Solving playback issues

[zandemcclu15554]

I am having an issue with my Roku Express with both Youtube and Google Play Movies/Tv. I am able to watch usual videos on youtube just fine, but when I have tried to watch a movie/show that I have purchased on both apps, the sound doesn't work at all. It produces sound when I go through the menu while the video is playing, but no sound from the show/movie I am watching is produced. The apps are both at the latest update too. Do you know what is going on? 

[RokuDanny-R]

@zandemcclu15554 

Thanks for the post.

Can you please provide more information regarding the issue you are seeing? Have you tried removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. 

If you are still unable to resolve the issue you are experiencing, can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing

Once we have this information we can investigate the issue further.

Thanks,
Danny