Solving playback issues

[remus]

After the latest SW update - 12.5.0 build 4175 - installed on Oct 19, 2023, playback of streaming video through a USB drive, Netflix, or YouTube all experience momentary dropouts of video and audio that last about 1 second before resuming.  These dropouts randomly occur every 10-20 minutes or so.  They have never occurred before the update.  I have a ROKU Ultra 4802X running at 4K Dolby Vision HDR mode.  This effect appears to be a streaming data buffering/processing issue.

[RokuTakashi]

Hi @remus,

Thanks for posting, and welcome to the Roku Community.

We appreciate you for providing a detailed piece of information regarding the issue you've encountered. May we know what troubleshooting steps have you attempted to resolve the issue? Also, does this issue occur with multiple channels? If so, what specific channels are those?

Furthermore, we request the details below for us to forward your concern to the appropriate Roku team.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• 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, and provide us with this ID).

The information you provide would guide us to assist you better.

All the best,
Kash

[remus]

I have tried powering down the Roku to reboot it several times, but the symptom remains.

Since the 12.5.0 build 4175-C2 update, 4 days ago, I have encountered the dropouts using L+, YouTube,  Netflix, and Roku Media Player connected with video on a Samsung USB 3.1 flash drive.  The symptom is that the screen momentarily goes black and audio stops for about 1 second before resuming.  I suspect it doesn't like something in the digital data stream, or it is a case of data buffering overload.  Regardless, this dropout symptom has happened only after this firmware update.

I don't notice any overheating; it is only warm to the touch.  I have ordered a replacement PW11 power adapter to ensure the cause is not a defective power adapter, but haven't received it yet.

Thanks.

[remus]

OK.  It happened.  Here's the tracker ID:  80-426-126

Model 4802X Roku Ultra

Serial number: X01000DMX280

Software Version: 12.5.0  build 4175-C2

GC Version: 10.2.30

Device ID: S0DA224MX280

[remus]

Today, while streaming video processed through the Roku Media Player from a Samsung USB 3.1 flash drive rated at 400 MB/s, the screen and audio blanked out.  The video returned after 5 seconds, but the audio never did - even after exiting the media player channel and trying other channels.  I had to reboot the Roku by removing the power. Here is the Issue report tracker dump:

Model: 4802X - Roku Ultra
Serial Number: X01000DMX280 (S0DA224MX280)
Software version: 12.5.0  build 4175-C2
GC version: 10.2.518
Timestamp: 2023-10-24T17:55:49Z

Issue ID 80-427-315

Thanks.

[RokuERey]

Hi @remus,

We appreciate this information and we'll forward these details to the appropriate Roku team for further review.

We'll get back here and let you know how things turn out.

Regards,

Rey

[remus]

Here is an update.  After 3 days with the new build 4178-C2, the Audio/Video momentary dropouts occur less often, about 1 per hour, a bit better than before.  Also, during a long pause of a Netflix video, about 10 minutes, upon a return to play, audio was completely gone throughout the Roku.  I had to power down and power up the Roku for it to recover.  I am also using a new power adapter I ordered from Roku, so a power issue is unlikely.

Jack

[BlueSkyHi]

Hi,

Was this issue ever satisfactorily resolved?  I am experiencing the same thing but only with a new television set a Sony K-65XR90.

[remus]

After a subsequent firmware update to the Roku Ultra, the dropout issues disappeared and have not recurred since.  The Roku is now using 13.0.0 build 24056-C2 .