Solving playback issues

[OhWell100]

The title states the issue. Looks like my Roku software was just updated. So I believe the Roku folks created this situation.

[RokuDanny-R]

@OhWell100

Thanks for the post.

Can you please clarify the issue you are experiencing? How are you playing the content? Were you playing this specific content before and not seeing the issue? Please provide us the following information:
-Roku device model
-serial number
-device ID
-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)
-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)
-steps to reproduce the issue you are seeing

Thanks,
Danny

[OhWell100]

Model - 4670X - Roku Ultra
Serial number - YJ003D636500
Device ID - KW9993636500
Software version - 10.0.0 - build 4185-46

I have ripped several dvd's into mp4's and have them on a 4 TB Western Digital My Passport, portable drive. I have the drive plugged into the Roku's usb port. I have watched many movies this way using the Roku Media Player channel/app (current Version 5.5 build 9) and have never had a play back issue. I have plugged the drive into my PC and the mp4 content plays fine. Now when I play any of the mp4 files on the Roku the sound is a 4 click constant repeating rhythm, similar to what an old movie reel would sound like. The video is fine.

Thanks for your assistance

[RokuDanny-R]

@OhWell100

Thanks for the post and providing the information that I have requested.

I have passed along your information to the appropriate Roku team to investigate further. Once more information is available, I'll be sure to update this thread.

In the meantime, would you be willing to send us a sample file of the content that you are experiencing the issue with?

Thanks,
Danny

[NWRogue]

Same problem.  As near as I can tell the problem occurs if the audio bit rate is above 160bits.  No problem with my device until OS 10 installed.  I reverted back to OS 9 a couple of weeks ago and that fixed the problem.  OS 10 re-installed itself today and the problem is back.

Issue is only in the Media Player software, when I try to stream movies I've ripped from a NAS device on my network.

Model: 4670X 

S/N YJ008J06907

Software version: 10.0.0 build 4915-46

Device ID: KW99A8606907

[OhWell100]

I will gladly send you a sample if you advise me how or where to send the file.

[nosemuff]

I have this exact problem. Was a resolution ever reached?

[NWRogue]

Still broken on my devices.  Build 4198.

[nosemuff]

I upgraded both of my Roku Ultra units to Build 4198. One started working again, the other has the same sound issue?

[OhWell100 · Accepted solution]

Roku support is not very good. I changed the sound setting in the Roku to Dolby Digital (DD) and my sound now works fine. I read on another post to do this and it works! Best of luck!