Solving playback issues

[BobInNH]

1-yr old Ultra.  A few weeks ago I started getting absolutely no sound on any channel/app.  Nothing from YoutubeTV, Netflix, etc.   It's intermittent, sometimes I have sound, sometime not.  The only thing that gets it back is to do a system restart (which is a pain in the **bleep**).  All software is up to date.

TIA

[atc98092]

Exactly what model number Roku do you have (saying one year old isn't specific enough). You can find it in the Settings/System/About screen.

Are you connected directly to a TV with the HDMI cable, or are you connecting to an AVR or soundbar? If the latter, how is the audio getting to the AVR/soundbar: via a direct HDMI connection or via an optical cable?

[Michelle3]

You also may need to try different HDMI cables.  Plus, the Ultra LT 4801 was released September 2021 so it is only 9-10 months old, so you probably have the Ultra 4800 from October 2020 because that model is still a year old.

If your TV is an obsolete analog CRT set and you’re connecting the Roku to it through an HDMI-to-A/V converter (please remember that none of the major players today support analog ports anymore, and analog sets are simply in the minority now), then the problem may be with either the converter or the A/V cables.

~ Jordan

[BobInNH]

Getting back to this after living with it for a few months.  Ultra 4800X running 11.5 Build B4312-02

Yesterday I was watching YTTV and hit the pause for five minutes to attend to something.  I came back and there was no sound.  Sound comes directly through the TV, not a sound system.  I tried another hdmi cable and have the same behavior.

At this point, I'm assuming the Ultra is flaky.  Is there anything else I can do to troubleshoot?

Thanks,

[RokuNimfa-C]

Hi @BobInNH,

Thanks for getting in touch.

Does the issue only occur on this specific channel or all channels on your Roku device? What troubleshooting steps have you taken so far to try to resolve the issue? Have you tried to remove the channel and see if it helps? 

If you haven't tried it yet, you can remove the affected channel and re-install it. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?


Regards,
Nimfa

[BobInNH]

What do you mean by "channels"?  Are you referring to Youtube TV itself, or one of the channels within, for example, ESPN?

[renojim]

@BobInNH, what everyone else in the world would refer to as an app Roku refers to as a channel. 🙄  It gets all the more confusing when these "channels" (apps) have channels within them.

[BobInNH]

nope, deleting and reinstalling YTTV didn't help.

[RokuDanny-R]

@BobInNH

Thanks for the posts.

As @RokuNimfa-C previously inquired, are you only experiencing this issue on the Youtube TV channel or do you see this behavior occurring on other channels as well? In addition, does this issue only happen on the Youtube TV channel when you pause the streaming content for a long period?

With more detailed information we will be able to assist you further.

Thanks,
Danny

[BobInNH]

As @RokuNimfa-C previously inquired, are you only experiencing this issue on the Youtube TV channel or do you see this behavior occurring on other channels as well?

only yttv

In addition, does this issue only happen on the Youtube TV channel when you pause the streaming content for a long period?

yes. If I pause and hit the power off button on the Roku remote it loses audio