Solving playback issues

[Sails]

For the last two weeks the audio on my Roku TCL 65R615 has been suddenly dropping very low after about 40 minutes of using any app on my Nvidia Shield Pro (HBOMax, Plex, YouTube, SOundTV). The volume numbers do not change, the audio just suddenly drops very low. This happens over both my HDMI ARC soundbar and my 3.5mm headphones plugged directly in to the TV. If I switch to another HDMI device or Roku app the issue continues. I must power off the TV and bring it back up to fix the audio. This means I have to do this three or four times during movies. It also continues to gradually lower if I try to ignore it and pump the audio up. I eventually was able to go up to 100 volume from my usual 12 and still hardly hear anything. It does not happen when using other HDMI devices for long periods of time. Here's the info typically requested;

Sys Info + Issue Report Tracker: https://imgur.com/a/PCCtoWK

The Shield Pro is on 9.1.1 which is the most recent update from months ago. The TV also last received an update in December. I really hope this is fixed sooner than later, I absolutely cannot afford to replace it.

Cheers!

[RokuAnjelie]

Hey @Sails 

We appreciate you posting on the Roku Community.

We understand that you are experiencing an issue with your Roku TV. 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
• When this issue occurs, please let us know and perform these steps: Press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
• Steps to reproduce the issue you are seeing

We'll wait for your response in regards with this concern.
 

Best Regards, 

Anj

[Sails]

Thanks for replying. I believe I have covered all of that in the original post, please refer to that.

[RokuAnjelie]

Hi @Sails,  

I really do understand the feeling that you have right now but

May we know the information of your Roku device:

• 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
• When this issue occurs, please let us know and perform these steps: Press the Home button 5 times, followed by the Back button 5 times and provide us with this ID).

We're going to wait for your response!

Best Regards 

Anj