Solving playback issues

[chrisdal100]

When my 8 yr old Streaming Stick showed signs of age I replaced it with a brand new 4K version. Now the sound cuts in and out. Across all channels on a 1080p Panasonic Viera. No HDMI cable used. No soundbar. I see this is an ongoing problem that has not been addressed for years. What gives?

[RokuJharra-Q · Accepted solution]

Thanks for reaching us here in the Roku Community, @chrisdal100!

We understand that you are experiencing audio issues with your new Roku Stick. We are here to offer support and help isolate and resolve this issue.

Do you have any error codes when streaming? We recommend using a different HDMI input or a different TV to see if that makes a difference.

We recommend the troubleshooting provided by our support page here: What to do if you do not hear sound from your Roku® streaming player.

Please keep us posted!

Thanks,
Jharra

[chrisdal100]

The HDMI swap appears to be working. Keeping fingers crossed. Thank you.

[chrisdal100]

Correction. The audio dropouts persist. Will now try a Roku Express. Maybe my 12 year old plasma set prefers a 1080p signal.

[chrisdal100]

The Roku Express has not produced a solution to the audio drop out problem first noticed in the 4K Streaming Stick. But I did learn that movies rented from Amazon Prime are trouble-free. So most likely this is a software conflict probably produced by an update that doesn't like old TVs.