Solving playback issues

[JellyBelly64]

I replaced my old Roku with a Roku Express 3960X and there's no audio when using Apple Airplay when mirroring either my macbook or iphone. I already tried restarting all the devices and playing with the audio settings on the roku but nothing is worked. I did not have this problem with the old device or with other rokus. How do I fix this? 

[RokuERey]

Hi @JellyBelly64,

Welcome to the Roku community!

We appreciate you letting us know about this Airplay issue you're experiencing, and we'd like to learn more about it.

It seems like you've exhausted everything here and want to better understand. Could you share with us the details below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (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).
• Steps to reproduce the issue you are seeing
• Errors that you are experiencing on screen.
• Can you provide a video or screenshot of the issue you're experiencing?

Please keep us posted!

Thanks,
Rey

[SkipW]

I am experiencing the same issue with my 3960x. I did the Home/Back button sequence and the issue ID is 5J-036-003.

[RokuJechealR]

Hi @SkipW,

Thanks for posting in the Roku Community!

We are currently aware, and our engineering team has been investigating this issue closely. In the meantime, please help us with the required details above posted by @RokuERey so we can send additional information for the investigation to our engineering team.

Please keep us posted with the details.

All the best,

Chel