This issue was eventually fixed with a firmware update last fall.
TCL finally got back to me and they want to send out a tech. Not sure what the point of doing that is if it's a software issue.
I just purchased this TV and had no idea about this issue. If I had, I wouldn't of updated when I set it up. ROKU! TCL! YOU NEED TO FIX THIS! You make great products. You set a new standard for an affordable great looking TV and great streaming capabilities with ROKU . Don't undo all of it by letting this slide. Please put your heads together and figure out the solution. I have 1 month to return this TV, so if it is not fixed by then, I'll have no choice but to return it. Please don't make me to that. I love everything about this TV and I want to support both Roku and TCL. Any sort of update you could give us in the mean time would be greatly appreciated.
PLEASE HELP AND PUT OUT A NEW UPDATE THAT FIXES THE DOLBY ATMOS/EARC ISSUE. PLEASE!
So the TCL repair tech came by today. He saw the issue and agreed it is likely a software issue caused by something in the 10.5 update that is breaking the eARC port.
What is TCL's role in this? My TV is branded TCL, not Roku. Roku is the OS. I'm guessing Roku needs to fix the software but TCL needs to pressure them to do this.
I really don't care who fixes this but it needs to be fixed. As it is, at this point I will not be buying any more Roku TVs. I don't like my entire TV controlled by software that when it breaks, messes up everything. I'll keep using Roku streaming devices but will stay far away from TVs with Roku operating systems.
After a few days with the Google R646, I returned it. The Roku R635 is better in many ways, even with the broken 10.5 update. I've learned to live with "refreshing CEC devices" every time I turn on my TV. Even bought a new soundbar just to rule that out, and same issue. So again, Roku reps, if your reading this, send this to the software team. We've troubleshooted more than we've like to admit. Let us roll back the FW, or push our a fix.
What didn't you like about the new TCL Google tv? I'm curious because I've asked TCL to replace my currently unfixable 5-series Roku TV with one of the Google TVs. So far they've refused and are playing the "send us a picture of...." game with me to delay the process. They're asking me to send pics of things I've already sent them, more than once.
Absolutely horrible support and warranty service. I can confidently say that I will not buy another TCL TV again.
I'm learning that there is a reason why Costco stopped carrying TCL.
