Solving playback issues

[JD76]

It happens on multiple channels on multiple TVs within DirectTV.  Never had this issue with YouTubeTV.  Sound suddenly gets very loud and highly distorted (usually at during a critical sports play or important interview!).  Is it a ROKU issue or DirectTV?  If it can't be fixed I need to replace one or the other of these products.

[RokuElmer-H · Accepted solution]

Hi, @JD76!

Thank you for reporting this issue to the Roku Community!

We understand that you are experiencing a distorted sound issue with your DIRECTV service. We would like to take a step in and see how we can better isolate this case.

Could you tell us when did this problem start occurring? Also, do you have any external devices connected to your TV, such as speakers, besides the Roku device? 

You can also try the steps below and see if that helps.

• Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
• Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
• Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

Note: Before proceeding, make sure you have your username and password handy since you will need to sign in again.

If you need detailed instructions, you can refer to this support page on how to resolve a channel playback issue. 

Let us know if you have any other concerns or if you'd like to start a new thread for different issues.

Thanks,
Elmer

[JD76]

I will try your procedure, but I am not optimistic.  To answer your other questions:

- the problem started when I switched from YouTubeTV to DiirectTV Streaming -- about two months ago.

- It is happening on all of my TVs (all Samsung) - no speakers or receivers attached.  Sound is through the TV.

[Techhound]

No they did not. It's still messed up on mine. It's pretty apparent they're never going to fix it.

[RokuJohnB]

Hi @Techhound,

Thank you for posting here in the Roku Community!

We will be more than happy to investigate further this issue that you are having with the YouTube and Direct TV channels. Can you please provide the following information that @RokuElmer-H asked for above? What troubleshooting steps have you taken so far?

With detailed information, we will be able to assist you further.

Thanks,
John

[JD76]

I tried the suggested procedure on all of my TVs.  This morning, it happened again, so it is not fixed. Is this a DirectTV problem?

[RokuJohnB]

Hi @JD76,

Thanks for the follow-up!

After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

Please let us know if there's anything else we can help you with.

Kind regards,
John