Solving playback issues

[stinerman]

After an update to OS 14.0 my 4660x no longer plays any file with AC3 or DTS audio. I tried with my soundbar and the built-in speakers to the TV. No luck on either. I transcoded to Vorbis and AAC and both work fine for both 5.1 and 2.0 content on the soundbar and the speakers. All files are in MKV format and have varying video codecs.

I know it was the OS update because I could watch these files with no problem yesterday. I received the update early this morning and now I can't play AC3 or DTS audio.

Roku device: 4660X
Roku OS version: 14.0.4.12221

Any help anyone can offer is appreciated.

[Gary52]

I agree, I'm having the same issue on my 3 Roku Ultras 4670's no sound on any files with AC3 audio.

After wasting a couple of hours resetting EVERYTHING no sound.

Same software version & build.

Glad I found your post so I know it's not my issue here. Thanks for that!

[RokuTakashi]

Hi, @Gary52 @stinerman 

We've noticed your post, and we appreciate you for bringing this issue to our attention.

Our team would like to investigate further. Please provide the details below so our team can investigate.

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)

We hope for your response along with the details requested which will greatly assist us in resolving the problem in a timely manner.

Best wishes,
Kash

[Gary52]

Hello, here ya go.

Device model 4670rw Roku Ultra, Ser# YJ00AX121068,  ID.# KX998A121068, OS. 14.0 Build 4.12221-46

Current issue ID. 68-424-234

Hope this helps, this just started happening after the last update worked fine until yesterday.

[Gary52]

Here is my family room Roku info same issue there.

Model #. 4670X Roku Ultra, Ser # YJ00A8263766, Device ID.KW999A263766

OS.Version 14.0  build 4-12221-46  Current issue  ID. 66-424-259

Thanks for any help. @Gary52

[Sammo77]

Same issue

Model 4670X Roku Ultra

Serial number YJ00EL017931

Software Version 14.0.4

Build 12221

Device ID KW99CE017931

[gatooga]

Same issue:

Roku device model: 3900xRoku Express

Serial number: YGOOOP507460

Device ID: C337C0507460

OS version: 14.0

[RokuTakashi]

Hi, Community users!

Thank you for your cooperation regarding the current matter.

Please be advised that we have forwarded your concern to the appropriate Roku team for further investigation. We will ensure that this thread is updated with any significant developments in the investigation as they occur. 

We appreciate your support and understanding.

Best wishes,
Kash

[stinerman]

I was at work so I couldn't reply immediately, but if you still need my info, let me know. I don't think so due to everyone who replied, but if you need it, let me know.