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stinerman's avatar
stinerman
Reel Rookie
12 months ago
Solved

Roku Media Player won't play some audio formats after OS update

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.

app playback
  • RokuMaryEF's avatar
    RokuMaryEF
    10 months ago

    Hi Roku Community users,

    Thank you to all who reported the issue regarding the Roku Media Player file format. We appreciate your feedback and want to provide some guidance moving forward.

    As a solution, we recommend encoding your files in other supported formats. For more detailed instructions on supported file types, please refer to this helpful Support article: Roku Media Player Support Article.

    We appreciate your patience as we continue to address this issue. If you have any further questions or need assistance, feel free to reach out!

    Thanks again,
    The Roku Community Team

70 Replies

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  • KNL17's avatar
    KNL17
    Newbie
    12 months ago

    I had the same problem after my Ultra updated to Version 14.0.4 Build 12221 on 10/19/24. The unit would not play the audio AC-3 format of videos it had previously successfully played.

    After much frustration I was successful this morning to get the sound back on by turning off the Roku Sound Leveling feature. Now all my files are back to playing correctly. Interestingly, there is a very slight delay between the start of the video and when the sound comes on. Related?

    I hope this helps.

     

     

     

    • Gary52's avatar
      Gary52
      Streaming Star
      12 months ago

      I tested several videos after "turning off the Roku Sound Leveling feature" as suggested and it had no effect on AC3 audio on any of my files still no sound.

      Thanks anyway for the suggestion.

      • Rick-in-LM's avatar
        Rick-in-LM
        Reel Rookie
        12 months ago

        On the device I am testing the UI click sounds work only if I am in the normal sound mode. The clicks stop working if I switch to 'Level' or 'Night' modes. 

        My source is an HDHomerun tuner. Roku is sliding backwards in support for REAL live TV, they cannot support the new ATSC 3.0 audio format of choice (AC4) and now appear to have broken the ATSC 1.0 audio as well (AC3).

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      12 months ago

      Hi, KNL17 

      Welcome to the Roku Community.

      Thanks for letting us know about the issue you've encountered with the Roku Media Player not playing specific audio formats after the update, and we appreciate you for taking the time to share with us the workaround you've discovered. It will help other users in the Roku Community who are experiencing the same situation to resolve the issue.

      In the meantime, if you encounter a re-occurrence related to the issue, or should you have other concerns, feel free to let us know, and we'll continue to assist you.

      Best wishes,
      Kash

       

  • TCIII's avatar
    TCIII
    Channel Surfer
    9 months ago

    Continued from past similar  thread with update 14.0.

    Latest update 14.1 still did not bring sound back to usb movies  on any of my units.

    Roku ultra

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      9 months ago

      Thanks for being part of the Roku Community, TCIII!

      We appreciate you flagging this issue to us. We'd like to take a closer look at this. 

      Could you tell us what specific audio format is affected by the issue? 

      We are looking forward to your prompt response. 

      Best,
      Emman

      • TCIII's avatar
        TCIII
        Channel Surfer
        9 months ago

        Audio is AC3 same problem that update 14.0 caused. Update 14.1 stated it addressed previous problems that 14.0 caused, but apparently it did not. Thanks for the reply.

  • Gary52's avatar
    Gary52
    Streaming Star
    12 months ago

    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's avatar
      RokuTakashi
      Community Moderator
      12 months ago

      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

      • Rick-in-LM's avatar
        Rick-in-LM
        Reel Rookie
        12 months ago

        How can we roll back the firmware? This is an epic failure of QA.

        3941x x01600j2ff5a s07p2162ff5a 14.0.4 5a-424-788