Solving playback issues

[Jvdool]

Just bought a Roku Express yesterday and the audio is constantly cutting in and out. Have tried to restart, reset, and change the audio settings. Nothing seems to be fixing it. The problem started as soon as it was set up. 

[RokuKariza-D]

Hello @Jvdool

Thanks for bringing this to our attention.

Does the audio issue only occur on a specific channel/content or across other channels installed on your Roku device? Are you using an A/V receiver or soundbar with your Roku player setup? If so, what is the make/model of that unit?

With more information, we can assist you further.

All the best,
Kariza

[Jvdool]

The issue occurs on every channel. It’s just hooked up through the TV audio. I tried to unplug everything and plug it back in again, after that the video wasn’t working, so I did a factory reset on it and that worked for maybe 20 mins and then it started cutting out with the audio again. 

[RokuKariza-D]

@Jvdool

Thanks for the reply.

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.

All the best,
Kariza

[NYG]

We are having the same issue with the audio cutting in and out. We have a Roku Express 4K plugged into a Panasonic Hi Def Plasma TV. We get sound from the TV speakers. The sound will intermittently cut out for about 5 seconds and then comes back, insync with the video. If we want to hear what we missed, we back up the recording 15 seconds, and the replay works perfectly. This happens a couple of times an hour. How do we fix this?

[RokuMary-F]

HI @NYG,

Welcome to the Roku Community!

I'm sorry to hear about the issue you're running into! I'd be happy to help take a closer look to see how we can help get you up and running.

A few questions here to better understand what you're experiencing: Does the issue only occur on a specific channel or all channels on your Roku device? How long has the issue been occurring? 

As a first step, could you try to do a manual update on your Roku by going to Settings > System > System update > Check now. Then restart the Roku device. Try again the channel.

If you are still having any issues with your Roku Express 4K after following these steps, please provide the serial number of your Roku device as well as any additional details of the issue.

We look forward to hearing from you and assisting you with your needs. Thank you!

Regards,
Mary

[olmon]

My old ROKU unit started doing the audio cutting in & out thing when it was a couple years old.  It was a problem with the ROKU unit itself.  I plugged in a new one & the problem disappeared.

[johncoll53]

I am having the same issue on a Streaming Stick 4K that I purchased back in October. Happens every 15 minutes or so on every channel I watch.

[RokuDanny-R]

@johncoll53

Thanks for the post.

Can you please provide more information about the issue you are experiencing:
-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)
-steps to reproduce the issue you are seeing

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

Thanks,
Danny