Solving playback issues

[AC01]

I am a customer who bought two Roku Ultra devices last November and both make random crackling sounds. I have to restart in order for it to go away. This is very annoying and disappointing. This happens at any given time (scrolling through apps or just watching something).

My guess is that it's perhaps a software or device overheating issue. The software is up to date, the tv's are both Samsung and also purchased last year and the HDMI cables used are the ones supplied by Roku.

[RokuTakashi]

Hi, @AC01 

Welcome!

Thanks for reaching out regarding the issue you've encountered with the Roku Ultra. I'd like to gather additional details.

• Share us with the details below...
• When did you first encounter the issue?
• Is this happening with a specific app that you are accessing?
• Can you send us a video referring to the issue?

Keep us posted.

Thanks,
Roku Community Team

[AC01]

This issue has been happening since purchasing the Roku devices. Typically it's after watching tv for a few hours which is why I think it's  related to overheating, etc. There are no specific apps this is connected to. I'll try to video the issue next time it happens. How do I attach a video?

[RokuTakashi]

Hi, @AC01 

Thanks for the update.

To share a video, you can upload the file to an existing platform and share it with us using the link here.

Keep us posted.

Thanks,
Roku Community Team