Forum Discussion

_gN16-cw's avatar
_gN16-cw
Channel Surfer
3 years ago

[OS 12.0] seems to have broken eARC soundbar setup

I have a TCL Roku TV (Model 65R655) set up with a VIZIO M512a-H6 via HDMI-eARC. Great setup, has been working without any issues for months. Last week the soundbar suddenly stopped playing sound without (I thought) any change to the setup. It still appears in the Audio devices, and I can control the volume and mute settings via eARC no problem, just doesn't play any sound (I have verified that the soundbar does play sound from a computer via HDMI in or via bluetooth). If I choose the TV speakers, I do have sound. 

I dug around a bit and saw that this was right around the time that the first build of the 12.0.0 software version of the TV was installed. Coincidence? Maybe, but I highly doubt it. I since then upgraded to the new build (still 12.0.0), but the issue remains. 

I've tried a number of debugging steps, incl. factory resetting, disconnecting and reconnecting the sound bar, but to no avail so far. 

Is anyone else having a similar issue? 

My TV details:

Model: 65R655
HW ID: J102X
Software version: 12.0.0 build 4176-DK

My soundbar details:

Model: VIZIO VIZIO M512a-H6
Firmware version: 2.1.0.4

 

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi _gN16-cw,

    Welcome to the Roku Community!

    Thanks for letting us know about the behavior you're seeing with your Roku TV and all of the troubleshooting you've done. We would like to know what went wrong so we can assist you further and fix the issue but we need more details.

    In addition to the details, you've provided. Can you please provide us with the following information:

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by 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

    We look forward to hearing from you and looking closely into this issue. Thank you!


    Best regards,
    Mary

    • _gN16-cw's avatar
      _gN16-cw
      Channel Surfer
      3 years ago

      Sure 

      > Roku device model, serial number, device ID, and software OS/version

      • TCL model: 65R655
      • Serial number: X02100M0J8UN
      • Device ID: S0GV5270J8UN
      • Software version: 12.0.0 build 4176-DK


      > Does this issue occur on a specific channel?

      No, it occurs even in just the main TV menu (does not output menu sounds)


      > tracker ID

      UN-155-401


      > steps to reproduce the issue you are seeing

      None, really - turn on the TV, observe that the soundbar is connected and can be controlled by the TV remote via eARC, but that it doesn't output sound. As stated above this started happening suddenly, without making any changes to the setup - though suspiciously close to the time of a recent software update to OS 12. 

       

      Thanks

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

        Hi _gN16-cw 

        Thanks for the follow up regarding the issue you are experiencing.

        Can you please provide us with a photo of the Audio output format screen in your Roku TV? You can access this screen by navigating to Settings > Audio > Digital output format.

        In addition, if your settings are set to Custom, can you please provide us with a photo when you navigate to Custom.

        Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.


        Thanks,
        Danny

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

    Hi digitalant, 

    Thanks for getting in contact. 

    I have passed along your concerns to the appropriate Roku team to investigate further. Once more information is available, we'll be sure to update this Community thread.

    We will continue to work on this problem and provide updates as necessary.

     

    Regards, 
    Nimfa

    • digitalant's avatar
      digitalant
      Binge Watcher
      3 years ago

      Thanks. I checked for updates to the OS today and nothing. I am also unable to revert back to 11.x 

       

      RokuNimfa-C any advice on rollback since my system setup is currently inoperable through the speakers. 

      • RokuAustin's avatar
        RokuAustin
        Community Manager
        3 years ago
        digitalant wrote:

        Thanks. I checked for updates to the OS today and nothing. I am also unable to revert back to 11.x 

         

        RokuNimfa-C any advice on rollback since my system setup is currently inoperable through the speakers. 

        Hi digitalant! We've moved your device back to OS 11.5. Check for the new "update" under by checking for a system update again and you should see it loaded onto your player.

        Let us know if downgrading your device to 11.5 solves the issue or not. We await your response!  

  • MoldyPilot's avatar
    MoldyPilot
    Reel Rookie
    3 years ago

    I’m having this same issue with a Samsung soundbar. My tv details are 

     

    Model:TCL 75R655

    Hardware ID:J103X

    Software Version: 12.0.0 build 4181-DK

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi MoldyPilot,

      Welcome to the Roku Community!

      We're sorry to hear that you've been having this trouble with the eARC setup that is no longer working after an update.

      In addition to the information you have provided, can you please provide the 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)? In addition, kindly provide what is the model of your Samsung soundbar.

      Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


      Best regards,
      Mary

      • MoldyPilot's avatar
        MoldyPilot
        Reel Rookie
        3 years ago

        Issue report tracker

        Model: J103X - Roku TV

        Serial number: X0210041LCKE (SOGW5281LCKE)

        Software version: 12.0.0 • build 4181-DK

        GC version: 9.2.45

        Timestamp: 2023-05-05T01:59:43Z

        Please use issue ID KE-178-679 to report the current

        issue.

  • _gN16-cw's avatar
    _gN16-cw
    Channel Surfer
    2 years ago

    An update here: Unfortunately downgrading the software did not help. Ultimately fixing this required replacing the logic board (thankfully TCL support came out to do this, free of charge - kudos to them).