Solving playback issues

[Vivi3]

When streaming on Prime and YouTube for example - music video volume is choppy - AVL on TV is off, Volume Mode when pressing * is not set up to “leveling” or “Night” All audio setting on Roku are set to auto. Im not usually a soundbar, HDMI is connected to tv. I’ve tried rebooting both tv and roku, tried deleting and reinstalling the apps. 

Model - 4660X - Roku Ultra

Serial number YJ00A0682658

Software Version 14.0

[RokuJechealR]

Hi @Vivi3,

Welcome to the Roku Community!

We understand you are having trouble streaming on Prime and YouTube with your Roku device, in which the music video volume is choppy.

We're sorry if you are having this issue, and we'd like to know more about how we can help. After removing a channel, the best practice is to restart the Roku to clear its memory before reinstalling it. Did you do this? Without the restart, you may not get a clean reinstall.

That step is crucial when troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we recommend giving it a shot once again. We also suggest restarting from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step) > System restart.

Let us know how it goes, and we'll continue assisting you from there.

All the best,
Chel

[Vivi3]

I’ve tried the above steps for clean reinstall - didn’t help. 
tried restarting from Settings menu too - didn’t help. 

[RokuJechealR]

Thanks for the response, @Vivi3!

We need more details to learn more about the issue you are experiencing and to determine how we can help.

For us to help you better, we will ask a set of questions to isolate the issue:

• When did the issue start?
• Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
• Does the issue only occur on a specific channel or all the channels installed on your Roku account?
• Are you encountering any error codes or messages?

With more detailed information, we'll be able to assist you further.

All the best,
Chel

[Vivi3]

I thought I replied yesterday, but don’t see it in the chain, so here we go:

1. Issue started in July 2023, but I just reported it since I found my roku ultra box in storage and tried it instead on roku premier that was connected, no difference. 

2. Same internet provider, 1g plan. All Roku audio settings are set to “auto” - no changes.  The only change was that I bought and connected 4K UHD TV. 

3. Noticeable on YouTube and Prime, others seem fine to me (Peacock, Hulu, Disney)

4. No error messages currently.  There might have been one where HDMI wasn’t detected and I had to restart both TV and roku, but I don’t remember the message exactly or the code if there was one. 

[jontalk]

@Vivi3Given you've tried several trouble shooting methods that were device based, you might try installing WiFi Analyzer for Android or something similar if you have an iPhone. Once installed, you can tap it to see if there neighbors using the same channel/band as you then log into the router and switch to one with less congestion. Routers provided by the ISP by default will use 'auto select' for channels which can be a problem. As a techie, I prefer to choose channel/band/bandwidth manually and never run into problems though for my Roku, I use Ethernet which is FAR better overall. Best of success, regardless

[Vivi3]

Jon, I do use ethernet connection. 

[Vivi3]

Roku team or @RokuJechealR  did you see my response?

*Editing my response to the 3rd question - was rewatching Interstellar on Peacock today - noticed at least twice where the sound is supposed to get lauder but would go quieter instead. 

[StreamerUser]

@Vivi3 

What formats are listed if you highlight Settings/Audio/Digital output format = Auto?

You mention your 4660 is connected to a new "4K UHD TV", but you dont mention the brand/model of the TV (or firmware version), but that the "AVL is off".

If the only change is the TV, and you get the same audio behavior with either a Premiere (model/OS version unknown) or an Ultra (4660 w/OS 14), then it heavily suggests that the TV (and/or its settings) is the source of the behavior.

You need to provide the brand/model of the TV and/or check/change its relevant audio settings especially since it is providing the audio processing & output via its speakers.

[Vivi3]

@StreamerUser 

Audio Mode - Auto 

Preferred Streaming format - Auto

Digital output format - Auto

AVL is off

Are only certain brands of 4k UHD TVs compatible with Roku? Which ones? Or should I switch to other brands of streaming devices? I’m obviously not the only who has audio issues - prob lots of bad TVs out there..