Solving playback issues

[bsbbh40]

if we are watching a movie or TV channel and fastforward a few times, the sound will disappear. We have to hit the house button on the Roko remote. Then click over to the appropriate icon you were using (Hulu, discovery+, etc) and then click ok, This also happens when we rewind. Has anyone else had this problem and was it fixable?

[RokuDanny-R]

@bsbbh40

Thanks for the post.

We would be more than happy to look further into this issue for you but 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.

Thanks,
Danny