Solving playback issues

[SFV1]

I have a model 3810X that has just developed audio dropouts while watching any of our streaming channels. This just started around two weeks ago. I have tried all of the audio settings by switching to Stereo, thus reducing the dropouts but not eliminating them.

I have changed cables and moved it from the Onkyo HDMI to the HDMI on the TV. No change, Checked the wireless connection and speed (400Mbps down/12Mbs up) on a dedicated 5G channel. I have also rebooted the incoming Cable modem and the router to clear all cache etc.

Model 3810X

Software 12.0.0 Build 4184-50

The system has been flawless up to about two weeks ago as I stated earlier. 

Any suggestions would be greatly appreciated.

Thanks, Rick

[RokuMary-F]

Hi @SFV1,

Thanks for your first post in the Roku Community!

We understand that you are facing a sound issue with the Roku device and we appreciate the troubleshooting steps you've done so far. We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

• When did this issue first start occurring?
• What specific channels are you seeing this issue occur with?
• Are you using an A/V receiver or soundbar with your TV/Roku player setup?
• Have you tried taking a look here in our Support resources and following the steps to resolve the sound issue? What to do if you do not hear sound from your Roku® streaming player | Official Roku Support

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary