Discussions

[WIFIWarren]

I just installed a 65R6AX Roku TV for a customer and there is no sound at all.   I tried all audio settings, reset the audio then reset factory still no sound. Not even the beeps from the remote. We only use streaming but I connected my laptop via hdmi1 while playing YouTube video which looked great but no sound.  I hate to tell the customer we need to take it down and he need to send it back to Amazon. The only wired connection is the network, and signed in with customers Roku account.  

please help. 

[RokuReynan-L]

Hi, @WIFIWarren.

Welcome to the Roku Community!

We thank you for letting us know about the issue with your Roku TV that doesn't have a sound.

In this case, since Roku is only an operating system on your TV, we suggest contacting your TV Manufacturer as this may be a hardware issue.

We hope this will be sorted out soon.

Regards,
Reynan

[WIFIWarren]

The manufacturer is Roku. I just found out that there is audio if I plug headphones into the remote.   That makes me think the TV thinks it has headphones plugged into the tv which is does not. Soo odd. I just don’t want to take it off the mount and return it then remount. 

[RokuCarly]

Hi, @WIFIWarren.

Thanks for clarifying and for the added information. Rest assured that we'll forward this to our relevant team to conduct a thorough investigation. 

Please keep your lines/inbox open. The team will contact you for further assistance regarding this matter. 

Your kind understanding and patience are highly appreciated. 

Best regards,
Carly