Solving playback issues

[ande1416]

Hi -

I have 4 Roku devices and a number of videos stored on a NAS.  The videos play fine on all the devices except one specfic video won't play with sound on one specific Roku stick.  Any thoughts as to why?  It is the only video that does this and is only doing it on the one streaming stick. 

[renojim]

It could be the TV or the rest of the setup.  If you swap the position of the stick with a working device do you get audio?

[RokuTakashi · Accepted solution]

Hi, @ande1416 

Welcome to the Roku Community.

We appreciate you for letting us know about the issue you've encountered with a video file that won't play on your NAS (Network Attached Storage), and we're here to assist. We recommend performing a system restart to reboot your Roku device and fix the unplayable video. Kindly follow the steps below:

System restart your device

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.

Once this has been performed, your Roku device will boot. Kindly check if the video is now playable on your specific Roku Streaming Stick.

Keep us posted on what you find out, and we'll assist you further.

Best wishes,
Kash

[makaiguy]

@ande1416-

The files inside your videos are encoded with various codec standards.  

Different Roku models may not all support the same group of codecs.  The actual Roku models and model numbers of the Rokus with and without this problem may be useful to those who know about this stuff for analyzing your problem.  Any info you can supply re the codecs used in you video would help too.