Solving playback issues

[OtakuGirl85]

I'm trying to watch on crunchyroll, I had to reset it and in support they recommend getting high quality HDMI cable, should I do that or do a different route.   

[atc98092]

You are not telling us what the actual problem is. Once we know what the issue is, then someone can make a suggestion. 

[OtakuGirl85]

well it has been audio and video issues

[RokuJanadeeK]

Thanks for specifying the concern, @OtakuGirl85.

May we know when you first observed the issue? Can you provide us with a video clip of the issue for us to better visualize this concern? Was the issue persistent on a particular show on your device? Would hooking the Roku Ultra to a different TV fix the issue?

Please keep us informed on what you find out.

Regards,
Janadee

[OtakuGirl85]

Earlier this Month. Can't provide any clip

Persistent on Crunchyroll

and My current tv maybe going to be shot.

It is 12 years old

[RokuCarly]

Thanks for the added information, @OtakuGirl85.

Since you've mentioned that the issue is persistent on that specific app, it concludes that it may not rely on your Roku Ultra. We should also consider that your 12-year-old TV may not be able to support the streaming player connected anymore thus the audio and playback issues. 

Have you tried connecting it to a different TV to see if the issue will still occur? 

Let us know what you find out and we'll continue assisting you.

Best regards,
Carly

[OtakuGirl85]

I'm using a new HDMI cable.

[RokuCarly]

Thanks for letting us know, @OtakuGirl85.

Have you tried to connect it to a different TV? Also, just to clarify, is this the only app affected by this? If so, we highly recommend contacting their Customer Support regarding this matter for additional assistance and clarification. 

Let us know if plugging it into a different TV makes any difference. We'll be anticipating your update!

Best regards,
Carly

[OtakuGirl85]

I tried contacting them and they haven't responded.

[RokuJohnB]

Hi @OtakuGirl85,

Thank you for keeping us posted here in the Roku Community!

We want to take a closer look into this issue that you're experiencing. Could you send us a photo or video of your running issue?

We look forward to hearing from you soon.

Thanks,

John