Solving playback issues

[CableBoy]

Here is a short video of the problem:

https://www.youtube.com/watch?v=-6tjN9dUsCs

[CableBoy]

Hi John,

I am getting conflicting information. You are telling me that the Roku 3 "will no longer get new features, or updates to existing channels."

But the Roku 3 is still listed on the

Updatable Roku models List

The following models are no longer manufactured, but can run the latest Roku OS

!!! Please see the following link. I am so confused.

https://developer.roku.com/docs/specs/hardware.md

[RokuTakashi]

Hi, @CableBoy

Thanks for the post. 

We appreciate you for sharing with us a video regarding the issue you've encountered. We'd like to gather additional information regarding the issue so we can forward it to the appropriate Roku team for investigation. Kindly provide the details below:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (This can be found by 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).

Once we have this information, our team will acknowledge this. Further investigation will be conducted into this issue.

We hope for your response.

Best wishes,
Kash

[CableBoy]

Thank you RokuTakashl. I appreciate all your help getting this information to support.

Here is all the information you requested.

• Roku device model = 4230X Roku 3
• serial number = 6325A3177248,
• device ID = (NOT SURE WHAT THIS IS),
• software OS/version = 12.5.5 BUILD 4174-04
• What channel and what version/build is the channel that is having the issue? = YOUTUBE version 2.20 build 110005159
• Tracker ID = 48-145-166
• GC version: 11.2.23
• Timestamp: 2024-04-10T19:26:25Z
• Description of problem at this time. Video OK, but NO audio
• I am using a Ethernet wired connection to the router

If you need any more information, I will be happy to provide what ever is need to get this fixed. If you want other tests run, just let me know. Thanks

[RokuTakashi]

We appreciate you for providing the requested details, @CableBoy 

We'll send this over to the appropriate Roku team for review and investigation. Once more development and progress have been acquired regarding the investigation, we'll provide an update in this thread.

Your patience and understanding are greatly appreciated.

Best wishes,
Kash