Solving playback issues

[dontod]

My Roku Stream Stick+ (3811 series) has recently developed this same problem of scratch noise in the audio.  The scratchy noise is only present on the Streaming Stick+ and all channels on the Streaming Stick+.  Switched the Streaming Stick to a different TV and the scratchy noise persists.  I executed the noted "fix" procedure and this did no work either.  All of the audio FAQ/Support comments have been observed as well.  I even added an my own unplug and let the TV and Streaming Stick+ unpowered for several minutes to see if there was a reset. The scratchy noise persists.  The suggested "remediation's" have been observed and executed on (2) different TV's.  Other suggestion for remediation would be appreciated. 

[RokuEuniceL]

Hi @dontod,

Greetings from the Roku Community!

We're glad to assist you with the audio issue on your Roku Streaming Stick+. We'd like to know more about it so we can assist you further.

• When did the issue start?
• Do you have any other devices connected to your TV? (e.g., speakers and other sound systems)
• Have you tried updating your Roku Streaming Stick+ to the latest software version and see if it fixes the issue (Settings > System > Software Update > Check Now)?

In the meantime, you can try to factory reset your Roku Streaming Stick+. However, it clears the majority of data from your Roku device, does not guarantee issues will be fixed, and restores it to a factory default configuration. Specifically, the process will erase your personal preferences, unlink your device from your Roku account, reset all settings, and return your device to a state ready for initial setup.

We'll wait for your update.

Kind regards,

Eunice

[dontod]

Roku (Eunice):

The “issued” was noted on or about October 13, 2023 as a low frequency of incidences and has steadily increased since then to a near constant “issue.”

Devices:

• Samsung QLED Q6DT TV
• 5.1 Sound Bar that is Wi-Fi connected to the TV
• AT&T U-verse CATV box hard wired to the TV with HDMI cable
• DVD Box, hardwired to the TV with an HDMI cable
• Logitech Wi-Fi dongle key in TV USB port for wireless mouse & keyboard
• Roku Streaming Stick+ in TV HDMI eARC port and into a USB 5 amp USB port

Software Update has been checked and executed several times.  No help.

The Roku Streaming Stick+ was moved to a different TV with only an AT&T Wi-Fi CATV box attached and the “issues” persisted.

“Restart” is no resolve the issue.

I executed a factor “reset” as suggested.  This did NOT resolve the “issue.”

• Software is 12.5.0, Build 4178

The Issue persists.  Suggestions?

Regards,

[RokuERey]

@dontod,

Thanks for this information. How long have you been using this device?

Could you also share with us the serial number of this? We'll be able to assist you from there.

Keep us posted.

Thanks,

Rey

[dontod]

Roku:

Purchased Date:  02/19/2020, at Best Buy, $105.48 per our credit card statement

Device ID:  25399F325017

SKU#  3811R

Lot #  2189040314 . . . Yes, we have the "original" shipping box

Regards,

dontod

[RokuERey]

Thanks for the update, @dontod!

We've sent you a PM regarding this and for further support.

Thanks,

Rey