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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Roku Ultra sound goes out for about for a second every half hour or so

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?

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2 REPLIES 2
RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra sound goes out for about for a second every half hour or so

@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

Danny R.
Roku Forum Moderator
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Re: Roku Ultra sound goes out for about for a second every half hour or so

The number is X0100056XXRF. Thank you.

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