Forum Discussion

Jimmytwosticks's avatar
Jimmytwosticks
Binge Watcher
5 months ago

Roku Streambar audio volume fluctuations—Crackle Sound on Xfinity Stream App

Ticket 11280441 currently open to Roku support to solve.

When using the Xfinity Stream app, audio fluctuations are experienced after 20-30 minutes of viewing.  There is a click or snap in the audio stream followed by an ~70% reduction in volume with sparse intermittent pops of expected volume.  This video is an example of the reduced volume with snaps and pops.  [roku support deleted]

This is a pervasive issue that has been reproduced on three different Roku Streambars at three bespoke locations.  Issue exists on Roku Streambar only.  Streaming sticks have been used with the same TVs and networks and no issues discovered.   The issue is resolved by closing the Xfinity stream app, returning to the Roku home screen, and launching the Xfinity Stream app again.  Audio fluctuations appear again within 20-30 minutes of viewing.  Please escalate this ticket to the product development team

  This issue has been discussed in Roku and xfinity forums, specifically here: [roku support deleted] 

37 Replies

  • CGPAULK0447's avatar
    CGPAULK0447
    Newbie
    6 months ago

    We have a bad crackling sound problem with our Streambar. Randomly, the sound goes silent or makes a terrible crackling noise. I just got the soundbar for Christmas. What’s troubling is that I see issues dating back 18 months! My issue started a few days ago - everything was great until then. I've tried adjusting and resetting the sound settings, changing the HDMI cable, etc etc. 

    Serial no. is YL00GM747866

    Software version 14.1

    Please help. 

    • RokuHaz-M's avatar
      RokuHaz-M
      Community Moderator
      6 months ago

      CGPAULK0447 Hi!

      We recognize that crackling sound and quality issues with your Roku Streambar. There are several reasons why we are experiencing these issues. To assist you further with this, could you tell us if you are experiencing this issue with all your shows? Is there a specific show on your Roku Streambar that has a crackling sound? What steps have you tried so far to fix the issue?

      Please keep us posted!

      The Roku Community Team

      • madstreamer's avatar
        madstreamer
        Newbie
        3 months ago

        Newbie to Roku Community.

        Roku Soundbar, Model: 9102R

        I have the same issue: heavy static and loud crackling - generally during loud and/or low rumble bass sounds, and lower volume overall (especially when the static starts). 

        Troubleshooting: I have power-cycled the soundbar, unplugged the HDMI & power cables for 30 seconds, replaced the high speed HDMI cable twice, cycled through all available audio setting options in my tv, and moved roku to another tv to verify if the sound issues follow.  My final step was to remove the roku soundbar and replace it with my spare roku express and a separate soundbar (JBL Multibeam).  Connected them to the same HDMI port on the same tv, using the same HDMI cable as in original set up and now have no issues.  The static and crackling is definately within the roku soundbar and there are no problems with my tv or its audio settings.

        ROKU SUPPORT TEAM, please help to resolve this problem with your device.

        SN: YL00HH467809 (2A117H467809)

        SW: 14.5.4,
        (BUILD 5944-95)

        GC VERSION: 13.10.10

        Timestamp: 2025-04-25T23:27:26Z

        TRACKER ID: 09-165-567

        Full disclosure: I just (mistakenly) added this to another post with a subject that doesn't fully describe my issue.

    • alelulo1976's avatar
      alelulo1976
      Reel Rookie
      6 months ago

      Also having this issue.

      The soundbar freezes, audio starts to crackle, certain apps take longer to load.

      Model: 9102R

      Software: 14.1.4.7709

      Serial: YL0030302917

      I have done restarts, unplugged for several hours, restarted WiFi, etc.. and still have issues where it returns to home screen or restarts on itself.

       

      • RokuHaz-M's avatar
        RokuHaz-M
        Community Moderator
        6 months ago

        Hi alelulo1976

        We acknowledge your concerns regarding the quality of your Roku Soundbar and appreciate your feedback.

        To help us isolate the problem, please send us your TV Tracker ID. To find it, press the Home button five times, then the Back button five times, and share the ID with us.

