Forum Discussion

RokuMaryEF's avatar
RokuMaryEF
Community Moderator
2 months ago

[Under Investigation] Audio Issues on Hisense Roku TV After Update

Hi everyone,

We’ve received reports about audio issues on Roku TVs after the recent software update.

Status Update 5/16: Our team is aware of the issue and is currently working on a fix.

In the meantime, please try the following workaround:

  • Avoid using the “Speech” or “Auto” sound modes.

  • Switch to “Standard” sound mode (or any other mode except Speech/Auto).

  • Make sure “TruVolume” is set to OFF.

OR

  • Go into the “Customize” menu for the selected sound mode and turn OFF VirtualX.

We’ll update this thread as soon as we have more information.

Thanks,
Roku Community Team

Under Investigation

80 Replies

  • CordCutter2020's avatar
    CordCutter2020
    Channel Surfer
    2 months ago

    My Hisense TV updated to Software Version 14.5.4 Build 5944 3 days ago. Now the sound while watching TV needs to be turned up past 60 in order to hear it. This makes the sound of the click on menu items or apps really loud and the lead in to some apps just blasts out but all the shows we try to watch have no volume.

    • HisenseUserN's avatar
      HisenseUserN
      Channel Surfer
      2 months ago

      I have a 58” Hisense Roku television and the latest update is doing some very odd things to the sound on all content.  The local news runs some music under their stories sometimes and the new software makes that background music extremely loud and harsh while not changing voice content.  This happens on all streaming content with no way to stop it.  Commercial music blares now too.  Put it back the way it was before please.  This update is terrible. The sound processing algorithm was better before.

      Software version: 14.5.4

      Build: 5944

      • Kandygrrl's avatar
        Kandygrrl
        Newbie
        2 months ago

        My parents have the exact same problem for several days now.  Watching a sporting event is awful because you hear all the crowd noise and barely anything from the announcers.

    • testmonkey83's avatar
      testmonkey83
      Newbie
      2 months ago

      Same exact problem. All the apps have super low volume but the menu is really loud. Any resolution yet?

      • tomtom18's avatar
        tomtom18
        Reel Rookie
        2 months ago

        The update you installed yesterday changed the look and sound of my Hisense 58R6E3 TV.  I'm ok with the new looks but the volume is suddenly too low.  I used to turn it up to 15 on LIVE TV  and 30 on DVR (all HDMI connected devices are lower).  Now I have to turn LIVE TV up to 50 and HDMI up to 80.   I have done a restart and unplugged it for a minute.  It's not on my end, your update is to blame.  You didn't do that on purpose, did you?  Please let the programmers know about their mistake so they can fix it quickly, before my refund window expires.

    • Crz4taz's avatar
      Crz4taz
      Newbie
      2 months ago

      Same issue for us.   Theatre and speech settings are low, changed to bass and it is fine on all other settings but theater has to be up to like 60.  We are using the remote and tried a system restart, no luck

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        2 months ago

        Hey Crz4taz CordCutter2020 and testmonkey83,

        Thanks for sharing this concern. We'd like to take a closer look at this issue.

        Could you please clarify if the issue occurred on the menu screen, during streaming, or in a specific app?

        Also, share with us the following:

        • Exact Roku TV model
        • Make and model of any external audio device (if applicable)
        • Tracker ID, Software version, and build (press Home 5x and Back 5x). It would be helpful if you could share a screenshot of the Issue report tracker screen, too. How do I insert an image in a post?

        We're looking into it.

        Roku Community Team

  • Mcat12's avatar
    Mcat12
    Channel Surfer
    28 days ago

    Topic should not be marked as Solved if it is indeed Under investigation. It's annoying having to constantly unplug the TV. And a little more information as to where these settings are would be helpful! These are not in Settings - Audio (on a Roku TV)

  • charlysotelo187's avatar
    charlysotelo187
    Newbie
    25 days ago

    Not only is this a ridiculous, product-breaking bug. How the heck did this get past testing? More shockingly, how has a fix still not been prioritized and shipped out within 24 hours after it being reported?

  • RokuMaryEF's avatar
    RokuMaryEF
    Community Moderator
    2 months ago

    Hi everyone,

    We've seen several reports about audio problems on Roku TVs following the latest software update.

    Status Update – 5/16: Our team is aware of the issue and is actively working on a fix.

    While we work on a permanent solution, you can try this workaround in the meantime:

    • Avoid selecting “Speech” or “Auto” sound modes.

    • Use “Standard” or any other sound mode instead (excluding Speech/Auto).

    • Ensure “TruVolume” is turned OFF.

    • Alternatively, open the “Customize” menu for your selected sound mode and turn OFF VirtualX.

    We’ll keep this thread updated with any new updates.

    Thanks,
    Roku Community Team

  • ChuckF's avatar
    ChuckF
    Channel Surfer
    2 months ago

    I tried this on my Hisense  6Series-50 TV and it did help but still not right.  However, I think it's interesting that on my TV when displaying a Live TV Talk show which was only dialog that turning "off" TruVolume raised the volume level of the programming.  Typically Volume Leveling settings will lower high sound levels and raise low sound levels with dialog not being effected at all.  Not sure why changing this setting would have any effect on this type of programming.

  • EricRN's avatar
    EricRN
    Reel Rookie
    26 days ago

    I am having to unplug daily to reset. Turning it off just doesn't work.

  • AJer's avatar
    AJer
    Binge Watcher
    21 days ago

    Has anybody had problems where the audio is completely muted even though you have not pressed the mute button?    And pressing Vol up/down does nothing to change it.

    Also, can somebody please explain how you get to the settings referenced above; i.e.: "Speech / Auto" or "TruVolume"?

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    13 days ago

    Hey everyone!

    Status update 6/6: Just a quick heads-up from the team. If you're still running into any problems, we suggest doing a software update on your Roku TV and seeing if that does the trick!

    Here's how:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Software update
    5. Select Check Now to manually check for updates

    We'd like to know if that works. Please keep us posted!

    Roku Community Team

    • ChuckF's avatar
      ChuckF
      Channel Surfer
      12 days ago

      No new updates yet even after manual software update.....

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        12 days ago

        Thanks for the update ChuckF​!

        Can you share the latest software version you have so we can check it out?

        Thanks again,
        Roku Community Team

  • Richard025's avatar
    Richard025
    Channel Surfer
    10 days ago

    Yesterday I sent a detailed message regarding this issue but now I don't see it. I see that the problem is marked as solved. Please advise me on the status of this "unsolved" problem.

    • MMW's avatar
      MMW
      Channel Surfer
      9 days ago

      No, not yet. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      7 days ago

      Hey there, Richard025​.

      Thanks for chiming in!

      Have you tried checking for a software update? If so, can you share the latest software version of your Roku device?

      We'll wait for your reply!

      Roku Community Team

      • MMW's avatar
        MMW
        Channel Surfer
        6 days ago

        I can’t even see the menu on the left to see what I have to choose.