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t3hbutt3rs's avatar
t3hbutt3rs
Binge Watcher
4 years ago
Solved

FIXED w/ 11.0! - TCL Roku R635 10.5 Update broke Dolby Atmos & eARC/CEC Devices?

Edit: Roku ver. 11.0 fixed this! eARC is now active every time I turn on my TV. No more crazy fixes needed. Whomever the Roku software reps were that (maybe read this post) and fixed this, THANK YOU. I wish we could bypass the CS dept and go straight to you next time we have issues.
 
Edit 2: Confirmed by a Roku CS Rep, they blame TCL for their botched 10.5 update that broke eARC/CEC devices. They sound like they don't plan to fix, so avoid purchasing the R635 AT ALL COST if you have a eARC soundbar. I have posted the email from them in the replys below. Also, just purchased a R646 Google TV for the same price as my R635, and boy am I glad Roku screwed things up, this TV is wonderful!
 
Edit: Update must be per device. Soundbar works without issue on my older TCL 55S405 10.5.0 4210-30. So something broke with the update on the R635 model. Last day to return my TV is 2/9/22, please fix Roku.
 
I've been watching Netflix/Disney + for a few weeks with my new TCL R635 and Dolby Atmos Vizio M512a-H6. A couple days ago, I noticed the Atmos logo disappeared from the Netflix/Disney + shows. The green light on the soundbar also did not light up stating its playing in Atmos. I did however notice the TV updated to 10.5 and this is when the issues started. Now every time I go to my audio settings after turning on the TV, it shows Stereo, not Atmos/DTS. You go to your CEC devices, and it shows none. After powering off the TV, I'll turn it back on and it shows Stereo until I do a quick fix below to bring Atmos back. That works until I turn off the TV again, then its back to Stereo. 10.5 seems to have broken Atmos, ARC, or eARC compatibility. Saw on reddit, on these forums, a few other users stated a very similar issue with 10.5. Is anyone else experiencing this? I don't want to have to RMA the soundbar an/or the TV.
 
I've also updated the soundbar to the latest 1.3.0.7 firmware, played with TV/Roku setting, swapped HDMI cables, factory reset the TV. Nothing for troubleshooting has permanently fixed this. Heck, even the official Roku Dolby Access app wont play the audio in Atmos until a quick fix is used.
 
My Settings: Audio Output - eARC (Vizio M512a), Digital Output format - Passthrough, HDMI Mode - Auto (recommended)
 
Note, changing the  combination of the above settings all yield the same results.
 
Quick fixes include
  • Refreshing CEC devices
  • Changing Digital output format from Auto back to Pass through, or vice versa.
  • Unplugging the HDMI cable and re-plugging it into the soundbar or TV.
Roku TV - A115X
TCL Model 75R635
Serial Number X0030058SR8D
Software Version 10.5.0 Build 4210-88
Device ID S05GY1A8SR8D
 
Another post on this forum with the same issues that explains it a bit better than myself. (Sorry, it said no similar posts when I posted mine)
  • ma230598239's avatar
    ma230598239
    3 years ago

    This issue was eventually fixed with a firmware update last fall.

  • GuitarMan's avatar
    GuitarMan
    Roku Guru
    4 years ago

    Good to know it's not just me.  I was not sure if it was the soundbar or the TV.  This pretty much confirms that it's the TV.   I'm talking to TCL and it sounds like they might consider replacing the TV or some other option but if the problem is their firmware, I don't think replacing the TV will help.  

    Not quite sure what to do.  I'm going to email them and point them to this thread to see what they suggest. 

    I like the Roku interface but I'm starting to think that Roku TVs, in particular TCL Roku TVs, are not a good idea.  Better to have a TV with another user interface and just attach a Roku device to it.  On my other TV I have a Roku Ultra and while it's not perfect, at least I don't have these problems with it.  My previous TCL was also a 65R635 and it had nothing but problems with soundbars and the audio always being out of sync.  

    • t3hbutt3rs's avatar
      t3hbutt3rs
      Binge Watcher
      4 years ago

      I have 4 TCL Roku TVs, 3 with soundbars, and all seem to have a different issue with Audio/CEC. This new issue being the worst. I'm thinking of going with the R646 Google TV if this firmware isn't fixed or rolled back. I love Roku, but these issues constant Audio/CEC issues are stressing me out. I posted this on Reddit, and another user said he has issues with his receiver and has been working with Roku for months with no fix in sight. Customer service does basic tech support, and I've done way more testing than I'm sure they would suggest. And a replacement seems like a waste of time and we're pretty sure its tied to the 10.5 update. So your right, probably get another TV with a Roku stick.

