Forum Discussion

Kota2001's avatar
Kota2001
Reel Rookie
2 years ago

Audio not working in apps

My Roku TV stopped playing audio in apps I can hear the clicking scrolling threw the menu but not on Netflix etc I've tried unplugging and plugging back in system restart resetting the audio and ever...
RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi Kota2001,

Greetings from the Roku Community!

We'll be more than delighted to assist you further with this issue that you're experiencing. May we know if you had another device/s connected to your TV? (e.g. speakers and another sound system) When did the issue start?

We'll wait for your response, and we will continue to assist you further.

Thanks,

John

Kota2001's avatar
Kota2001
Reel Rookie
2 years ago

Hi RokuJohnB this started about 2 days ago the TV isn't even a year old and no nothing has ever been connected to it besides my PlayStation or my Nintendo switch through the HDMI cord

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Thanks for the update, Kota2001!

    Have you tried removing those connected devices from your TV and then trying again to see if you're able to hear any sound on those channels?

    Keep us posted.

    Thanks,

    Rey 

    • Kota2001's avatar
      Kota2001
      Reel Rookie
      2 years ago

      RokuERey 

      Yes I've unplugged the HDMI cord. I've factory reset the TV I've done a system restart reset the audio settings I've unplugged the TV and plugged it back in and mothing has worked 

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Hi Kota2001,

        Thank you for keeping us in the loop, and we appreciate all the troubleshooting steps you took.
        It seems that this issue may need an in-depth investigation. That being said, would you be so kind as to provide us with the following information:

        • Roku device or TV 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).

        Once a few more pieces of information have been gathered, we can pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

        Sincerely,
        Janadee