during playback, can you please provide us with the following information:

-Roku device model, Serial number, Device ID and 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 by selecting the channel on the Home screen and pressing the * button)
-What specific content titles are you seeing this occur?
-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
-Please provide what your Caption Settings are being shown when you see this issue occur (this can be found by pressing the * button during playback)

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

Thanks,
Danny