Discussions

[fenflame]

Model: G204X
S/N X01900DTRG3F
Software Version 14.0.4 build 12221-CH
GC Version: 12.4.17
Tracker ID: 3F-425-952

[fenflame]

Model: G204X
S/N X0190067TDDJ
Software Version 14.0.4 build 12221-CH
GC Version: 12.4.17
Tracker ID: DJ-425-958

[fenflame]

Model: G204X
S/N X019000PUMEC
Software Version 14.0.4 build 12221-CH
GC Version: 12.5.25
Tracker ID: EC-425-961

[AdmiralJaden]

Model: G217X

Serial: X0190086S959

Software version: 14.0.4 build 12221-CH

GC Version: 12.4.17

ID: 59-425-988

[RokuCarly]

Hi, @fenflame @AdmiralJaden.

Greetings from the Roku Community!

We're grateful for the details you have provided. We can assure you that those are already been forwarded to our relevant team to be included in the process of investigation. 

We'll make sure to keep the Community posted if there are any updates regarding this case. 

Best regards,
Carly

[Chelseeeey]

I have a Hisense Roku TV. Up until 2 days ago my sound worked perfectly. My menu sound is fine it works with the clicking. When I go to put Netflix or Disney on there’s no sound  it’s just mute. I’ve tried restarting my tv, unplugging the tv, factory resetting the tv, changing the audio as if I had a sound bar and putting it back to the original settings and I cannot for the life of me figure it out. I can get the sound if I use the remote on my phone and press the headphone button but with three children it doesn’t work so well. Please help me figure this out so my children can watch their Disney movies. 

[fenflame]

@RokuCarly 
What is happening is that the left speaker is working correctly, the right speaker is not working at all, but the signal for the right speaker is being amplified on the left side at about 50% its normal level and causing a partial phase cancellation which sounds worse than straight up mono.
It is very clearly a result of the last F/W update. The 3 58" TV's I have are only 6 days old and all are doing this. The previous F/W worked fine, please consider rolling back to that while you investigate as a lot of people will genuinely get impatient and start demanding money back, beyond just ranting on here. Its not difficult to avoid a whole heap of problems.

[Luis_D]

It is not a hardware issue it's a OS issue 

[jc2303]

Model: G204x - Roku Tv

Serial number: X019002TMCE4 (S08C62DTMCE4)

Software version: 14.0.4 Build12221-CH

GC version: 12.5.25

Tracker ID: E4-426-623

[RokuCarly]

Welcome to the Roku Community, @Chelseeeey!

Thanks for informing us about the audio issues you're currently experiencing on your Hisense Roku TV. Please be informed that the team is currently investigating the cause of this and finding you the best resolution possible. 

We'd like to include your device in the process and would like to gather the following details:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)

We'll be anticipating your response.

Best regards,
Carly