Solving playback issues

[CGoldwein]

Hi there.  I have a new Roku Express 4K+.  I am able to watch streams from various providers.  However, every so often the sound cuts out.  It is happening across multiple streaming providers, so the problem is not related to a particular streaming service.

I had seen on a board that I should try changing my audio from auto to stereo, but doing so did not solve the problem.

I have seen similar posts from other people, but I couldn't find a way to add a message to an existing post - my apologies for creating a new post.

I don't know if there is a problem with my device and I need to exchange it for another one, if this is a common, unresolved problem with Roku devices, or if there is a configuration setting I need to change.

Can you please advise how I should proceed?

Thanks!

[renojim]

You might want to try a different HDMI cable or a different HDMI input on the TV.  If it's new, you might want to try a factory reset and start over just to see if it helps.  If it doesn't, factory reset it again and return/exchange it while you still can.  Some problems aren't worth mucking with when it's a new device.  It should just work when it's connected to a TV and there aren't other components involved.  Now if you're using an AVR or a soundbar or have some other exotic audio setup, then that's another matter.

How do I factory reset my Roku® streaming device? | Official Roku Support

[YouTubeSter · Accepted solution]

I found a solution to this issue that I hope works for others.

My TV set is an older Samsung 4K model.  I've had various flavors of this issue (e.g., sound cutting out, sound getting distorted, picture freezes) with an older Roka Ultra for months, and when I replaced that unit with a new Roku LT and saw the same (but fewer instances of the) problem I started digging deeper.

I found that Roku's automated setup, in both of my Ultras, identified my TV set as "Automatic (4K HDR10 at 60fps)".  (You can check what your setting is under Settings > Display Type).  I changed the setting to "4K 30fps TV" on my older Ultra, and to the generic "4K" on my newer device.

All is fine now.  I'm guessing that my older 4K TV set isn't able to consistently handle 60fps input.