        We look forward to helping you solve this problem.

        The Roku Community Team

  • RokuHaz-M's avatar
    RokuHaz-M
    Community Moderator
    5 months ago

    Hi Jimmytwosticks 

    Thanks a ton for reaching out and sharing your concerns with us! 

    We totally get how pesky those volume fluctuations and loud crackling on the Xfinity Stream App can be. To help us dive deeper into this, could you share a bit more info? 

    • When did you first notice this happening?
    • Is it happening on other channels or just on the Xfinity Stream App?
    • What have you tried so far to fix it?

     Let’s give this a shot: uninstall the app, restart your system, and then reinstall the app. This might fix the issue. Let me know how it goes.

    I look forward to resolving this matter with you!

    The Roku Community Team

    • MYTwocents's avatar
      MYTwocents
      Reel Rookie
      5 months ago

      I've been having the same issues at least once a day. I reset, changed settings, unplugged, and re-plugged. This is unacceptable! What do you suggest now?

      Re: Roku audio fluctuations, reduction in volume, or no volume at all! 

      • RokuHaz-M's avatar
        RokuHaz-M
        Community Moderator
        5 months ago

        Hi there! MYTwocents 

        Thanks for letting us know!

        We totally get that you're having the same volume issue with your Roku Streambar. If you could give those troubleshooting steps from earlier on this thread a shot, that would be awesome!

        Let us know how it went!

        Roku Community Team

    • Jimmytwosticks's avatar
      Jimmytwosticks
      Binge Watcher
      5 months ago

      Hello,

      To answer your questions

      • When did you first notice this happening? - I first noticed this November 2024 at the installation of my first Roku Streambar.   This issue appears to be first reported to be prevalent on both Reddit and Xfinity forums in November 2022.  A link to those forum posts here: https://forums.xfinity.com/conversations/xfinity-stream-website/fluctuating-volume/637abdbdbff9a5603666f908

      • Is it happening on other channels or just on the Xfinity Stream App? - This issue is confirmed on Roku Streambar and can be easily replicated.  The issue is specific only to the Xfinity stream app.  I cannot replicate this issue with the Xfinity Stream App on a Roku Stream Stick or Stream Stick Ultra.


      • What have you tried so far to fix it?  Factory Reset, Software Update, Restart device, restart app.  A workaround is available, but is suboptimal.  Press home button, relaunch app,  open the guide, find channel, click watch.  This workaround works for about 30 minutes.   Then the audio stream degrades.

      • RokuHaz-M's avatar
        RokuHaz-M
        Community Moderator
        5 months ago

        Hi again! Jimmytwosticks 

        Thanks for sharing all the details about the issue you’re dealing with! Let’s add one more step to the troubleshooting you’ve already done:

        1. Home
        2. Highlight the Xfinity Stream App
        3. Press the star (*) button
        4. Remove app

        Once removed, do a System Restart and install the app again. 

        Just let me know if this does the trick.

        The Roku Community Team

  • Jimmytwosticks's avatar
    Jimmytwosticks
    Binge Watcher
    4 months ago

    Ticket 11280441 currently open to Roku support to solve.

    When using the Xfinity Stream app, audio fluctuations are experienced after 20-30 minutes of viewing.  There is a click or snap in the audio stream followed by an ~70% reduction in volume with sparse intermittent pops of expected volume.  This video is an example of the reduced volume with snaps and pops.  [roku support deleted]

    This is a pervasive issue that has been reproduced on three different Roku Streambars at three bespoke locations.  Issue exists on Roku Streambar only.  Streaming sticks have been used with the same TVs and networks and no issues discovered.   The issue is resolved by closing the Xfinity stream app, returning to the Roku home screen, and launching the Xfinity Stream app again.  Audio fluctuations appear again within 20-30 minutes of viewing.  Please escalate this ticket to the product development team

      This issue has been discussed in Roku and xfinity forums, specifically here: [roku support deleted] .  Roku support and RokuHaz-M has closed this previous case without providing a solution https://community.roku.com/t5/Discussions/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-intermittent-short-bursts-of-loud-crackl/m-p/1048266#M13380

    • Jimmytwosticks's avatar
      Jimmytwosticks
      Binge Watcher
      4 months ago

      To answer the next incoming questions from support:

      To answer your questions

        • When did you first notice this happening? - I first noticed this November 2024 at the installation of my first Roku Streambar.   This issue appears to be first reported to be prevalent on both Reddit and Xfinity forums in November 2022.  A link to those forum posts here: https://forums.xfinity.com/conversations/xfinity-stream-website/fluctuating-volume/637abdbdbff9a5603...

