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Jim_Ma's avatar
Jim_Ma
Channel Surfer
3 years ago

[OS 12.0] No sound unless device is power cycled

Hi Kash,

The issue occurs regardless of the device connection and all channels.  The serial is X01000WHWW05 (S02A11HWW05).  Software version 12.00, build 4184-C2, GC version 9.2.113.  The issue ID is 05-215-409.

Thanks so much!
Jim

app playback

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  • Jim_Ma's avatar
    Jim_Ma
    Channel Surfer
    3 years ago

    Any updates to fix this issue?  My Roku Ultra has no sound on power on, takes about 5 minutes then sound comes on. Thanks.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Jim_Ma,

      Thanks for your first post in the Roku Community!

      We understand that you are facing a sound issue with the Roku Ultra and We will work with you to know what went wrong so we can assist you further and fix the issue but we need more details.

      Here are a few questions here to better understand what you're experiencing:

      • When did this issue first start occurring? 
      • Does the issue only occur on a specific channel or all channels on your Roku device? 
      • Is your Roku device directly connected to a TV or through another device such as an audio/video receiver (AVR) or sound bar?
      • What troubleshooting steps have you taken so far to try to resolve the issue?
      • Have you tried taking a look here in our Support resources and following the steps to resolve the sound issue? What to do if you do not hear sound from your Roku® streaming player | Official Roku Support

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


      Best regards,
      Mary

      • Jim_Ma's avatar
        Jim_Ma
        Channel Surfer
        3 years ago

        Hi Mary,

        it started a couple of weeks ago, with all channels.  It runs through a AV receiver and the settings are correct.  As far as troubleshooting, I have restarted the Roku several times, checked cabling, performed a factory reset, software updates, et al.  I have also swapped out the Ultra with a Roku 3 that I had on another TV, and all works perfectly with the Roku 3.  I have also been through the support docs.

        The Roku Ultra is only about 2 years old.  Any other recommendations or thoughts?  Thanks so much!

        Jim

    • usedtobeagoodTV's avatar
      usedtobeagoodTV
      Channel Surfer
      3 years ago

      Jim, I don't have a box, I have a TV with ROKU builtin. So my "fix" may not apply to your box.

      I changed the power setting from "standby" to completely off, meaning it takes a little longer to turn on.

      It does seem to help. Now, the sound issue, when it happens, is local to a channel.

      But FYI, I will never buy a stream specific TV again.  The ROKU screen saver keeps trying to install the Disney channel, which is stupid because it requires a subscription.  It's annoying to keep having to refuse ads and cancel installs (caused by "updates").  Not too "smart", it doesn't understand "no".

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    3 years ago

    Hey Jim_Ma 

    Thanks for keeping us updated!

    We really appreciate you for providing the information.

    Please be aware that we are currently investigating this issue, but it would help if you provided additional information. Can you provide the name and brand model information of the AVR that you are using? Also, have you plugged your Roku device directly into the TV and are you still experiencing the issue?

    In the meantime, we really appreciate your patience, and if there's anything else we can further assist you with aside from this, please let us know.

    Looking forward to your response.

    All the best,
    Kash

    • Jim_Ma's avatar
      Jim_Ma
      Channel Surfer
      3 years ago

      If plugged in direct to the TV, the issue still occurs.  I have tried two different AV receivers with no change.  One is an Onkyo TX-NR626 and the other is a Yamaha TSR-700, no change.

      Thanks so much!

      Jim

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        3 years ago

        Hey Jim_Ma,

        Thanks for the follow up!

        We have passed along the additional information to the appropriate Roku team. In the meantime, we appreciate your patience and understanding regarding this matter.

        If there's anything else we can further assist you with aside from this, let us know.

        All the best,
        Kash