Solving playback issues

[cwbuckley]

I wanted to watch UFO Cowboys, but when I selected the program, I only got the background music.  No voice at all.  That is the only show on the Roku channel that I have that problem with.  I even chatted with somebody with a name I couldn't pronounce and this person had me restore my Roku Ultra back to factory settings and that didn't do anything.  Again UFO Cowboys is the only program that I am having this problem with.

If you have any idea what is causing this, I would appreciate hearing from you.  Thanks in advance.

[RokuTakashi]

Hi, @cwbuckley 

Thanks for posting, and welcome to the Roku Community.

We appreciate you for bringing this to our attention. At this moment, we'd like to ask for further details for our team to address the issue. What specific season and episode of the UFO Cowboys has no sound? Also, can you send us an image or a video referring to the issue?

We hope for your response so our team can address it promptly.

Best wishes,
Kash

[cwbuckley]

Here it is a week later and there is still no change in UFO Cowboys.  No audio or voice.

[RokuTakashi]

Thanks for keeping us posted, @cwbuckley 

As stated in my previous post, I have asked for further details regarding the content issue so our team can address it promptly.

Would you please tell us what specific Season and Episode does not have audio or voice? Also, is this issue happening to UFO Cowboys only or does it happen to multiple contents on The Roku Channel? Furthermore, when did you first experience the issue?

We would appreciate your cooperation and understanding in this regard.

Best wishes,
Kash

[cwbuckley]

I have written you twice in reply to your email that you have sent me in regards to my post.  First off, I have no audio on any of the UFO Cowboy programs that I have tried to watch.  The ones that I have tried watching is the 1st season, 1st show.  The 2nd season, 1st show.  Also this problem happens on my 55" Samsung TV.  I have tried watching UFO Cowboys on my Desktop PC and the audio is just like its suppose to be.

I hope this is the info that you are looking for.