Solving playback issues

[Intrepidnewby]

Brand new device. Audio drops out every 10 - 20 minutes on all channels for a few seconds - extremely annoying and completely ruins the streaming experience.

Roku next to router, signal strength excellent, no issues with internet as was recently fixed.

Don’t get audio drop out on my smart Blu-ray player, it’s definitely the Roku.

Tried all the usual “fixes” i.e factory reset, swapping HDMI cable and ports. It’s connected to an old Panasonic LCD TV - read another post which suggested that Roku wasn’t compatible with older TVs but I thought the whole point of a Roku device was that it was designed for older TVs with HDMI connections.

Here is the issue report tracker info:

Model: 3930EU - Roku Express

Serial number: X004005S90L5 (S01V314S90L5)

Software version: 12.5.5 build 4174-AE

GC version: 11.3.24

Timestamp: 2024-04-17T21:44:32Z

Issue ID L5-155-384

It’s still under warranty, so if I don’t get a satisfactory response or fix I’ll return it to the retailer and switch to a Firestick or Apple TV instead.

[RokuCarly]

Warm greetings from the Roku Community, @Intrepidnewby!

Our sincerest apologies for any inconvenience this may have caused your streaming. We appreciate you providing precise information regarding the audio issues you are currently experiencing with your Roku Express.

In this case, we will coordinate with the appropriate Roku team to determine the cause and investigate your device further. Once we receive any updates, we will inform you promptly. 

In the meantime, we appreciate the steps you've taken to troubleshoot your device and your patience and understanding.

Best regards,
Carly

[Intrepidnewby]

Thank you for your reply.

Here are three issue id codes that my unit has reported today.

ID LD-156-410 

ID LD-156-539 

ID LD-156-833

Thank you.

[RokuCarly]

Thanks for keeping us updated, @Intrepidnewby.

Rest assured that we have already forwarded the information you have provided above and please be informed that you don't need to provide us with Issue IDs anymore as we only need and have collected one. 

We're grateful for your patience and understanding. 

Best regards,
Carly

[Intrepidnewby]

Any news on this issue?

Should I be returning my unit because it’s faulty?

[RokuJohnB]

Hi @Intrepidnewby,

Thank you for keeping us posted!

Currently, our appropriate Roku team is still investigating this issue that you're having with the Roku Express.

We really appreciate your extended understanding and patience.

Kind regards,
John

[Intrepidnewby]

Hello again,

It’s been over a month, surely the Roku team aren’t still investigating?

Have you got a solution or am I am being fobbed off?

Not very impressed with the customer service, beginning to wonder if I should have bought an Apple TV instead…..

[Intrepidnewby]

Right that’s it, decision made.

I’m sick and tired of waiting for a response on the Audio drop-out problem I reported in April.

I’m returning the unit under the UK Sale of Goods Act for a refund, the device is clearly faulty and it doesn’t work as advertised, it’s clear that Roku haven’t got a clue how to fix the issue and clearly don’t care about customers outside the US.

I’ll be telling all my family and friends not to buy a Roku device and to stick to Apple TV or an Amazon Fire-stick instead.