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Get help with Roku streaming issues

Troubleshoot AT&T TV app streaming, video, and sound problems on your Roku player.


General tips

Roku players
Important: When you set up your AT&T TV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the AT&T TV app on your Roku will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your AT&T TV device.

Roku mobile app
  • Make sure your mobile device is fully charged and connected to the internet.
  • Check your app store for updates to your AT&T TV and Roku apps.
  • Delete the AT&T TV app from your mobile device and download it again.
  • Check for software updates for your mobile device.
  • Restart your mobile device.

Video playback

Having pixelated or no video, video that’s out of sync with audio, or other video issues on your Roku? Try these options:
  • Turn your TV off and back on.
  • Make sure your Roku player or TV isn’t in standby or screensaver mode by pressing any button on the Roku remote control. If the player responds, it’s working normally.
  • Check the video input cable to make sure it’s firmly connected to your Roku player and to the HDMI or composite connector on the TV.
  • Try disconnecting and reconnecting all Roku cables, including the power cable.
  • Make sure your Roku Streaming Stick is snugly connected to your TV’s HDMI port, if applicable.
  • Be sure you selected the correct TV video input (or source) that your Roku player connector is connected to. Or, try a different input.

Sound issues on Roku players

If the AT&T TV app launches on your Roku player, but doesn't play any sound, plays sound that’s out of sync with video, or has other sound problems, try these options:

  • Check the volume level and mute settings on your TV and any audiovisual (A/V) receivers you may have.
  • Try changing the cable or changing the A/V cables, one at a time. Composite cables are usually red and white.
  • Make sure that any composite cable sound connectors are snugly attached to both the Roku player, the TV, and any A/V receiver.
  • Connect your Roku player to a different input to see if you can hear sound.
  • Check or change your Roku audio settings by selecting Home, then Settings, and finally Audio.
    • Set HDMI and S/DIF to Dolby/D.
    • Set HDMI to PCM-Stereo.

For more help with Roku issues, visit Roku support.
Last updated: August 13, 2020

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