Roku mobile app

[pinetiger]

When i turn on private listening, it shows that it's connected but plays no audio, and then disconnects a second later. it isn't my headphones nor is it my connection, and I've tried solutions posted before but nothing works. every week there's a new problem with the app and it seems like roku isn't even trying to make the app function properly at all.

[RokuJechealR]

Hi @pinetiger,

We appreciate your first post in the Roku Community!

We're sorry for the inconvenience that it has caused you. We may know if you have private listening issues when using the Roku mobile app or the Roku remote. When did the issue occur? In addition, could you also tell us the specific troubleshooting steps you have taken so far to resolve the issue?

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

All the best,

Chel

[pinetiger]

It randomly started one day. For troubleshooting I tried just about everything I could find online, like messing with certain settings on the roku app and even factory reseting the tv. 

[RokuArjiemar]

@pinetiger,

We appreciate your response,

We'd like to know more about the issue you are seeing. 

• Did the issue happen with the remote or app (IOS/Android phone and OS version)
• Provide the brand and model of headphones or earbuds used
• Does it happen on channels?
• Did unplugging and replugging in the headphones help resolve the issue or make things better

Please keep us posted on what you find out; we will happily continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[pinetiger]

It's a problem with the app. I'm using a razer headset, which works fine. And unplugging and plugging back in the headphones did nothing.

[RokuArjiemar]

@pinetiger,

We would be more than happy to look further into this issue, but we need to check for some troubleshooting steps first.

• Does updating the app fix the issue?:
• Does updating the device OS fix the issue?
• Does signing out of the account and back in fix?:
• Does deleting/redownloading the app fix?:

Let's see how it goes.

Thanks,

Arjiemar

[pinetiger]

I've already tried all of those and no, they didn't help.

[RokuJanadeeK]

We sincerely appreciate all the troubleshooting steps you took to resolve the issue, @pinetiger.

We apologize for the consecutive questions; we'd like to investigate this issue better. Please bear with us.

To complete the set of information you have shared, may we know if this happens on a particular channel or app, perhaps the YouTube app? Also, may we know your device's current OS and your mobile phone's brand?

With a few more details, we'll be able to sort out this concern. Thank you for your cooperation.

Sincerely,
Janadee

[pinetiger]

No, it doesn't occur in a specific app. I have a Samsung Galaxy and the OS version is 13.

[RokuJanadeeK]

Thanks for keeping us in the loop, @pinetiger.

Just to clarify, is OS version 13 the software for your mobile phone? How about the Roku device affected by the issue? Would you mind providing the current OS by going to Settings > System > System Update > Check now?

Your response is highly appreciated.

All the best,
Janadee