Solving playback issues

[ttalavera2288]

Have a Roku Ultra I purchased for my father on the previous Roku Black Friday sale that, no matter what television it is hooked up to, what cord is attached, or what app is playing - the sound will just cut for a second or so about once per half hour. I even tried resetting the thing to see if it would get rid of the issue - didn't work. None of the Roku devices under either my or my father's account have this issue. It's just this one Roku Ultra. 

Any recommendations on fixing it, or is there no way to fix this? Can I ask Roku to replace the device or is that not an option?

[RokuDanny-R]

@ttalavera2288

Thanks for the post.

Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[ttalavera2288]

The number is X0100056XXRF. Thank you.

[RokuNimfa-C]

@ttalavera2288

Thank you for the information. 

I have passed along your information and concern to our dedicated Support team. We are committed to providing the best possible assistance and resolution to your issue. I would like to kindly advise you to keep an eye on your email, as the Support team will be reaching out to you directly from there. They will provide you with any necessary updates and information regarding the resolution of your concern.

Your patience and understanding during this process are greatly appreciated. 


Regards,
Nimfa

[ttalavera2288]

Thank you again for your help.

[RokuNimfa-C]

@ttalavera2288,

Thank you for your kind words. It was our pleasure to assist you. If there is anything else we can do for you, please do not hesitate to contact us. 

Have a great day ahead. 


Regards,
Nimfa