Solving playback issues

[RokuEmmanuel-D]

Hello, @Ixoxo5.

Welcome to the Roku Community!

Having audio issues with your Roku device can be pretty frustrating, especially when watching the movies you love. We totally get it, and we wanted to provide assistance so we can get you back up and running. 

To be able to help you accurately with your concern,  could you provide us with a little more hint about it?

• What Roku device is having this problem?
• Do you also encounter this while streaming on multiple channels, or is this just isolated to YouTube TV?
• Have you noticed any recent updates before this happened?
• If this is only happening to YouTube TV, are you experiencing this on all content?
• Have you happened to exchange a different HDMI cable on it to see if it does the trick?
• Have you also given it a try switching to a different TV and observing if the issue persists?

Tell us more about it, and we'll help you sort things out. Please get back to us. 

Looking forward to your response,
Emman

[jatala22]

Emmanuel-d, you can read about details in my reply from 05-26-2024 03:19 PM. It appears to only happen for me on the Directtv app. I have tried multiple hdmi cables and this occurs on an LG TV and Sony. Only way to fix it is rewind, fast forward, or change channels. @RokuEmmanuel-D . Tha ks for your reply.

[RokuEmmanuel-D]

Thanks for chiming in, @jatala22!

We're glad you replied about the issue! We'd like to look closely into this. Could you send us the latest device details so we can delve deeper? 

Here are the requested details:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Looking forward to your response so we can sort this out quickly.

Thanks,
Emman

[jatala22]

@RokuEmmanuel-Dthanks. Here is the requested info:

• S/N: YJOOGH347016 (KW999G347016)
• Model: 4670X
• Device ID: KW999G347016
• Software version 14
• ID 16-497-067
• DIRECTV Version 3.39 . build 4220300

[RokuEmmanuel-D]

Thanks for keeping us posted, @jatala22!

We truly appreciate your effort to supply all the needed information. Rest assured that we'll pass this over to the team for further review and investigation. 

In the meantime, your patience and understanding are highly appreciated as we work towards a resolution. Stay tuned for more updates. 

Thanks,
Emman

[Cheetah15]

Same build version as jatala

[Cheetah15]

the problem is on my tvs for direct TV. Never had the issue until I switched to DTV stream on Roku. None of my other apps have this issue

[Cheetah15]

PLEASE AMEN!

[Cheetah15]

And one more thing ...

This happens probably 4-5 times in an hour on DTV

[RokuRiamie-D]

Hello @Cheetah15,

Greetings from the Roku Community! We are glad to have you here.

Thank you for letting us know about the issue you're having with your Roku device and the DirecTV Stream app, especially the distorted audio and glitches. We also appreciate you sharing your device information with us.

You can rest assured that we've forwarded your information to Roku's appropriate team for review. Thank you for your patience and cooperation as we work on this issue.

Thank you for your understanding.

Cheers,
Riamie