Solving playback issues

[arachelle]

I am having a high pitched audio noise, like a record being scratched. It has been happening more often lately. I have unplugged, plugged into different outlet, reset, checked HDMI cable, and changed the audio settings. This happens with my television in the living room, with a Roku player attached by HDMI cable, and with my TCL Roku Television in my bedroom. If it was just one device I would think the player was bad, but it happens on two different devices. 

[RokuDanny-R]

@arachelle

Thanks for the post.

Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? Does this issue occur on a specific channel? 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

[arachelle]

I can be watching any channel and a noise, like a record being scratched, comes like every few seconds. It’s a high pitch screeching sound. I’ve unplugged the HDMI, unplugged the Roku, changed audio settings, troubleshooting. It comes across on my Roku hooked up to my Vizio television and also on my TCL Roku Television. With the TCL Roku Television I tried troubleshooting, unplugging the television and plugging it into a different plug, changed audio settings, and reset it. It has been doing it on and off since I started using Roku, but now it happens more frequently. 

[RokuDanny-R]

@arachelle

Thanks for the post.

We would be more than happy to investigate this issue, but will need more details. Can you please provide us 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 be 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 and provide us with this ID)
• steps to reproduce the issue you are seeing 
• video of the issue occurring so we can understand what you are experiencing

Once we have this information, we will be able to assist you further.

Thanks,
Danny