Solving playback issues

[BillM2]

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.

1. 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
   
   
2. 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.
   
   
3. 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
   
   
4. Steps to reproduce the issue you are seeing
   - Watch your favorite show.
   
   
5. Network
   - Status: Connected
   - Type: Wireless
   - Signal: Excellent
   - DL Speed: Good, 147Mbps

[RokuMary-F]

Hi @BillM2,

Welcome to the Roku Community!

Thanks for letting us know all that you've done. We appreciate the troubleshooting steps you've done so far and your providing information about the issue with Roku Ultra. 

A few additional questions here to better understand what you're experiencing:

1. How are you powering the device? Is it plugged into the TV USB port, or is it plugged into the wall outlet with the provided cables?
2. Have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?
3. Have you already tried performing a factory reset on the device? 

For more information about how to factory reset your Roku device, visit our Support page here: How to system restart or factory reset your Roku streaming device | Official Roku Support

We look forward to hearing from you and assisting you with your needs. Thank you!


Best regards,
Mary

[RokuMary-F]

Hi @G-Man1,

Saw your post!

Thanks for following up. We apologized for the inconvenience. We would like to know what went wrong so we can assist you further and fix the audio issue but will need more details.

1. Does the issue only occur on a specific channel or all channels on your Roku device?
2. Which streaming channels are you experiencing this issue on?
3. What troubleshooting steps have you taken so far to try to resolve the issue?
4. If your Roku device is connected to a soundbar, review the suggestions for determining What to do if you do not hear sound from your Roku® streaming player | Official Roku Support

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[Dvrslave]

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

Device: KX9982054845

Serial: YJ002X054845

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.

*45-186-002

• steps to reproduce the issue you are seeing 

    *just watch TV as normal & eventually the sound will stop or get extremely loud

[RokuNimfa-C]

Hi @Dvrslave, 

Thanks for providing us with your details. 

I have passed along your concerns to the appropriate Roku team to investigate further. We will provide an update once details are available. 

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa