Solving playback issues

[pinaz]

I have video files (MPEG-2 video and AC-3 audio) on a Synology DLNA server that *USED* to play without issue on a Roku Premiere 3920X Media Player.

Now, with the latest Roku Software Version 10.0.0 build 4177-91, the same files output nothing but speaker-damaging corrupt noise at max levels.

Video files with MPEG-2 video and 13818-3 MPEG audio continue to play on the 3920X without issue.

The exact same video files (both MPEG-2 video + AC-3 audio as well as MPEG-2 video + 13818-3 MPEG audio) video files from the exact same server continue to play without issue on a Roku 7104X Software Version 9.4.0 - build 4210-30.

Roku ought to do regression testing before deploying code to customers.

[Rampart]

I've been using a Roku Ultra 4670X for over a year now. I have had no issues with AC3 audio using the Roku Media Player until about 3 weeks ago. Now I only get loud distorted pulsing electrical sounds with parts of the audio barely audible. This happens over WMP or Plex DNLA and an external USB drive. These videos worked perfectly fine up until the last 3 weeks. Sound from menu, other apps, and AAC are fine. Makes no sense.

I've tried everything from changing all the audio settings to factory resetting the box with no avail. I've also deleted and re-installed the RMP app several times as well. I don't keep track of updates or how often they occur but it sure seems like it's an update to the RMP app or the Ultra box itself that is causing the issue. Again, this worked fine before with hundreds of files. So this is not just a couple of bad videos.

[atc98092]

Are you playing the sound with the TV speakers, or are you using a soundbar or AVR? Just want to confirm your setup before I test my 4670. But I know I have no issues with my 4800. 

Also, what is feeding your media to RMP? Are you using a DLNA server, or do you have a drive connected to the USB port? If it's a DLNA server, which one?

[atc98092]

I've tested my 4670, and don't have any audio issues. The player is connected directly to the TV via HDMI, and the media is streamed from my Serviio DLNA server. The files I tested were either MKV or TS containers, with MPEG2 video and AC3 audio. There was no audio anomalies. 

The 4670 is on OS 9.4.0 build 4210 and RMP version 5.5 build 9. 

[Rampart]

Thank you for checking to see if it works on your unit. I'm running directly to the TV though HDMI. I'm running OS 10.0.0 build 4177-46 RMP vers 5.5 build 9. Looks like it just updated. Unfortunately it did not help anything. Tonight I tried different HDMI cables and that did not help either. I'm stumped and frustrated with it. It's just odd that it suddenly quit working.

[makaiguy]

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@Rampart wrote:

Thank you for checking to see if it works on your unit. I'm running directly to the TV though HDMI. I'm running OS 10.0.0 build 4177-46 RMP vers 5.5 build 9. Looks like it just updated. Unfortunately it did not help anything. Tonight I tried different HDMI cables and that did not help either. I'm stumped and frustrated with it. It's just odd that it suddenly quit working.

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Sorry, I have no videos to stream and test, with or without AC3 audio, as I just use Roku Media Player to stream photos and music, nor do I have an Ultra installed, but ...

FWIW, Roku 10 is just rolling out.  Settings > System > System update will show you when the operating software was last updated.  Does this date coincide with the start of your problem?  

None of my installed Rokus have received Roku 10 yet and are all on Roku 9.4.0 build 4210.  Their RMPs are all version 5.5 build 9, same as yours.  Have you tried forcing a software update via Settings > System > System update > Check now to see if the RMP will update to a newer version for Roku 10?

[Rampart]

The update to 10.0.0 just occurred on 4/18 at 4:30am. The problem started about 3 weeks ago with 9.4.0. I have no idea when 9.4.0 rolled out. RMP is still on 5.5 build 9 and I have tried forcing it to update. With 10.0.0 not helping I can only hope the issue will be resolved with an update to the RMP app.

[atc98092]

Since you say this started several weeks ago, it's unlikely to be OS 10 related. That only started rolling out this past week to non-beta testers. And your RMP version is the most current.

[RokuDanny-R]

@pinaz

Thanks for the post.

I have passed along the information that you have provided to the appropriate Roku team to investigate further. Once more information becomes available, I'll be sure to update the Community.

Thanks,
Danny

[StephenAM]

I have had a new audio issue very similar to the one described in this thread, and for me the onset was precisely today, after the OS10 update. I know very specifically because one of the files affected is one I play almost every night at bedtime, and it played fine a day or two ago. I have the same file on multiple external drives, and the same phenomenon now occurs on all. A quick inventory of other video files shows that the same issue now affects a few other files. Almost all my Mp4 files still play, but a few are now unwatchable because of the machine gun speed rat-tat-tat-tat sound that supplants the original audio,

My device is a Roku 4, BTW.

Since it appears to me that this is 100% related to the update, how can I assist Roku in troubleshooting; i.e., provide a copy of the file, etc?