Solving playback issues

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Level 7

Roku Ultra audio dropouts/distortion/sync

This is what peeves me about you guys. Hundreds of people are having problems all of which point directly to an update. I am included in that group. worked fine, then update, then problems.

Your only answer is a homework assignment.

Obviously if it worked then didn't why would the make of the television make a difference. Also why would that be at the top of the troubleshooting list?

I find that any eaac or eac3 (which Roku is supposed to support) have to be converted to aac or ac3 (for Roku only because all other streamers I use work fine - Firestick PS3 PC Samsung TV) The worst of it is that the Premiere+ worked fine until an update.

I have 3 rokus and will never buy another one nor recommend one to anyone.

Address the question first, then backtrack. Also provide a way to roll back the upgrade.


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Level 7

Re: Roku Ultra audio dropouts/distortion/sync

I agree. Why would Roku publish a fix for all these audio problems when they can sell you a new one. Most first time buyers of Roku would fall into that trap. Having bought 3, I am a good example. I won't ever buy another Roku. They are badly supported and the upgrades often break them. Reaching customer support (there's an oxymoron) is nearly impossible and if you are lucky enough to get them they have no solution.

 So I agree with the planned obsolescence theory. Apple admits that their products are only good for about 2-4 years, then their OS upgrades out dates them so they cant use current apps. So why not Roku?

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Level 7

Re: Roku Ultra audio dropouts/distortion/sync

Right.  I bought a Roku 3 and upgraded to an Ultra.  Everything seemed A-OK.  Had to restart the Ultra a few times but didn't have any upgrade problems until something went sideways and I ended up putting the 3 back in service for a week until a promised update arrived to fix the Ultra.

Bought the second gen Ultra to get the enhancements - particularly the mute button.  We've had periodic problems but they all seem to cluster around audio problems. 

Most common problem right now is no audio.  We'll watch an episode with no issues and then start the next episode and NO sound.  Usually cleared by exiting the app and restarting the episode.  When that doesn't work I pull the power on the Roku and that seems to fix it.  Happens with Hulu, Prime, and YouTube.  Oh, and sometimes with the news channels.

Overall I like Roku and don't plan on dumping it for a Google or Amazon product - too many hooks in them and Google's Android makes me want to strangle Sergey.  If I'm going to drop Roku I'll look at Nvdia or one of the other players.  Bottom line Roku has the most channels and appears to be the least channel biased.

FINAL THOUGHT/QUESTION - How often does anyone see these problems with a smart TV with Roku builtin?

Roku Employee
Roku Employee

Re: Roku Ultra audio dropouts/distortion/sync

@PeeDee01 @crow2016

Thanks for the posts.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

With more information we will be able to look further into this issue.


Danny R.
Roku Community Moderator
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