Solving playback issues

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kentf
Level 7

Volume goes up or down by itself. Problem on two different TV's

I have the same problem on two different TV's and Roku devices. The problem started on both TV's about 3 months ago.

Roku Streambar 2A10CD012475 on an LG TV

Roku Ultra  KW9992249882 on a Sony TV

I experience the same on both devices.

Most of the time I am using the Xfinity Stream Roku app but it happens on other channels too.

It happens after the TV has been on for a while. The volume will drop but not all the way off, maybe down to the equivalent of 12 setting , or the other scenario is the volume will go all the way up to the point it distorts,  To resolve I back out of the channel I am watching and go right back in and the volume will be normal. I removed the Xfinity app and did a system restart on both devices and still have the problem. Sometimes it won't happen for a couple days and other times I will get it 2 or 3 times a day.

Kent

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4 REPLIES 4
Mikeyy
Level 8

Re: Volume goes up or down by itself. Problem on two different TV's

I have the same problem with a Samsung tv.  I have to pause the streaming show and then unpause it.  This returns the volume to where I had it but I have to do this every few minutes.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Volume goes up or down by itself. Problem on two different TV's

@kentf @Mikeyy

Thanks for the posts.

We would be more than happy to look further into the issue further, but we will need more details. 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)
  • 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 and provide us with this ID)
  • steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Tabby2
Level 7

Re: Volume goes up or down by itself. Problem on two different TV's

I have exact same problem and resolve by rewind for a second also. Did you get it fixed? If so how?

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Mikeyy
Level 8

Re: Volume goes up or down by itself. Problem on two different TV's

That's what I've been doing but I have to do it every 5-10 minutes.  It's pretty frustrating.

I contacted Roku and got a reply asking me for lots of information from the Roku screen.  I'll be sending them the info tomorrow.

I'll let you know what I find out.  I just sent the original question to Roku yesterday or today and am really surprised how fast they responded.

 

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