Wi-Fi & connectivity

[david362]

I have a Roku 4K+ stick on my Samsung tv with Polk sound bar. Occasionally, and this is after watching for an hour or more, there is a quick, maybe a second or two, sound dropout. The sound then continues normally. No effect on the picture, just sound. Happens on more than one streaming service so I don’t think it’s that. I have 400 speed internet and I’ve checked my wireless giving me close to that. It’s a minor annoyance but thought I’d ask. Roku firmware is updated. I did a manual check.

[RokuNimfa-C]

Hi @david362, 

Thanks for reaching out to the Roku Community. 

We'd like to know more about the issue you are seeing. When did you notice the issue start? Does the issue occur on a specific channel or all channels on the Roku device? For troubleshooting purposes, have you tried removing the soundbar to see if the issue still occurs?

With more details, we can help you further. 


Regards, 
Nimfa

[spok00]

I have a Roku 4K+ stick on my Samsung tv with Polk sound bar. Occasionally, and this is after watching for an hour or more, there is a quick, maybe a second or two, sound dropout. The sound then continues normally. No effect on the picture, just sound. Happens on more than one streaming service so I don’t think it’s that. I have 400 speed internet and I’ve checked my wireless giving me close to that. It’s a minor annoyance but thought I’d ask. Roku firmware is updated. I did a manual check.

[Gms44]

I have the exact same problem. Interestingly with the same equipment. Happens once a night, usually about an hour into the show. Happened on both Netflix and Hulu. Did all the Roku resets and other suggestions from support but no change. 

[RokuMary-F]

Hi @spok00 @Gms44,

Thanks for posting in the Roku Community!

We understand you are facing an intermittent sound dropouts issue with the Roku Streaming sticks. We would be happy to look further into this issue but we will need more details.

Can you please provide us with the following information:

• Roku device model, serial number, device ID, software OS/version, and IP address (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, and provide us with this ID)
• steps to reproduce the issue you are seeing and what exactly the behavior is that you are experiencing
• When did this issue first start occurring?
• Are you using an A/V receiver or soundbar with your TV/Roku player setup?

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

[Gms44]

Roku 4k streaming stick. 
serial x0250081h5fk

software version 11.0 build 4184-e6

gc version 9.2.113

id.  Fk201407 (this may not be correct as it took me a while to get it)

ip address 192.168.0.144

issue has been there from the beginning 

on both Netflix and Hulu 

Samsung QLED 4k tv 

same issue with two different soundbars

only ever happens one time per night. Never repeats

i have 400 mbps wireless. 

[RokuMary-F]

Hi @Gms44,

Thanks for providing all the information we requested and we're sorry for the inconvenience.

We would recommend trying to perform a manual update on your Roku device to see if you are still experiencing the issue you are reporting.

Instructions to manually update your software:

1. Navigate to Settings
2. Select System
3. Select System update
4. Select Check now

For more information about how to check for a manual update, visit our Support page here: How to update the software on your Roku TV or Roku streaming player | Official Roku Support

Thanks again for posting and we hope the suggestions above get everything sorted out.


Best regards,
Mary