Roku Mobile App

Help with the Roku Mobile app on Android and iOS, adding channels, using remote control functionality, playing content from The Roku Channel, using Play on Roku, mobile private listening, and more.
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Level 8

Private Listening keeps disconnecting

I have a Roku Premiere and I am having trouble with the private listening feature through the Roku app. I am playing a video from my phone and casting it to my tv through the Roku app and I am trying to use the private listening feature by connecting my headphones through my phone. It works for a few minutes and then it disconnects and begins playing the sound through the tv. I keep trying but it does the same thing. It'll play for a few minutes and then disconnect again. I've reset my Roku by disconnecting power and reconnecting, I've tried multiple headphones, I reset the router, I even tried two different phones. It's frustrating when one of the features I bought this Roku for doesn't even work right. 

47 Replies
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Roku Employee
Roku Employee

Re: Private Listening keeps disconnecting

@Niko737 

Thanks for the inquiry.

We would recommend checking out the troubleshooting steps on our Support page here: How do I solve problems with private listening?

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 8

Re: Private Listening keeps disconnecting

I read all the troubleshooting tips and followed all the instructions I could find as I explained in my post. The problem I am having isn't addressed in that post or any other one I read. I'm still having the same issue. That is why I decided to make my own post. 

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Level 19

Re: Private Listening keeps disconnecting

@Niko737  Thanks for the note.

Is this an Android or iOS mobile device?

Does this occur on your mobile device when the screen is locked, or your phone goes into standby? If so, you'll want to look into your phone's power management or security settings to disable any feature that may be interrupting the app's ability to communicate when the screen is turned off, etc. 

Keep us posted from there. 

 

Thanks,

Tanner

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Level 7

Re: Private Listening keeps disconnecting

Hey there! I am having the same issue, i have the iPhone XS!  

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Level 8

Re: Private Listening keeps disconnecting

I am also started having the same problem a few months ago (worked fine until then).  Roku Ultra, Android Roku app installed, latest updates installed from the Play Store.  It will play the audio for less than 1 second and then returns audio to the TV. 

It works fine with the Roku remote, but I'd rather just plug into the Chromebook with Android app.  No extra device since I'm already on the Chromebook, won't wear down the remote batteries as fast, etc.

To rule out any possible weirdness, I also took the batteries out of the remote, since I read that both the remote and the app won't work simultaneously.  (Shouldn't have anything to do with it since no headphones were plugged into the remote, but weird things occasionally happen.)

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Level 8

Re: Private Listening keeps disconnecting

I’m having the same problem. The audio is out of sync then I get a message saying there is a problem with my connection. I have checked my connection and it is fine. The private listening will then turn off and wake up my girlfriend. I have followed all the troubleshooting steps. Still happening. I have used private listening in the past and it has worked just fine. Not sure what going on here. 

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Level 19

Re: Private Listening keeps disconnecting

@CompuPaul @Hankjesus Thanks for the note. Wireless interference can lead to the behavior you described. With increased wireless network usage, wireless interference can become more prevalent. There are a couple things you can try: 

- Try rebooting your wireless router and internet modem, along with your Roku device and your mobile phone. Visit Settings>System>System restart to reboot your Roku device.

- To reduce wireless interference, you'll want to try changing the wireless broadcast channel that your router is using. Your ISP or router manufacturer can help you do this. You'll want to choose a wireless broadcast channel that is not in use by other networks around you to reduce interference. 

- If your model of Roku device model supports both 2.4GHz and 5GHz wireless networks (most models other than Express and Premiere (3920/3921) models do), try ensuring that you are connecting both your Roku device and your mobile phone to a 5GHz wireless network. There are a higher number of wireless broadcast channels available on the 5GHz band, which allows your network to help avoid interference more easily. 

You can also see more tips for improving your wireless connection here: https://support.roku.com/article/213122277-tips-for-improving-the-wireless-connection-to-your-roku-s...

 

Thanks,

Tanner

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Level 8

Re: Private Listening keeps disconnecting

I’m having some of the same connection issues. I have two TCL TVs, one a 55” the other a 65”. Private listening on the 65” TV works flawlessly but the 55” continually drops connection between my IPhone and the TV. All three devices are on the same 5g WiFi connection. 

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Level 8

Re: Private Listening keeps disconnecting

Unplug the TV from power and plug it back in.  That is the only fix I have found and it did work.