Forum Discussion

shw3esq's avatar
shw3esq
Newbie
2 years ago
Solved

Sounds keeps cutting out on Roku express

I am having the same problem. The Roku Community reply I saw says to try another cable to connect to the Roku & TV.  So are we to assume that everyone who is having this problem has cable issues as o...
app playback
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RokuArjiemar's avatar
RokuArjiemar
Retired Moderator
2 years ago

Hello! RandiJ,

We are sending you a warm welcome from the Roku Community!

Thank you for reaching out to us. We're happy to help.

  • Do you have any other Roku devices?
  • If yes, are the other Roku device(s) experiencing the same issue with the audio?
  • Do you have any other device(s) connected to your TV? (e.g. speakers and other sound systems)

Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

RandiJ's avatar
RandiJ
Channel Surfer
2 years ago

The Roku express is the only item connected to this TV, and I don't have any other Roku devices at this time. The Roku software is up to date - I always double check that first. This is not the first time the sound issue has happened. I can recall at least 2 others - making this one the third since April. 

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    RandiJ,

    Thanks for the update!

    Could you tell us what specific channel or content you're seeing this issue occur on? Is this an intermittent case or does it happen often?

    Keep us posted!

    Thanks,
    Rey

    • RandiJ's avatar
      RandiJ
      Channel Surfer
      2 years ago

      It happens on ALL streaming channels, and like I said before, once it starts it's constant on every show on every steaming channel on this roku. I was able to get it to stop the previous 2 times it did this by unplugging the roku and then plugging back in, doing a restart on the device a couple time, or resetting to factor settings. But this is the 3rd time it's happened since April 2023. And nothing is working this time including changing the HDMI cable. 

      Basically you go to watch a show on any of the streaming services and the sounds cuts out when their is no dialogue or music on screen. So quite senes with just background noice. Nature sounds, foosteps, etc. So 2 people talking on screen and the sounds cuts out when ever they pause. It's really noticeable and very annoying. It's not subtile at all. For example I"m watching an action movie where they are under water. There are water sounds constantly and even just background noise. But if they pause speaking, the sound cuts out and it's complete silence as if it mutes all sound. Then they start taking again and you can hear what they say, but ever pause, even just a couple of seconds between someone talking it goes completely silent - like on mute or something. And before you ask, no it's not the show. It does it on any type of show on ALL of my streaming networks. Hulu, Netflix, Max, Paramount, Peacock. ALL of them. 

      The only constant is the Roku because I even tried a different TV and it still happened.

      I've searched online and I am not the only one this happens too. I see tons of posts out there about the same thing. I did a search for "roku sound cuts out when no dialogue on tv" and there are a lot of posts about this issue. You just flip through all the posts and you'll see. . 

      So in summary. 
      Software is up to date. 
      I've unplugged for 2-10 minutes (even overnight once)
      I've done the in system power restart
      I've check my wifi network which is super strong and this roku sits right next to the xfinity gateway - so it's not that. 
      I've restarted my xifinity gateway
      I've changed the HDMI cable and tried my other small tv

      This keeps happening. How do I fix it for good. 
       

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, RandiJ

        Thanks for keeping us updated.

        We would be more than happy to look into this case and we'll need more information. Can you please provide us with the following information:

        • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
        • 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).
        • A photo or video clip referring to the issue,

        Once we have this information, we will be able to investigate further. We look forward to hearing a response. 

        All the best,
        Kash

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    RandiJ,

    Sorry for the delay in our solution about this and thanks for getting back to us.

    I've dropped you a PM regarding this.

    Thanks,
    Rey