Solving playback issues

[Nolakeharry]

I bought 2 Roku Express 4K+ this week. One is on a Sony and the second is on a RCA.  The sound stops working when I switch between apps, also switching between stations.  The power for the Roku Express 4K+ is directly in the wall outlet.  I tried a different ports on both TVs.  I changed the HDMI cable from the box to the TV on the Sony. Neither made a difference, the sound still drops out.  The only thing that corrects the problem is turning off the TV, but it still comes back when I switch between apps, also switching between stations.

The problem is not the port in the TV, the HDMI cable, power to the Roku Express 4K+ or the TV (the Roku Express 4K+ has the same problem on two different TVs).

The problem is the Roku Express 4K+, either hardware or software.  Has Roku identified the problem and provided a fix?

Thanks

[RokuEmmanuel-D]

Hey there, @Nolakeharry.

Happy to have you with us!

Thanks for reporting this. We totally get that your Roku Express 4K+ sound drops when switching to apps and stations, and we'd like to take a closer look.

To help us investigate, please provide the following details below.

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Looking forward to hearing back from you. 

Best,
The Roku Community Team

[Nolakeharry]

Hello,

Thank you for your email, following is the information I collected.

Sony TV

Model:  3941RW2-Roku Express 4K

Serial #:  X02200AV07C0

SW Version: 14.1

Device ID:  S0HCK48V07C0

Issue ID:  C0-069972

RCA TV

Model:  3941RW2-Roku Express 4K

Serial #:  X02200R60X7T

SW Version: 14.1

Device ID:  S0HCK4860X7T

Issue ID:  I will provide it on next failure

Thank you for your help.

[RokuRiamie-D]

Hi @Nolakeharry,

Thank you for providing your device details.

We have forwarded your information to our Roku team for review. We will update you as soon as we have more information regarding this matter. 

Additionally, could you please let us know if this issue occurred with any specific channels? In the meantime, we appreciate your patience as we work to resolve this issue.

Thanks,
The Roku Community Team

[RokuRiamie-D]

Hi @Nolakeharry,

Greetings from the Roku Community!

Our Roku team would like to know if you are still experiencing audio dropouts when changing channels on your Roku device. If so, does this issue occur with all channels and content, or is it specific to certain channels and content?

We will wait for your update.

Thanks,
Roku Community Team