Solving playback issues

[JerseyGirl2]

Roku Ultra, latest (Aug '24) software version.

After some random amount of time (sometimes as low as ten minutes, sometimes a couple hours or more) the volume output by my Roku Ultra will change suddenly. It usually goes to a distortedly loud level, but will occasionally go to about a third of the previous volume. The optimum way I have discovered to recover from this is to pause whatever I'm watching or playing, cycle power on the Roku and go back to whatever I was watching or playing. The volume is now normal again.

At no point do I ever touch the volume buttons on my Roku remote or my sound system remote. This is nothing to do with my HDMI cabling or TV inputs as the same happens when using headphones to listen.

This has become markedly more frequent over the last few weeks. It used to happen maybe once or twice a month and it now happens multiple times in a single evening.

[RokuTakashi]

We appreciate you for letting us know about the issue you have encountered with your Roku device, and we'd like to gather more information about this so we can assist you further. Can you provide the details below for our team to better understand your concern?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• What specific behavior does the issue show?
• Is this happening to a specific channel, or throughout the Roku platform?
• Did you perform any troubleshooting steps in an attempt to resolve the issue?

With more details than the requested information, our team will be able to investigate and provide the best resolution to the issue.

We hope for your response in this matter.

Best wishes,
Kash

[StreamerUser]

@JerseyGirl2 

You didn't mention your firmware version or build - "latest August 24" doesn't mean much since Roku rolls out new firmware versions over several months and there can be several builds @ once as well.

Make sure the following settings are configured for your 4640:

1)  Enable passthrough:  Settings/Audio/Digital output format = Passthrough

2) **Disable sound/volume modes:  During playback (any app) press Options (*)/Sound Settings or Volume Modes/Volume Leveling & Dialog Enhancement = Off

** NOTE:  Volume Modes or Sound Settings may not be supported on the 4640