Solving playback issues

[stinerman]

Model: 4660X - Roku Ultra
Serial #: YJ002S355539
Device ID: CK37A2355539
OS Version: 14.0.4 - build 12221-46
Tracker ID: 39-427-810

My day job is software QA. Let me know if I can assist further!

[RokuArjiemar]

Hello! @stinerman,

Thanks for the information,

We have forwarded your information to the designated team at Roku, which specializes in handling such issues.

They will investigate the issue thoroughly, and we will keep you updated on their progress. We appreciate your patience during this process and understand that your concerns are important to you.

If you have any additional feedback or questions, please do not hesitate to contact us. We are here to assist you.

Thank you!
Arjiemar

[Sammo77]

I posted earlier about my Roku Ultra model 4670X.  Situation still the same.  I do have an older Roku TV, Model #TLC55S517, Hardware id: 7118X, Serial Number: YS00EL385907, Software Version: 14.0.4, Build Number: 12221.  The TV is about eight years old, and it plays everything fine.  I would think the newer Ultra would play better but not the case here!

[Alliyance]

Same issue with Roku 4K stick 3820X, Software 14.0

Failed to play AC3 5.1

Channels6 ch
Bitrate448 kbps
Sample rate48000 Hz

Did run more test. I presume it depends on the tv build in speakers or soundbar. One of my newest Samsung tv will play without a soundbar. The older Samsung tv refused to play without a soundbar. With the  Preferred streaming format set to Dolby in Settings-Audio, and the digital output set to custom-Dolby,  it works.

(DTS is set to off)

[Gary52]

I just tested my 4670x Roku Ultra with headphones plugged into the remote to eliminate soundbars and speakers , same results no audio with AC3 while AAC ,PCM & mp3 play fine so it seems to be a Roku audio issue and changing the Roku audio setting had no effect.

[Alliyance]

It's definitly a Roku issue. Hope they fix it this week. 

In the mean time, If by changing the audio settings doesn't work, try other settings. 

[RokuTakashi]

Hi, Community users! 

Thanks for posting here in this thread and letting us know about your concern.

In this regard, our team is currently investigating on this matter. For us to foster the investigation, we would like to gather specific details. Can you please provide the details below:

• 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)
• Audio Formats tried

The information we gather are significant to the investigation as we do our best to address the issue at hand.

We hope for your response along with the details requested.

Best wishes,
Kash

[Sammo77]

In response to previous message:

Model: 4670X- Roku Ultra

Serial Number: YJ00EL017931 (KW99CE017931)

Software Version: 14.0.4 Build 12221-46

GC Version: 12.5.25

Timestamp: 2024-10-27T21:06:14Z

Issue ID: 31-433-266

[Gary52]

Two different videos with AC3 audio no sound.

Model: 4670RW Roku Ultra Serial #YJ00AX121068 (KX998A121068)

Software Ver. 14.0.4 Build 12221-46 GC Ver. 12.5.25

Timestamp 2024-10-28T12:41:55Z   Issue ID 68-434-201

Model: 4670RW Roku Ultra Serial #YJ00AX121068 (KX998A121068)

Software Ver. 14.0.4 Build 12221-46 GC Ver. 12.5.25

Timestamp 2024-10-28T12:38:38Z   Issue ID 68-434-198

[Gary52]

From my Family Room Roku, 2 completely different videos from my recent previous post with AC3 audio no sound.

4 different videos on 2 different Roku Ultras with AC3 audio issues

Been over a WEEK now and no UPDATES yet?

Model 4670X Roku Ultra  Ser# YJ00A8263766 (KW999A263766)

Software Ver. 14.0.4 build 12221-46 GC Ver. 12.5.25

Timestamp 20224-10-28T14:09:10Z Issue ID 66-434-289

Model 4670X Roku Ultra  Ser# YJ00A8263766 (KW999A263766)

Software Ver. 14.0.4 build 12221-46 GC Ver. 12.5.25

Timestamp 20224-10-28T14:10:18Z Issue ID 66-434-290