Solving playback issues

[Am2195]

In mid show the volume randomly go high or low.  When it goes high the audio output gets very distorted at all volume levels.  The only way to fix this is to exit the app and go back in.  I've seen several posts on this exact issue but none of them address an actual fix.  What is the fix for this issue besides exiting an app and restart?

[RokuTakashi]

Hi, @Am2195

A warm welcome here in the Roku Community.

We appreciate you for sharing this information with us, and we'd be more than glad to assist, but we'll need to collect further information. What specific channel does this issue occur? Also, what steps have you taken in an attempt to resolve the issue? Further, what Roku device are you having issues with including the Roku device model, serial number, device ID, and software OS/version? (These can all be found in Settings > System > About).

We look forward to hearing back from you.

All the best,
Kash

[Am2195]

We only use four apps. Hulu, Netflix, ESPN and sling.  This problem happens on all of the above apps.  The Roku info you requested is as follows:

4660x - Roku ultra

YJ007K078436

12.5.0 build 4178-46

CK37D7078436

[RokuTakashi]

Hi, @Am2195

Thanks for keeping us posted.

We appreciate you for providing the requested information, and assuredly we acknowledge the concern you've encountered. One more detail we'd like to collect is 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).

We hope to hear your response.

All the best,
Kash

[Am2195]

36-523-939

[Am2195]

Here is another

36-523-952

[Am2195]

• Here is another
• 36-524-014
• While watching sling
• Volume went quiet

[RokuTakashi]

Hi, @Am2195

Thanks for keeping us posted with the information that we've requested.

We'll pass this information and your concern to the appropriate Roku team for further investigation. 

In addition, we'd like you to perform a system restart to see if any improvements occur after this. To perform this, navigate to Settings > System > Power (skip if no sub-menu) > System Restart.

Please keep us posted on how this works.

All the best,
Kash

[Am2195]

We have rebooted our unit many times over the past 6 months with no effect.  Yesterday's error codes all happened while using Sling.  However it does happen on the for mentioned apps as well 

[RokuTakashi]

Thanks for the response, @Am2195

We'll make sure to add the information that you've just provided us regarding the issue you've encountered. Rest assured that this information will be looked at for investigation.

All the best,
Kash