        • Is it happening on other channels or just on the Xfinity Stream App? - This issue is confirmed on Roku Streambar and can be easily replicated.  The issue is specific only to the Xfinity stream app.  I cannot replicate this issue with the Xfinity Stream App on a Roku Stream Stick or Stream Stick Ultra.


        • What have you tried so far to fix it?  Factory Reset, Software Update, Restart device, restart app.  A workaround is available, but is suboptimal.  Press home button, relaunch app,  open the guide, find channel, click watch.  This workaround works for about 30 minutes.   Then the audio stream degrades.

        • Does uninstalling / reinstalling the app to fix it?  I've completed the app removal / reinstall as requested and issues persist.




      I have reported the issue to Xfinity as you have recommended and curiously they stated to get in contact with Roku support stating this is a "Roku issue, please ask support".  So unless if proof can be provided - which I have seen none - that this is an xfinity issue specifically, please do not pass off customers to another support org without a warm handoff from one org to another.  A 'good luck wish' is not appropriate.

      This issue persists on multiple streambars.   The issue persist across three Roku firmware versions including the most recent as of 2/28/2025 which is 14.1.   Xfinity Stream app is 8.0 build 0.  Issue is also reported to Xfinity on thread 'roku-streambar-audio-fluctuations-70-reduction-in-volume-intermittent-short-bursts-of-loud-crackling-audio' and here is the link to it.  https://community.roku.com/t5/Discussions/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-i...

      All roku stream bars have been through the following and the issue persists:
      Uninstall / Reinstall the Xfinity Stream app, issue persists.
      Streambars have been been factory reset, issue persists.
      HDMI cable replaced with known good (does alternatively provides reliable audio and video between computer and 4k monitor), issue persists.

      Power supplies swapped between soundbars, issue persists.
      While issue is occurring, connect to an alternate TV which is a different make and manufacturer and the issue persists.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        4 months ago

        Thanks for flagging this, Jimmytwosticks!

        It looks like you're having trouble with the audio quality on your Roku Streambar while using the Xfinity app, and we’re ready to help you figure this out. 

        To help us investigate further, could you please share the details below?

        • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
        • Tracker ID (Press the Home button five times, followed by the Back button five times)
        • App build version (Highlight the app from the Home Screen and press the Star * Button)

        We are eager to resolve this quickly. Please get back to us!

        Roku Community Team

  • madstreamer's avatar
    madstreamer
    Newbie
    3 months ago
    • Roku Soundbar, Model: 9102R

      I have the same issue: heavy static and loud crackling - generally during bass and/or loud rumble sounds and lower volume overall (especially when the static starts).  This started sometime last year and has progressively gotten worse over time.

      Troubleshooting:

    I have power-cycled the soundbar, unplugged the HDMI & power cables for 30 seconds, replaced the high speed HDMI cable twice, cycled through all available audio setting options in my tv, and moved roku soundbar to another tv to verify if the sound issues follow.  My final step was to remove the roku soundbar and replace it with my spare roku express and a separate soundbar (JBL Multibeam).  Connected them to the same HDMI port on the same tv, using the same HDMI cable as in original set up and now have no issues.  The static and crackling is definately within the roku soundbar and there are no problems with my tv or its audio settings.

    ROKU SUPPORT TEAM, please help to resolve this problem with your device.

    SN: YL00HH467809 (2A117H467809)

    SW: 14.5.4,
    (BUILD 5944-95)

    GC VERSION: 13.10.10

    Timestamp: 2025-04-25T23:27:26Z

    TRACKER ID: 09-165-567