Solving playback issues

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reaperbeater
Level 7

Roku Ultra sound pauses on all streaming channels

I have two Ultra devices. Both are having a pause in audio every few minutes for 1-2 seconds. This happens regardless of what streaming channel is in use. Cable internet, router, TV and Roku devices all powered down and restarted without a change.  Are there any fixes?

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8 REPLIES 8
RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra sound pauses on all streaming channels

@repeaterbeater

Thanks for the post.

We would be more than happy to look into this issue for you. 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)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Mpaulbeck
Level 8

Re: Roku Ultra sound pauses on all streaming channels

Same thing happens on one my Roku devices.  What did you find out with 👆🏻This persons issue ?

RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra sound pauses on all streaming channels

@Mpaulbeck

Thanks for the post.

We would be more than happy to look into this issue for you. 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)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Mpaulbeck
Level 8

Re: Roku Ultra sound pauses on all streaming channels

Thank you for your reply.  The issue occurs only when using DStream, on all channels.  DStream is directtv’s streaming service.  

We are using 4660X, serial number YJ005W885959.  Software 10.5.0 build 4198-46.   Device ID is CK3915885959

thank you for your help 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra sound pauses on all streaming channels

@Mpaulbeck

Thanks for the post.

If other channels are working correctly, and you only experience this issue on the DStream channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Mpaulbeck
Level 8

Re: Roku Ultra sound pauses on all streaming channels

Here’s the trouble with that theory - I have 3 other Roku devices, and it does not delay on any of them.  So using the same logic, DirectTv will conclude it’s not their issue, but rather Roku’s.  Which puts me in a tough spot. 

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Mpaulbeck
Level 8

Re: Roku Ultra sound pauses on all streaming channels

What are your thoughts ?

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Mpaulbeck
Level 8

Re: Roku Ultra sound pauses on all streaming channels

I’m still looking for help on this topic.  I’ve given you many specifics that points this topic back to Roku. 

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