Solving playback issues

[RokuTakashi]

Hi, Community users.

We understand your statements regarding this issue. For us to attend to this matter, we'd like to gather specific information. The requested details above this thread will help us investigate the issue further, whether it may be a hardware or a software issue.

We hope for your cooperation and understanding.

Best wishes,
Kash

[aalpar]

I am having the same problem on 2 Roku Ultras.  I suspect the problem is a Roku Ultra problem as it sometimes goes away when switching apps (Netflix to HBO for example).

Posting to track.

[BeaV1]

Hello, yes I'm having the exact same issues. And I'm so glad I found this chat group because all this time I've been thinking it's my TV. The volume has gotten so low, but when I switch to my regular antenna on the TV it works fine. So I start realizing it's the Roku because now not only it's slow there's no volume at all. If I plug in a headset to the remote it works but that's the only way I can hear the TV  

This has been going on for several months and it's just progressed to worst tour now I can't hear anything at all but I can see the picture clear and fine. The information on my Roku device is screenshot here. 

I hope the screenshot goes through. I hope to get this resolved as I have two other Roku devices and so far this is the only one that's gone out but this is the main one I use.

[BeaV1]

I don't know if the screenshot that my device went through so here's the information off of it.

Model - 4670X

FCC I D - TC2-R1016

SN - KW99C1655250

[jfutyb]

Same issue with my Roku Ultra Purchased this year in April direct from Roku, the troubles shooting steps here do not work.

Model 4802x
SN# X01000KWA4FS
software 14.0
Device SODA23DWA4FS

TV LG

[RokuTakashi]

Hi, @BeaV1 @jfutyb 

We appreciate you for providing the requested information.

Kindly be advised that the information has been forwarded to the appropriate Roku team who'll further investigate on the issue. We'll post an update in this thread on the progress of the investigation.

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

[VicIac]

I have the same problem since I got the Ultra, no problem with the 4K stick that I had before. Got a second Ultra and it is the same on my Sony TV but not on my Vizio in the office.

[sfagerbakke]

I use to be able to turn volume to 17 just have Tv speakers. The past couple months just when streaming any app ie: Prime, Disney etc I have to turn up to 32 to hear ?

My cable channel is loud at 15........ what happened to my sound for apps only 🙏

[RokuTakashi]

Hi, @VicIac @sfagerbakke 

We appreciate your post here in the Roku Community.

Kindly be advised that our team is aware of the issue, and is currently investigating this matter. We'd like to collect further details to foster the investigation.

To assist us, kindly provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

We hope for your response in this matter along with the requested details.

Best wishes,
Kash