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.
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Reel Rookie

Re: ROKU OS 10.0 AUDIO issues playing files from usb Drive

Thanks for the info! I have been using Handbrake for a while now, and like you mentioned, it is so time consuming that I dread the prospect of having to go this route just to continue using a device that unit last week suited my needs perfectly. Right now my Roku is about as useful as an Atari 2600 and it looks like I’m now in the market for a new media player.

Roku Guru

Re: ROKU OS 10.0 AUDIO issues playing files from usb Drive

FYI, there's another thread under "Roku Device Features, Settings & Updates" titled "Roku OS 10.0 Update Breaks Surround Sound" that seems to deal with this same issue.  No response from the developers in that thread, either, and no response on at least a couple of trouble tickets that I've generated via chat support over the last few weeks.  As others have said, it appears to center around video files or streams that have audio encoded with Dolby Digital (AC3).  I've had minor success with one of my two devices by changing the HDMI setting under Settings / Audio.  It's my experience that "Auto detect" doesn't work with either of my devices...nothing but clicks / pops & white noise.  One TV I have is capable of processing DD and DTS, and setting HDMI to DD or DD/DTS seems to produce listenable results.  The other TV is older and only capable of processing PCM-Stereo.  For it, there is no setting of HDMI that produces listenable audio.  It's also my observation that Roku Media Player (RMP) can't deal with multiple audio tracks in the file.  If the file has both a Dolby Surround (AAC) and Dolby Digital (AC3) track, it will select the AC3 track (and yield nothing but noise) regardless of what order they're in or which is designated the default track.

Roku Guru

Re: ROKU OS 10.0 AUDIO issues playing files from usb Drive

If you haven't used ffmpeg, it's a good tool to do the kind of conversion you're attempting.  You can modify/add/delete an audio track without re-encoding or degrading the video track.  If all you do is copy the video, the conversion will proceed much faster.   ffmpeg is a command-line program run from within a windows CMD box.   The command lines are sometimes complex, but if you google what you're trying to do, you can usually find an example that applies.

Reel Rookie

Re: audio issues playing files from usb Drive

I'm having the same problem, and 90% of my video files have a loud "ticking". This exact problem happened a several weeks ago when my Roku 3 was updated. I bought the Roku Ultra and the problem went away. Now Roku updates the Ultra and they disabled my system again.

Please fix this ASAP or revert to the older firmware.

0 Kudos
Roku Guru

Re: audio issues playing files from usb Drive

@RokuDanny-R There are several threads on what appears to be the same issue, two in this subgroup and one in Roku Device Features, Settings & Updates: "Roku OS 10.0 Update Breaks Surround Sound".  Let us know what we can do to assist troubleshooting...but this issue appears to be very repeatable and affecting a large number of users.

Retired Moderator

Re: Roku ultra usb playback

Hi everyone,

Thanks for the posts.

If you have not already, can you 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 by 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

-would you be willing to send us a sample file that you are experiencing this issue with?
With more information, we will be able to assist you further.



Danny R.
Roku Community Moderator
Roku Guru

Re: Roku ultra usb playback


Device model 3810X
Serial YH0086377983
Device ID  2130D8377983
OS 10.0.0 Build 4198-50
Roku Media Player - Version 5.5 Build 9
Tracker ID  83-201-349
Audio setting:  Audio Mode (Auto), HDMI (Auto-Detect)
Issue exists when playing any mp4 file with audio encoded in Dolby Digital (DD or AC3).
I have one TV that can accept DD input...nothing but clicks/noise when HDMI set to Auto-Detect.  Audio plays fine when HDMI is set to Dolby Digital.
I have a 2nd TV that requires stereo input... nothing but clicks/noise regardless of the setting of HDMI.
Both systems worked fine under OS 9.4 with Audio Mode (Auto), HDMI (Auto-Detect).
Would be happy to send a test file on request. 
It appears that the setting of Audio/HDMI is not detecting properly and is not being respected/downmixed when set.  


Re: audio issues playing files from usb Drive

Having the same problem here.  Started 3-4 weeks ago on 3 different Roku Ultra boxes.  Hard drives formatted with HFS+.  Multiple drives on multiple units are affected, all of which worked like a charm just weeks ago.

Channel Surfer

Re: ROKU OS 10.0 AUDIO issues playing files from usb Drive

Hello. I am curious about how to downgrade the OS on my streambar, like you did. How do I do it?

Thanks for your time and help. 

Michael John

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Reel Rookie

Re: ROKU OS 10.0 AUDIO issues playing files from usb Drive

I use handbrake too and have this issue.  I fixed the issue by going into Roku audio settings and changing it to Dolby which my soundbar seems to support so I don't have any missing audio as far as I can tell, I hope this helps someone else.

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