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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Mr_Boom
Level 7

audio issues playing files from usb Drive

We use the USB port to watch movies off a Hard drive. After a Roku OS update when playing files from the drive a loud intermittent white noise is heard over the audio. Makes watching anything unwatchable due to the sound. 

This never happened till the recent roku OS update. 

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RokuMary-F
Roku Employee
Roku Employee

Re: audio issues playing files from usb Drive

Hi @Mr_Boom,

Thanks for letting us know about the issue that you are experiencing.

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

Thanks,

Mary
 

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