Solving playback issues

Find troubleshooting tips and resources for Roku playback speed issues, HDCP messages, power issues, and more. Join the community discussion for assistance.
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Reel Rookie

audio goes silent at program source change

Started about three days ago Before Update: YouTube, weather channel, movies from different sources, Spotify...

A commercial or swtching to a different program or switching Back to one that was just playing... No sound!

Very irritating! System rest worked once, never since. A program that is working will stop working.

4660X Roku Ultra

Software 11.5.0 build 4225-46

Stats for nerds YouTube with negative loudness is always silent positive loudness over 2.2 always works, near zero goes either way.

0 Kudos
Reel Rookie

Re: audio goes silent at program source change scratch that, at any time with any source

Now, different cable, no sound after reset, no sound after factory reset.

Let's get in touch (for an agent) just says "loading" endlessly.

I'm ready to crush this thing. Roku is IMPOSSIBLE to get a hold of, as are the "agents"

I"m ready to advertise my experience with Roku, Great until now...

0 Kudos
Retired Moderator

Re: audio goes silent at program source change scratch that, at any time with any source


Thanks for the post.

We would be more than happy to look further into this issue for you. 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 more details, we will be able to investigate the issue further.


Danny R.
Roku Community Moderator
0 Kudos
Need Assistance?
Welcome to the Roku Community! Feel free to search our Community for answers or post your question to get help.

Become a Roku Streaming Expert!

Share your expertise, help fellow streamers, and unlock exclusive rewards as part of the Roku Community. Learn more.