      I would like to add that every time the TV turns off, you go to the CEC devices, and it shows NONE. You can click on Search for CEC devices, click Refresh, and you get your Dolby Atmos again, if this is a quicker fix for some others with this issue.

      • GuitarMan's avatar
        GuitarMan
        Roku Guru
        4 years ago
        t3hbutt3rs wrote:

        I have 4 TCL Roku TVs, 3 with soundbars, and all seem to have a different issue with Audio/CEC. This new issue being the worst. I'm thinking of going with the R646 Google TV if this firmware isn't fixed or rolled back. I love Roku, but these issues constant Audio/CEC issues are stressing me out. I posted this on Reddit, and another user said he has issues with his receiver and has been working with Roku for months with no fix in sight. Customer service does basic tech support, and I've done way more testing than I'm sure they would suggest. And a replacement seems like a waste of time and we're pretty sure its tied to the 10.5 update. So your right, probably get another TV with a Roku stick.

        I would like to add that every time the TV turns off, you go to the CEC devices, and it shows NONE. You can click on Search for CEC devices, click Refresh, and you get your Dolby Atmos again, if this is a quicker fix for some others with this issue.

        Mine shows a Firestick as a CEC device but the soundbar is often missing even though the TV still turns the soundbar on and off.  The problem seems to be that they can't figure out how to make an eARC port that actually works. 

        Sometimes when I go to Info on the soundbar it reports that it's connected to an ARC port, not eARC.  Other times it does report eARC.  I've asked TCL if there's a way to manually set the port to ARC rather than eARC but they haven't answered the question.  I don't like that you can't disable eARC and just use ARC.  There has to be a way though because it sometimes does it on its own.  On my Sony TV I can turn eARC on or off.  When eARC is off, it works as ARC.  Not sure why TCL can't do this.  And if there is a way, where is that setting?

  • ma230598239's avatar
    ma230598239
    Reel Rookie
    4 years ago

    Hello,

    HiSense TV with Sony STR-DH710 AV receiver connected via eARC/ARC HDMI ports.   AVR worked fine with my previous TV.

    I configured the sound to use the eARC through the Roku menu.   The sound switches to the AVR and plays audio as expected.   

    After powering off and then using the TV another day, by switching on power on my power strip, then pressing the Roku remote power on button, the TV powers on, as well as the AVR, but no sound through the AVR.   I see the Roku main menu after startup, the AVR is able to detect and respond to volume up and down commands from the remote.   But no sound.    

    Workaround - If I manually set the audio output in the Roku settings menu to TV then back to eARC the Roku will handshake and AVR audio will work as expected.

    Workaround 2 - With no sound, if I go to the back of the TV and replug the HDMI cable there will be handshaking and sound will work as expected.

    I notice that when configuring through the Roku audio menu or re-plugging the physical cable, the Sony AVR will see some data and turn on its HDMI and Dolby indicators.

    The Sony AVR takes a few seconds to initialize when powering on.   If I had to guess, it might be the handshaking was sent from the Roku TV when the AVR was still initializing and so the setup didn't work.

    I'd like to be able to hear audio after I turn on the TV without having to do these workarounds.

    • GuitarMan's avatar
      GuitarMan
      Roku Guru
      4 years ago
      ma230598239 wrote:

      Hello,

      HiSense TV with Sony STR-DH710 AV receiver connected via eARC/ARC HDMI ports.   AVR worked fine with my previous TV.

      I configured the sound to use the eARC through the Roku menu.   The sound switches to the AVR and plays audio as expected.   

      After powering off and then using the TV another day, by switching on power on my power strip, then pressing the Roku remote power on button, the TV powers on, as well as the AVR, but no sound through the AVR.   I see the Roku main menu after startup, the AVR is able to detect and respond to volume up and down commands from the remote.   But no sound.    

      Workaround - If I manually set the audio output in the Roku settings menu to TV then back to eARC the Roku will handshake and AVR audio will work as expected.

      Workaround 2 - With no sound, if I go to the back of the TV and replug the HDMI cable there will be handshaking and sound will work as expected.

      I notice that when configuring through the Roku audio menu or re-plugging the physical cable, the Sony AVR will see some data and turn on its HDMI and Dolby indicators.

