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 als...
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.  

    • Urbanboomer's avatar
      Urbanboomer
      Channel Surfer
      3 years ago

      Same here. No audio after a pause. Not always but way too much. Only way to rectify is to pull the power cord and then plug back in 

  • rtexas's avatar
    rtexas
    Streaming Star
    3 years ago

    Danny,

    No sound occured with the Roku 4800X-Roku Ultra, Serial #X010003D5US8, Device ID S02A20DD5US8, Software version: 11.5.0-Build 4312-C2.

    Samsung TV Model: QN65Q70RAFXZA

    Sound issues occur with many different channels.  This incident occured while trying to watch YouTubeTV.

    Thanks for your help.

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

      rtexas

      Thanks for the posts and providing us with your information.

      I have passed along your concerns and details to the appropriate Roku team to investigate further.


      Thanks,
      Danny

      • rtexas's avatar
        rtexas
        Streaming Star
        3 years ago

        Here is another example of no sound when trying to watch YouTube TV from my Samsung QN65Q70RAFXZA. Roku Ultra (4800 series) 

    • rtexas's avatar
      rtexas
      Streaming Star
      3 years ago

      Here is another incident of no sound when using Roku while trying to watch YouTube TV. 

      Samsung TV UN40MU7000

  • rtexas's avatar
    rtexas
    Streaming Star
    3 years ago

    No sound on same tv-Samsung QN65Q70RAFXZA.  #Roku Ultra 4800X.  Trying to watch Netflix.  If I unplug Roku power it will resolve problem but hate to do this multiple times a day.  Thanks for your help.