DirecTV Stream Sound Issues

Hi @tstar49, we understand how important it's for you to enjoy the service in a smooth way. 

Technology compatibility between our DIRECTV STREAM app and the streaming devices is one of the main reasons of some common issues. Please take a look at the compatible devices.

Remember you can also enjoy the best of our streaming experience in other devices, such as cellphones, tablets or directly from a browser. 

Maria, DIRECTV Community Specialist

Actually my device is a Roku 3920X (a compatible device according to your list).  I also have a Roku Ultra 4800X (which isn't listed on the compatible list).  Both have the same sound problem.  No other apps (HBOMax, Hulu, Netflix, Prime, etc) have this problem.  I think that says it all.

@tstar49, thanks for the details provided, we're here to help.

How long ago did you notice this issue for the first time? Please also describe to us in detail what you're experiencing with the audio on your Roku 3920X, we'll investigate the reason behind this situation. 

Thank you. 

Maria, DIRECTV Community Specialist

I've had DirecTV stream for about a month.  It has happened intermittently from day 1.   Volume decreases or gets static.  Changing channels fixed it.  Only happens with DirecTV stream app.   Does the same thing with my other Roku Ultra device.

@tstar49, I appreciate the update. 

Quick question, is the Roku Player connected directly to the TV or through an AVR? This information will help us to work on the right troubleshooting. 

Maria, DIRECTV Community Specialist

Directly to TV via HDMI cable

@tstar49, got it, thanks for sharing. 

Have you tried to change the HDMI cable and connect it to a different input? If not, please get it done while ensuring the cables are snugly attached at both ends of the TV and Roku Streaming Device, to the corresponding same color connections between both. 

Once done, let us know if you notice any change in your audio, or if the issue persist.

Maria, DIRECTV Community Specialist

I'll give it a try, but given the fact that both TVs are having the same problem intermittently, and many  community members describe exactly the same issue with the DirecTV stream, I don't really have much hope.  To be honest it sounds purely like a DirecTV app problem, since none of the other streaming service apps seem have this problem.

I understand your point.

Please keep us posted on how everything goes after following our recommendations, we're here to help.

Karen, DIRECTV Community Specialist

The problem with sound that occurs most often for me is that sound just stops while the streaming video continues. Change to another channel and right back and it fixes the problem everytime. Happens everyday, sometimes every few hours.

Hello @rossfoard, we are here to help improve your experience with the audio on your DIRECTV STREAM service. 

Please try these options to see if this resolves the issue:

1. Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.

2. Check audio settings on your device using your remote: Press the Home button, then Settings > System > Remote & Devices > Program Your Remote > Advanced Remote Program > Switch Volume Control.

3. make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.

4. Connect your device to a different input to see if you can hear sound.

Find more tips on how to fix audio issues here:

Let us know how it goes.

Hailey, DIRECTV Community Specialist

If I simply change to a different channel and back it fixes the issue. It is not the Roku or the connections, it is Directv Stream app. It is only that app, the other dozen apps do not have this problem.

@rossfoard, thank you for sharing this with us.

Can you try to uninstall and install the app? To check if this fixes the issue, also please let me know if this audio problem happens on all the channels or in a specific one.

Make sure the app is updated to its latest version.

Let us know how it goes.

Hailey, DIRECTV Community Specialist

Rossfoard:   This is exactly what everyone is saying.  Seems like DirecTV is using a bot to give troubleshooting advice for audio issues.  Same answer every time which doesn't fix the problem.