I have a Roku Ultra purchased in December 2022 which will freeze the video and/or audio every few minutes. This does not appear to be a buffering problem as it does not display the buffering circle, it just stops with the video image on the TV, and no audio, and then resumes after a few seconds; or the video will continue normally with no audio for a few seconds.
I verified that the software is up to date and I have power cycled the unit. To rule out a wi-fi issue have also tested the system with a wired network connection.
Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) - Model: 4802X - Roku Ultra - SN: X01000ASCNT9 - Device ID: S0DA229SCNT9 - O/S Version: 11.5.0 Build 4312-C2
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) - It has occurred on several channels.
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 and provide us with this ID) - T9-081-884
Steps to reproduce the issue you are seeing - Watch your favorite show.
Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
*model 4670 RW - Roku Ultra
OS 11.5.0 build 4312-46
• 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)
* happens on a variety of channels that I'm watching (Sling, hulu, Netflix, Pluto) and it does not go away when I change channels, the only way to fix is a Reboot or grabbing tracker ID via steps below. All channels are up to date.
• 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 and provide us with this ID)
This particular time I didn't lose sound it got EXTREMELY loud suddenly & it sounded like it blew the speakers but it didn't, that's just how it sounded.
• steps to reproduce the issue you are seeing
*just watch TV as normal & eventually the sound will stop or get extremely loud
We acknowledge the follow-up regarding the issue you've previously encountered with losing audio on your Roku device. We just want to confirm, are you still experiencing the same issue at the moment? Was there any improvement compared to the previous issue?
This information would provide further clarification for us to assist you thoroughly.
Since this issue seems to be affecting multiple channels you are accessing, this issue can be fixed by fully restarting your Roku streaming device. Have you already tried performing a factory reset on the Roku Streambar to see if the issue persists? Please be aware that factory resetting the Roku device will require you to re-activate the device and may ask for you to re-authenticate some channels. For more information about how to perform a factory reset on a Roku device, visit our Support page here: System restart or factory reset your streaming device Kindly keep us posted on what you find out, and we will be able to assist you further.