Solving playback issues

[janetJJ]

I also have the same issue with my Roku soundbar. The volume lowers on one channel and I can’t change the channel and it is normal. This is on my Xfinity app. Other apps also have audio issues as well. Sometimes the volume increases extremely loud or becomes distorted. I’ve tried different cables, restarting, etc. I purchased a new tv thinking that would resolve the issue; however it’s just as bad now or even worse. 

[RokuEmmanuel-D]

Welcome, @janetJJ.

Glad to have you here in the Roku Community!

We appreciate you reaching out to us about the issue you're experiencing with your Roku Soundbar's audio. We'd like to take a closer look at this. 

To help us gain visibility to your concern, please tell us more about;

• When did you first notice this issue?
• What specific troubleshooting steps you have tried so far?
• Have you received any recent updates before this happened?
• Can you specify all the apps that are affected?

In the meantime, we would recommend visiting this support article about issues playing content on your Roku device.

Please get back to us and let's continue the conversation. 

Best,
Emman

[samhainnc]

I found the problem causing the audio to keep cutting out on HUlu/HBO and Disney. I have 3 Roku devices and only have it happen on my living room TV I recently switched TVs and got a new Roku device but same problem. I finally turned off my sound bar and used just the TV speakers and no more audio skipping at all. I am going to get a new audio cable to see if it fixes it  but it could be my sound bar as it is getting up there in age.   I even used both TV speakers and sound bar and you could hear the sound bar skipping and the TV playing through it fine.  I still hear some little like static pops but not at the times when you hear the cuts of the soundbar so might be just the show. 

[samhainnc]

I have done some more troubleshooting. 100% it is my soundbar causing it. I tried moving my Roku away from it, I got a shielded high quality hdmi and digital audio cable for the tv to sound bar and noting I could do to end it except remove my soundbar. It could still be in the Roku but translates to the skipping when it goes to the TV to the soundbar. But without the soundbar all streaming channels work fine. 

[Scruff]

I am having same issue with netflix. I have a roku 2024 ultra.  Also the sound level randomly lowers on Amazon prime.

[Scruff]

Interesting,  but for me it is random and rare.  My roku is next to my high end AVR. 

[Scruff]

Did you read the response? The person has three different devices, and happening on all three.  Which would lead to streaming service or software 

[Scruff]

I google AppleTV box.  It seems to have same issue.  Being an IT person myself, the common denomintor is the internet connection.  You are always going to have hicups from your service provider.  That said, the apps in the streaming device needs to be smart enough to have a  nice buffer, and make sure (which is in our case) the data is complete that is in the buffer, so apparently when the connection slows down,  it is buffering incomplete information.  So stopping (going back) your show, and restarting your show, works because it forces to re-read the information, this time getting the audio.  Solution would be to update the apps to make sure it buffered complete data.   And note I have a 800 Mbps connection.  But my TV is wifi, but its line of sight from a wired router to the  box, so it only slows it down to 600+ Mbps, and I live in a house, at least 50 yards from the next nearest wifi signal.  So possible, but not likely its a wifi issue.   With a bit of work I can wire my TV, if necessary.