Solving playback issues

[ukcats]

-Roku device model 4800x - Roku ultra
-serial number X01000MHTPJR (502A221HTPJR)
-device ID
-software OS/version (these can all be found in Settings > System > About) 11.0.0 BUILD 4193-C2
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button) YouTube TC
-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) JR-285-213
-what are you seeing on screen? Can you provide a screenshot of the issue or error message
-steps to reproduce the issue you are seeing - Pausing the channel then the screen saver kicking in

[JohnCap523]

@SaraAD   It's VERY obvious this is an Ultra-specific issue caused by 11.0 firmware. No one has reported it on anything but an Ultra.

[RokuMary-F]

Hi @ukcats,

Thanks for keeping in touch and providing the additional information.

We'll share these details with the appropriate Support team for further review. We're hoping to get everything sorted out soon and we appreciate you bearing with us in the meantime.


Best regards,
Mary

[Michelle3]

The Roku models released after the fall of 2020 have bizarre features.  One of them is the Power Saving feature on the Power sub-setting — that one is strangely enabled by the manufacturer defaults. 
~ Jordan

[JohnCap523]

Doesn’t matter.

[Rexx]

I read every post (8 pages). My problem is identical. My remotes are 4802X. One month old. 

[JohnCap523]

Have no news for you. Last I heard this was still being looked at for a root cause.

[Anonymous]

I have a Roku Ultra on one Tv and a Roku stick on the bedroom tv. Been having the audio mute problem on the ultra tv for weeks.
Here is another confusing audio problem. I set my YouTube app to record a movie the other evening. Next day, while the Ultra TV audio was working, I tried to watch the movie. There was no audio on that movie. All other programs and movies had audio but I could never get audio for that movie on the Ultra TV. I went to the Roku stick TV in the bedroom and the audio was good on that same movie. Tried to watch that movie on the Ultra tv again and still no audio on that movie only. 
Maybe this will help isolate the Roku Ultra/YouTube audio mute problem. 

[JohnCap523]

That’s certainly interesting. By “YouTube” I’m assuming you’re referring to YouTube TV?

[broncobob]

Yes. YouTube TV