Thank you for the updates.
Please try adjusting the sound by pressing * and going to sound settings during playback. If so, we’d like to see how those settings are set. This could be an audio issue with a specific commercial; if you experience it during any commercial playback, can we get a video recording?
For more detailed instructions, please check it here: How to change sound settings on your Roku audio device|Learn about sound modes
Please keep us updated.
Best regards,
Arjiemar
It’s not just during commercials, it happens during shows also. It’s very random. Another test I just tried was unplugging the soundbar. I went back to a show and the sound did not drop where it did before. This leads me to believe it is something in the TVs HDMI-ARC circuitry since the soundbar worked fine in the Hisense Roku equipped TV I prior to this one.
I don’t get many options for audio since I’m connected to the soundbar. Tomorrow I can see if I still have an optical cable and test the volume drops with that.
I tried a couple of other things. I'm basing my testing on a recording I have and when the scene changes, the volume drops down real low. I'm using this since it's available as an example. As originally stated, the sound bar worked fine on a previous ROKU TV made by Hisense. Here are the results.
ROKU TV
Connected to HDMI-ARC, sound level drops
Connected to optical, no drop
Using TV speakers, No drop
I then moved the soundbar to a different TV in another room that has a ROKU device on it. I used the same recording on it.
Using TV speakers, no sound drop
Connected to HDMI-ARC, no sound drop
So the only time we experience the sound level dropping is when the soundbar is connected via HDMI-ARC on the new ROKU TV. That seems to indicate an issue on the new TV when using HDMI-ARC. I'm contemplating notifying Best Buy, but am afraid that they are going to say it must be the sound bar and want to call it quits there. Earlier it was stated that the screenshots I supplied would be passed on to ROKU engineering. Any idea when something might be heard from them?
I managed to catch another one
Thanks for the information,
We will ensure that your concern is forwarded to the appropriate Roku team for a thorough investigation. We appreciate your patience and understanding as we work to address this matter.
Please rest assured that we are committed to resolving the issue as quickly as possible, and we will keep you updated on any progress.
Thank you for your cooperation.
Cheers,
Arjiemar
