This started yesterday. When switching channels or shows within an app, or changing apps, the sound stops. We have to turn our TV off and then back on to reignite the sound.
We made certain this didn’t occur on the TV (Visio smart TV), with Roku detached. We have also unplugged power on Roku device for several minutes to reset as well.
Looking for a next step/advice.
Having exactly the same issue, just started yesterday with no problems previously. Can’t figure out the fix. Any help would be greatly appreciated
same issue, need help or I will purchase a better product, fed up!
Same. Started a few days ago. Happening on all apps, especially with Hulu when the switches to or from commercials. Have to back out of the app to Home to fix usually. Occasionally just jumping back or fwd in time helps. Sometimes the Roku has to be reset. It takes an hour to watch a 25-minute show. Please fix!
Also an occasional blip in the audio when it is working.
A faster Band-aid seems to be turning the TV off and back on -- hope that helps someone.
Hi everyone,
Thanks for the posts.
We would be more than happy to look into this issue. Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
Thanks,
Danny
This just started a few days ago. NetFlix works fine using the controller and smart TV - without using Roku. Using Roku, NetFlix opens fine but as soon as I select a show/moive the sound fails. Sound also fails when moving forward in the movie. Vizio TV, M-437-G0, Version 2.70.33-1 All products are up todate on SW.
My sound drops when going into apps. Tv works fine. HELP
Has anyone gotten any information from Roku about this yet? I usually have to switch to a different input on my tv, then switch back to Roku to get sound. It’s odd. For example, when I select Netflix, as I’m scrolling through selections, the automatic previews will play with sound, and once I select a something and it loads, there will be no sound. Like I said, I have to switch my tv input to something else, the back to my Roku input to get sound.
No answer as of yet. do you have a Visio TV by any chance> Your description is much the same as others.
Yes, I too have a Visio tv. It’s got to have something to do with their updates.
Same exact thing or me - and yes, I have 2 Roku streaming Sticks on two different Vizios and it has been happening on both of them - Danny?????
Same here with a Vizio TV!! Happens with a lot of apps notice it most with Netflix since that is what I use
report tracker
model: 3941x - Roku express 4K+
serial number : x01600EC5yxa
software version : 10.5.0 build 4208-cr
timestamp 2022-01-17t02:00:04z
issue Id xs-023-160
same thing happens with my system
I have deleted and then added back NetFlix. It made no difference. I am concerned that there is little to know recent communication from Roku. As many have stated before, the prior release of software worked just fine. Clearly, there is an answer - look at the changes in the new release vs. prior.. An update from Roku would be appreciated.
Is there any resolution to this yet? I keep having the same problem. My TV is not a Vizio it's a Samsung and I have a Roku Ultra 4K
Thanks for the post.
Can you please clarify the issue you are experiencing? Are there any external audio devices connect to your home setup? What are the steps to reproduce the issue you are experiencing?
With more detailed information, we will be able to assist you further.
Thanks,
Danny
Hi Danny. When I switch from one app to another, like watching Netflix and the sound works, then when I switch over to Hulu or any other app, the sound stops. The sound does work on the hulu home screen, but when I open another app, it stops. I have a sonos system connected for audio. The fix is turn the TV and Roku off and then back on and it fixes it.
calling RokuDanny-R
I have a new Ultra with the latest software version. I have a TV that worked well with an old Roku3. The Ultra correctly detected my TV as 1080 (not 4k or HD). The Ultra worked well with all apps for a couple weeks. Then, the audio stopped working ONLY on the FreeVee app and ONLY on the shows. The audio worked while navigating the app.
Yesterday, we had our first HDCP error. I followed the instructions to "reset" everything. The same FreeVee audio problem exists. But then, on other apps (NetFlix, Paramount, etc), the sound worked on the shows but not on ads (a feature?). Then today, while watching a series on Paramount, one episode had audio, the commercials had no audio, and then the next episode had no audio. So, I checked other apps. Audio workes on the Roku and app navigation screens, but none of the shows on any app have audio. Oddly, the ads on Hulu do have audio.
These audio problems have been happening to a lot of people since the new software came out months ago. Don't ask for my serial number, etc. because it obviously does not matter. This has been happening to many different Roku devices with many different TVs. It must be a problem with the software. When will it be fixed? It not soon, can I return my Ultra for a refund?
So today, I gave up and just using my smart tv function. I turned the Roku off and on multiple times. Unplugged it. Nothing works make the sound work inside of the apps. So now, it's useless and I have to use the apps on my smart tv which DO have sound. Please fix this.
LotionBasket Maddoxbev7 OldManOnABike
Thanks for the posts.
We would be more than happy to investigate the issue further, but need more detailed information. Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
-steps to reproduce the issue you are seeing
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
Thanks,
Danny
Try changing Settings/Audio/Digital output format = Passthrough and see if that improves (not eliminates) the dropouts/missing audio.
Otherwise, you are correct - the missing audio/dropouts have been a longstanding (many years) problem all different models/SoCs and firmware versions; however, they ARE worse with newer RTD131x SoC-based models and newer RokuOS versions (somewhat opposite the HDCP issues, which have improved with newer RTD131x SoC-based models and firmware versions, though of course still significantly remain), and especially worse with models that include Dolby decoders (4800/4802).
As per usual Roku software engineering incompetence, they are simply and utterly incapable of addressing the issue in any substantial way (they lack the requisite skills/knowledge/competence level), just as with other issues (e.g. HDCP errors).