      The Sony AVR takes a few seconds to initialize when powering on.   If I had to guess, it might be the handshaking was sent from the Roku TV when the AVR was still initializing and so the setup didn't work.

      I'd like to be able to hear audio after I turn on the TV without having to do these workarounds.

      As you can see from my posts above, I have a very similar problem with a TCL Roku.  Been in contact with TCL and they are playing dumb and pretending they've never heard of this issue and are having me jump through all kinds of hoops to help them "troubleshoot" the problem.  

      I just bought this TV in November but I'm past Best Buy's return period.   TCL has been useless, Roku has been useless.  

      My solution is simple but unpleasant - I consider this TV to be a total loss.  I also consider TCL's "warranty" to be non-existent.  Best Buy's return policy is also garbage.  I will relegate this TV to a bedroom in which I don't use an AVR or soundbar and buy a "real" TV from Sony.   All current consumer electronics are garbage but what separates them is the support you get from the manufacturer and the seller.  

      From now on I will only buy from Costco and use external Roku devices that if they break, I'll be out $50 instead of $500.   Given TCL's support, it'll be a while before I consider another TCL product.  Their soundbars are also junk, imo.  

      • ma230598239's avatar
        ma230598239
        Reel Rookie
        4 years ago

        100% it is a software fix.    I put in a ticket with Roku's support.    I had to be pretty persistent to get it sent to their engineers as they initially assumed I suppose I was clueless on either to hook it up or the hardware was bad.    

        I've worked with device software in a previous job so I'm not clueless.

        For my case ( hopefully the same solution will work for your hardware when they release a new Roku OS update)... when the startup HDMI handshake fails the Roku OS should detect and handle it, then send another handshake attempt after 2-3 seconds and it will initialize properly.

        I confirmed this today by first powering on my Sony AVR then turning on the Roku TV with the remote.   The HDMI handshaking works ( I see the HDMI and Dolby indicators on the AVR and the sound works as expected.

        The sound init fails every time when just turning on the TV with the remote ( the AVR powers on at the same time thru the HDMI ARC wakeup signal ).


        Hopefully they will put out a fix fairly soon.

    • ma230598239's avatar
      ma230598239
      Reel Rookie
      3 years ago

      This issue was eventually fixed with a firmware update last fall.

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Hi ma230598239, 

        Thanks for the update. We're glad to hear that the issue is already resolved. Should you have any other concerns, please let us know and we happy to assist you further. 

        I'm going to mark this post as solved as reported it resolves the issue but I hope the information above is helpful, and please follow up here if you find any other solution so that others could benefit.


        Regards,
        Nimfa

  • Warlew's avatar
    Warlew
    Newbie
    4 years ago

    Thank you for all the updates on this! I have been having the same problem since I got the TV.  Did your update for Roku OS 11 come automatically or did you update manually?

    Thanks again!

    • t3hbutt3rs's avatar
      t3hbutt3rs
      Binge Watcher
      4 years ago

      About 2 days after 11.0 released, I did a "check for updates" on my R635 and it updated to 11.0

      I still have 3 other S425's that are still on 10.5 and wont update to 11 yet, but that's alright. On my R635. the soundbar is recognized via eARC now every time I turn on the TV, Atmos works when Netflix is launched. No more settings fixes every time I turn on the TV 😄

      • InigoMontoya's avatar
        InigoMontoya
        Channel Surfer
        4 years ago

        That’s so good to hear! Haven’t received the update on my r635 yet. Must be rolling it out by region. Can’t wait to try it out! 

  • earnric's avatar
    earnric
    Channel Surfer
    3 years ago

    We just got update 11.0 and it seems to work on our TCL Roku as well (with the VIZIO soundbar). Now we can move between PS5 and TV without it dropping the connection to the soundbar.

     

    RS

    • earnric's avatar
      earnric
      Channel Surfer
      3 years ago

      I spoke too soon... still having the problem. 

      After restarting the TV, the soundbar doesn't work. You have to unplug and re-plug-in the arc HDMI cable to get sound out of the soundbar -- even tho the TV and the sound bar say the arc connection is active (and I can control vol with either the soundbar's or TV's remote).

      anyone know of a fix? I can't find one...

      RS

      • earnric's avatar
        earnric
        Channel Surfer
        3 years ago

        The only solution I've found is going to "System" settings and searching for "CEC devices" ... that immediately restores the connection to the sound bar...

         

        So engineers at TCL -- check what that is doing and ensure at startup its initializing the connection to CEC devices correctly.