Solving playback issues

[11drawbridge]

Anything? I'm still having issues and can't figure out what's wrong.

[RokuEmmanuel-D]

Welcome to the Roku Community, @11drawbridge!

We understand that you're still having issues with the MLB app's audio, which is still choppy when trying to stream the app. 

Could you please provide the latest software version of your Roku? It can be found in Settings > System > About. Also, you might need to check if your Roku Ultra is in the latest version. Just navigate to Settings > System > Software Update > Check Now. 

We are eagerly awaiting your response. 

All the best,
Emman

[11drawbridge]

The software version is 14.0. It's the video that's choppy, not the audio.

[11drawbridge]

I guess y'all weren't really eager. 🤷🏻‍♂️

[RokuEmmanuel-D]

Hi, @11drawbridge!

Thanks for flagging this to us, and we apologize for not getting back to you sooner. We have noticed that you're still experiencing this issue. We would like to continue assisting you and forward this over to the relevant team for further review and investigation. 

Could you please provide the latest details on your device here so we can delve deeper into this matter?

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)
• Also, a photo of the incident.

In addition, we would also like to know what troubleshooting steps you have taken in an attempt to resolve the issue. 

We are looking forward to hearing from you. 

Regards,
Emman

[11drawbridge]

Device Model: 4800X - Roku Ultra

Serial Number- X010001YL8M4

Device ID- S02A21AYL8M4

Software Version- 14.0

Tracker ID- M4-445-615

Channel- Version 8.9; Build 4

[RokuEmmanuel-D]

Thanks for keeping us posted, @11drawbridge!

We truly appreciate your effort to supply all of the information we need to proceed with the investigation. Rest assured that we'll let you know once there is a development or update on this matter. 

We value your time and patience as we work to resolve this issue; we'll cascade it to the relevant team so we can get it sorted out quickly. 

Let us know if you need further help with anything else. We'd be more than happy to continue assisting you. 

Many thanks,
Emman

[RokuEmmanuel-D]

Hi, @11drawbridge!

We would like to provide you with an update regarding the ongoing investigation into this matter. To assist us in understanding the issue more clearly, we kindly ask that you share a short video clip demonstrating the specific behavior of the problem you are encountering. Your input will be invaluable in helping us resolve this issue effectively. Thank you!

We are anticipating your prompt response. 

All the best,
Emman

[11drawbridge]

https://youtu.be/_Tyz9EGRzZg?si=ZnczcwSUDn6lR_hy

[RokuEmmanuel-D]

@11drawbridge, Thank you for the video!

Thank you for providing the video for this investigation. We will forward it to the appropriate Roku team and update this thread once a resolution is reached. 

Many thanks,
Emman