Solving playback issues

[GrogeryH]

@RokuDanny-R 

My device was successfully rolled back to software version 11.0 which resolved the audio issue. Thanks again for the help!

[keltx]

Hi Danny,

On 06-24-2023, our Roku Ultra updated to OS 12.0 build 4184-46 and the audio for the same channels are glitching again! The audio pops, glitches, and small screeches have started on Hulu, Max (HBO Max) and STARZ. We have not changed anything since the last update (OS 11.5) had audio issues and you were able to downgrade our Roku Ultra to OS 11.0 until the issue was resolved. Again, nothing has changed for us other than the newly updated OS 12.0 to trigger these audio issues.  

Streaming Channels w/ Audio Issues: Max (Version 54.1 Build 1), Hulu (Version 6.71 Build 1), STARZ (Version 4.5 Build 27) - NOTE: We have many streaming channels and have not tested all of them yet to see if the audio is affected by the update.

I have sent you a private message concerning this issue as well.

[RokuTakashi]

Hi @keltx,

Thanks for keeping us updated!

We understand that the issue re-occurred by the moment you updated your Roku device to OS 12.0. We would be more than glad to continue assisting you. Could you please provide the following details for us to work on the issue?

• 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 and provide us with this ID).
• Steps to reproduce the issue you're experiencing.
• Video, when the audio is not synced.

Once the information is received, we'll be able to assist you further.

All the best,
Kash