Forum Discussion

rtexas's avatar
rtexas
Streaming Star
3 years ago

Sound issues with Roku Ultra and Samsung TV

We have several Roku Ultras that we use with our Samsung TV's.  We have a constant problem of no sound coming out of our TV.  We have tried switching HDMI inputs and changing HDMI cords.  We have also tried changing the Digital Output Format to Stereo from Auto on the Samsung TV.  All our TV's are connected with ethernet.  The problem does resolve when we unplug the power to the Roku but it is annoying to have to do this multiple times per day on each TV.  Is this a known problem with Roku Ultras and Samsung TV's?  Roku Ultra (4800 series) 

Audio Support
  • Urbanboomer's avatar
    Urbanboomer
    Channel Surfer
    3 years ago

    Having similar issue. Roku ultra/Samsung TV. After pausing there will be no sound. The only way to resolve this is to disconnect the power cord and plug it back in.

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      rtexas Urbanboomer

      Thanks for the posts.

      We would be more than happy to look into this issue for you, but will need more details. 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)
      • brand and model TV you are using
      • 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 investigate further.


      Thanks,
      Danny

      • rtexas's avatar
        rtexas
        Streaming Star
        3 years ago

        Roku Ultra (4800 series) 

        Here is another example on our Samsung UN40MU7000.  I was watching a recorded show on YouTube TV and then paused the show for 10 minutes.  When I wanted to watch the show again there was no sound.  

  • peterac's avatar
    peterac
    Channel Surfer
    3 years ago

    Same issue with new one I received Saturday. Software up to date. No sound bar. Just TV speakers on old Samsung TV. Had Roku stick+ hooked to it prior for years. This one I put on Ethernet. Had to hard reboot with power cord. Remote Restart did not fix anything. No sound on any app. Also seemed to be slow prior to power reboot. Do not have any  other devices connected, used everything that came with Ultra 4802R. Have 2 other much older Rokus on TV's and never had this issue. Strange. Will keep an eye out on this. Tx. I see by posts a lot pf others having same issue.

  • rtexas's avatar
    rtexas
    Streaming Star
    3 years ago

    I forgot to add that we do use the earbuds occasionally.

  • rtexas's avatar
    rtexas
    Streaming Star
    3 years ago

    Here is another example of no sound when turning on the Roku for YouTube TV on our Samsung UN40MU7000.  Roku Ultra (4800 series) The issue does happen on other channels such as Prime Video, Netflix, HBO Max but I don't watch those as often.  As usual, I fix by disconnecting the power from the Roku and then reconnect.

    Any updates from the Roku team looking into this issue?  

    Thank you