Solving playback issues

[Phorrest]

Roku Media Player audio is broken on my Roku 3 as well.

Device Model: 4230X - Roku 3

S/N: 4E756C013239

Device ID: (none)

OS Version: 14.0.4 (build 12221-04)

GC Version: 12.5.25

Audio Format: A52 (aka AC3) stereo (2 channels)

Tracker ID: 39-451-904

[RokuArjiemar]

Hello! @Phorrest,

Thanks for the information,

We have shared your information with Roku, who will look into the matter further. Thank you for your patience and understanding as we work together to resolve this issue.

Regards,
Arjiemar

[Phorrest]

Device Model: 4230X - Roku 3

S/N: 4E756C013239

Device ID: (none)

OS Version: 14.0.4 (build 12221-04)

GC Version: 12.5.25

Tracker ID: 39-451-904

Audio Format: A52 (aka AC3) stereo (2 channels)

More information:

exFAT thumb drives are no longer detected by Roku Media Player (RMP), even though Roku lists exFAT as being a compatible file system (https://support.roku.com/article/230160368).  NTFS is recognized by RMP (but without playing audio).

Clicking on the Closed Caption/Audio Configuration menu (i.e., the " * " menu) during playback of a video using RMP brings up a window that states "No captions or audio selection available."

[Phorrest]

@RokuArjiemar:

Thanks for responding, and for any help your involvement may bring.

That said, it amazes me that a media company with a customer base of over 120 million users would roll out an OS update without fully testing it first.  I realize that even larger companies are guilty of this practice (*cough*Microsoft*cough*), but it seems to me that a feature as basic as the USB port would at least get tested at the factory before pushing out a new version of the firmware.  It should be an easy thing to do.  In addition, since there is by now no doubt that the problem lies with the OS, it's egregious to me that Roku refuses to roll back the OS to its last-stable version, at least until this bug gets worked out.

[RustyHusky]

After updating to the most recent firmware (V5.5, Build 13) I no longer have sound when streaming with the Roku Media Player.  All Sound settings are set to Auto.....nothing has changed.  I've tried all of the other sound settings with no luck in getting sound back

Since the vast majority of my Roku use is with the media player, my Roku has been rendered useless with this most recent update.

I either need a fix or instructions on how to revert to the previous firmware version.

In its current state, my Roku is good for nothing except a doorstop.

Help please!

[RokuEmmanuel-D]

Hi, @RustyHusky.

Thanks for informing us about this here in the Roku Community!

We understand your concern about the Media Player not playing any audio after an update, and we would like to help you resolve this issue.

Could you please provide the following valuable information below?

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

We are looking forward to your response.

All the best,
Emman

[Sammo77]

It has been quite a while since this problem has been reported.  Not only does the sound not work the captions do not work, and on some platforms the video is jerky.  I have given up believing that Roku will solve the problem.  If I buy a new device will that fix the problem?  Or should I just ditch Roku and find another platform to use?

[atc98092]

---

@Sammo77 wrote:

Not only does the sound not work the captions do not work, and on some platforms the video is jerky. 

---

What sort of media are you playing with captions? If your media comes from DVD or Blu Ray rips, you will never get captions. The captions used on almost all DVDs and Blu Ray discs are what is referred to as Image based caption. They are not an embedded text string like TV broadcasting uses. Roku devices have never supported image based captions. If you want captions for media like that, you either need to use a different player or download a captions file from a site such as opensubtitles.org. They provide a text based file in the SRT format, which all Roku devices support. 

[Sammo77]

Thanks, that answers that question!

[Gmanp4734]

This has been going on since 10-19-24 and still you haven't corrected the issue with media player not playing sound.  I chatted twice with customer service and after going through all the resetting and powering down and unhooking it still didn't work.  They finally acknowledged that they were aware of the problem and were working on it.  That was 4 weeks ago, and still no update to fix.

i don't know what the update fixed, and i don't care.  Why haven't they fixed the issue or rolled back the firmware to before the erroneous update?

Worst customer service ever......