Forum Discussion

LotharK's avatar
LotharK
Channel Surfer
11 months ago

Roku Ultra Sound suddenly stopped working

Hello, seems that I have started to have the same issue. I have the Roku Ultra 2, model 4802X. Software version 14.0.  It is hooked up to the tv with a HDMI cord. The no sound started last night, I u...
app playback
LotharK's avatar
LotharK
Channel Surfer
11 months ago

Changed the HDMI cable, and the HDMI port, and on another TV. It still happens randomly. Re-start the unit and all is OK for a bit. Having to restart it while watching a movie or a show stinks. Unit is 2 years old, I believe it is the unit or the software upgrade.

 

 

RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
11 months ago

Thanks for keeping us posted, LotharK!

Since the issue is still persisting, we'd like to dig into it further so we can get this sorted out. 

To help us in the investigation, could you provide your device details such as...

  • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
  • If this is happening only on a specific channel, please also provide the Channel build version (Highlight the app from the Home Screen and press the Star * Button).
  • Short video of the exact behavior of the issue.

Your cooperation will lead us one step closer to resolving this issue. 

Looking forward to your response,
Emman

  • LotharK's avatar
    LotharK
    Channel Surfer
    11 months ago
     

    I started to watch tonight and was about 30 mins into the program. It happens on on several different apps. I think this is what your looking for?

     

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      11 months ago

      Hi, LotharK.

      We appreciate you getting back to us and providing the necessary details to give us a better understanding of your concern. 

      Since we already have your device information, we'll make sure to pass it along to the appropriate Roku team so they can conduct a thorough review and investigation.

      Please stay tuned for any progress on this issue. 

      Thanks,
      Emman

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        11 months ago

        Hi, LotharK.

        How's everything going? We just wanted to gather more information about the issue you're experiencing. 

        Is your TV connected to a sound system? Also, is the audio issue occurring on all channels or just one specific channel?

        We are anticipating to hear from you soon. 

        Thanks,
        Emman