Solving playback issues

[BunnyB]

This started yesterday. When switching channels or shows within an app, or changing apps, the sound stops. We have to turn our TV off and then back on to reignite the sound. 

We made certain this didn’t occur on the TV (Visio smart TV), with Roku detached. We have also unplugged power on Roku device for several minutes to reset as well. 

Looking for a next step/advice. 

[Tpage]

Having exactly the same issue, just started yesterday with no problems previously. Can’t figure out the fix. Any help would be greatly appreciated 

[kipp74710]

same issue, need help or I will purchase a better product, fed up!

[katiebobus]

Same. Started a few days ago. Happening on all apps, especially with Hulu when the switches to or from commercials. Have to back out of the app to Home to fix usually. Occasionally just jumping back or fwd in time helps. Sometimes the Roku has to be reset. It takes an hour to watch a 25-minute show. Please fix!

[katiebobus]

Also an occasional blip in the audio when it is working. 

A faster Band-aid seems to be turning the TV off and back on -- hope that helps someone.

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

We would be more than happy to look into this issue. Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[Tpage]

Model 4660X-Roku ultra

serial #YJO03R092608

software 10.5.0 build 4208-46

device ID CK3923092608

The sound comes on when the tv and roku are turned on. As soon as the channel is changed, the sound goes off. It occurs with all channels (not specific to any one channel) also occurs when switching to another app. The only way to get the sound back is to turn the tv and roku off then turn it back on. This just started out of the blue a few days ago, nothing was changed or added and had no issues previously. 
Thanks

[katiebobus]

Sound drops off with content change (switch to a new episode, program, and to/from ads) on every Roku channel. 

Example tracker ID: issue # 95-520-162

Model #4660X - Roku Ultra

Serial YJ003K856595

Software 10.5.0 build 4208-46

Device CK48A3856595

[jps2]

This just started a few days ago.  NetFlix works fine using the controller and smart TV - without using Roku.  Using Roku, NetFlix opens fine but as soon as I select a show/moive the sound fails.  Sound also fails when moving forward in the movie.  Vizio TV, M-437-G0, Version 2.70.33-1 All products are up todate on SW.

[jps2]

NetFlix Version5.1  Build 98096465

Prime TV Version 12.0 Build 2021090212

Does this with all tiles