Solving playback issues

[pudd]

I have 6 Roku devices (don't ask). Every single one of them has intermittent sound issues. The sound will either drop very low of become garbled. Nothing helps until I exit the video and go back on. No matter what network or TV I am connected to this happens. It is becoming a real issue because it happens a lot more now. Anyone else have this issue?

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @pudd!

We understand that your Roku's audio is experiencing intermittent dropouts. Rest assured that we're here to help you resolve this so we can get you back on streaming. 

Could you let us know more about...

• When did you first notice this issue?
• What specific troubleshooting steps you have tried in an attempt to resolve the issue?
• Have you received any updates recently? If so, could you provide the latest version of your Roku? It can be found in Settings > System > About. 
• Do you have an AV receiver or surround sound system that is connected to your TV?
• A short video of the incident demonstrating the exact behavior. 

In the meantime, if you haven't tried connecting a different high-speed HDMI cable to see if the audio dropouts will be resolved. 

Please keep us posted if you need more help. 

Thanks,
Emman

[pudd]

• When did you first notice this issue? "Months ago".
• What specific troubleshooting steps you have tried in an attempt to resolve the issue? "Everything suggested here."
• Have you received any updates recently? "I keep up to date."
• If so, could you provide the latest version of your Roku? It can be found in Settings > System > About. "Software version 14.0.
• Do you have an AV receiver or surround sound system that is connected to your TV? "No, soundbar on all."
• A short video of the incident demonstrating the exact behavior. "Sometimes it is very low volume, others it is garbled. The only solution I have found is it exit the video and go back in and it is OK then."

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @pudd!

Could you please confirm if the issue has been resolved, or if the workaround is just a temporary fix? Also, does the intermittent sound issue happen on all channels or only on a specific channel? 

We are looking forward to your response. 

Thanks,
Emman

[pudd]

It seems to work on all channels/apps. I is very irregular with no particular pattern to it. It is not resolved and doubt it ever will be. 

[RokuEmmanuel-D]

Thanks for keeping us posted, @pudd.

We completely understand that this issue hasn’t been resolved yet, and we're here to help you further!

To help us in the investigation, please provide the details of one of your Roku devices so we can investigate the matter further and determine the root cause of the problem. 

• 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)

We are eager to get your devices back up and running. Your cooperation is highly crucial so we can navigate this process. 

Please keep us posted. 

All the best,
Emman