Solving playback issues

[georgiaclark]

I have a roku express and have only recently been experiencing these issues. We would be watching disney + for example and as we are watching a show, about 2-3 seconds of the audio jumps back to something that happened 5-10 minutes ago. The video would stay normal but the audio just jumps backwards for a few seconds. It is happening much more frequently. I have no idea what software we have on it. Does anyone have any advice?

[RokuKariza-D]

Hello @georgiaclark

Thanks for reaching out here in the Community!

Does the audio issue only occur on shows within Disney+ or across other channels installed on your Roku device? If it's just on one specific channel, we would recommend removing the app then re-install it. Make sure to restart your Roku player before adding the channel back in to ensure the process is successful. 

Please follow the steps below:

1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
    
   • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
      
2. Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
    
3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
    
   • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

If after attempting the suggestions above, you are still experiencing the same problem from one channel while videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developer themselves.

You can reach out to Disney+ Support here: https://help.disneyplus.com/csp?id=csp_index

All the best,
Kariza

[makaiguy]

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@georgiaclark wrote:

I have no idea what software we have on it. Does anyone have any advice?

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Individual channel app: Highlight channel in home screen channel grid.  Press * key on remote.  Channel app version number will be shown.

Roku operating system version: Menu path from home screen Settings > System > About.  Roku version will be shown along with other useful information.  When seeking help it's also a good idea to mention your model number in addition to model name.