Solving playback issues

[Pos001]

Sound goings in and out while using Roku and the prime video app. it does not happen when using it on the phone and the laptop. I spoke with Amazon prime support, and we could not fix it. If I watch Amazon prime on my TV using the app everything is fine my TV software is up-to-date, the Roku software is up-to-date. 
this has been happening for over a month now today’s date is February 21, 2024.

[RokuJanadeeK]

Hi @Pos001,

Thanks for letting us know. We understand that you're having issues with the Paramount Plus. We are glad to assist.

Could you try the following steps to resolve the issue?

• Remove the channel >> Restart the device >> Add channel.
• Restart router
• Connect your device to a mobile hotspot just to check for differences in the streaming experience.

If the issue persists, please provide the details requested by the appropriate team for further investigation:

• Roku device or TV 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).
• Paramount Plus app version
• Troubleshooting steps you have taken in an attempt to fix the issue

Ensure all details are provided; this will help the team fully review and look into your concern. We're hoping for your response.

Sincerely,
Janadee