Solving playback issues

[quadgnim]

I have 2 new roku ultra devices purchased direct from roku 12/2023.  They are connected via HDMI high quality 8k rated cables on two different TV's.  Neither TV uses a soundbar or external devices.

Until 2-4 weeks ago everything has been fine, but something seems to have changed.  I went from needing my volume at 20-25% to now needing it at 75-90% to hear it the same.  I thought at first the TV was failing but its happening on two different TV's.

Then I tried local apps on the one TV that is internet ready, and the native apps work fine with the volume back to 20-25%.  But as soon as I go to Roku I need the volume back at 80%+  The quality is fine, but I have to really crank the TV.  This was NOT the case a few weeks ago, and nothing physical has changed.

I tried rebooting both the Roku and TV as described in other posts, and even pulled the power for 30 minutes, but still hasn't resolved the issue.

If I connect the earbuds to the remote, the volume is quite comfortable back at 20-25%

This is on two different TV's, and the issue started around the same time, within the last 2-4 weeks. 

The Roku reports the last software update was in Jan, and performing a manual "update now" doesn't find any updates to apply

This is VERY frustrating

[RokuJechealR]

Hi @quadgnim,

A warm welcome to the Roku Community!

We understand that you are facing an issue with the volume in every app using your Roku Ultra, and we appreciate the troubleshooting steps you've taken to try to resolve this issue. If you are experiencing audio issues with your Roku Ultra across all channels, here are a few things you can try:

• Check Audio Settings: Check the audio settings on your Roku Ultra to make sure they are set up correctly. You can do this by going to Settings > Audio. Ensure that the audio output is set to your desired device (TV, soundbar, etc.) and that the audio mode is set to "Auto" or the recommended audio format for your setup.
• Check Device Connection: If you are using an external audio device, such as a soundbar or receiver, make sure it is properly connected to your Roku Ultra. Check all cables and ensure they are securely plugged in. Try swapping out cables or testing with another audio device to isolate the issue.
• Restart Roku Ultra: Restarting your Roku Ultra may resolve any audio issues you are experiencing. You can do this by going to Settings > System > System Restart.
• Check Channel-Specific Audio Settings: Some channels may have their own audio settings that could be affecting the audio output on your Roku Ultra. Check the audio settings within each channel to ensure they are configured correctly.
• Check for Software Updates: Ensure that your Roku Ultra is running the latest software updates. You can check for updates by going to Settings > System > System Update.

We hope it helps. We look forward to hearing from you and looking closely into this issue.

All the best,
Chel

[quadgnim]

Yes, it's all been and still at factory defaults.  There's no soundbar. it's just hdmi from roku to tv, that's it. Everything is factory default 

[gsargent51]

I am having the same problem with low audio volume, having to increase volume to almost Maximum on my TV.  And I also get audio skipping, sound drops every couple of minutes for a second or two.

[immsbhaven]

Just so you know, I’ve tried all these “fixes” and still have the same sound issues. I have to restart Roku several times a day now. There is obviously a bug of some sort and restarting the system does not fix it!! 

[gsargent51]

The last update on my Roku Utra was on 1/17/2024.  It is now May 10th.  Almost 4 months.  Apparently Roku doesn't seem to care to identify the problem and get a fix downloaded.  Also, they have a very rude person on Chat called March.  She gave me a few things to try and then just disconnected from the Chat without even giving me a chance to respond back.  Very Unprofessional!

[RokuERey]

Hi @gsargent51,

Greetings from the Roku Community!

We really do apologize for the inconvenience that you've experienced. That is not what we aim for. We understand that you're having the same issue with the Roku streaming device, and it seems like this has been affecting a couple of users. we'd like to see more on what's going on here. 

Kindly please share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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).
• Brand/model of the TV or external audio players.
• List of channels you're experiencing this behavior.

Once we have the information, we'll be able to forward this over to the appropriate Roku team for further investigation.

Regards,
Rey

[quadgnim]

Model = 4802X - Roku Ultra
SN = X01000EXDUWC
Dev ID = SODA238XDUWC
Software Version = 12.5.5 build 4174-C2
TV brand is Sony XBR-70x850B

Note: The volume is broken on all channels at all times, it doesn't come/go for me.  I'm running HBO/MAX at around 90% of my max volume.  When I first got the roku I ran it at 20%.  Also, if I don't use the roku and use the TV's build in channels, the volume can be set back to 20%, so it's a ROKU issue, not a TV issue.

This also happens on a second ROKU, both same model, purchased at same time.  Both worked fine for about a month or so before the issue with volume started:

Model = 4802X - Roku Ultra
SN = X01000V5EVNY
Dev ID = SODA2385EVNY
Software Version = 13.0.0 build 24048-C2
TV brand is Samsung LN30B530P7NXZA

[RokuERey]

@quadgnim,

Thanks for the update along with the information requested.

We'll forward this to the appropriate Roku team for further investigation. Once we have an update available we'll be sure to keep this thread posted.

Thanks,
Rey 

[gsargent51]

In my case, I discovered that this occurs when the sound is set to ATMOS.  I changed it to PASSTHROUGH and now I do not have to play quite so high, but still at around 50%.  The audio skipping I experienced also resolved.