Discussions

[Qbakies]

This same thing just happened to me a couple days ago.  Out of the blue our soundbar would turn on and show as working but no sound would come out.  It works again if I unplug and reconnect the HDMI to the eARC HDMI port.  This happens every time I turn off the TV and then turn it back on.  I've not added new devices, messed with cabling, or made any changes to my setup.  I did swap HDMI eARC cables in case that was the issue but that did nothing.

After seeing all these people with the same issue going all the way back to OS v11 I'm very concerned.  My info is below:

Model: 55R655

HW ID: J101X

SW Version: 13.0.0 build 24020-DK

Serial: X02100KUE4F8

Device ID: S0G0531UE4F8

I use a Polk Magnifi Mini AX Soundbar.  I also connected it to a different TV and it worked fine.

[RokuJechealR]

Hi @Qbakies,

A warm welcome to the Roku Community!

We apologize for any inconvenience this may have caused. Thanks for sharing your device information and the steps you have taken to try to fix the issue. We'd like to see more about what's going on here and what we can do about it.

Could you tell us when you started seeing the issue occur? Does resetting it up and performing a system restart help? In addition, can you confirm if the issue existed prior to the update?

Please keep us posted.

All the best,
Chel

[Qbakies]

Started seeing it a couple days ago. 

Resetting doesn't help.  

I'm not sure when the update happened as it was in the background.  We noticed that our icons on the home page changed around the same time so I'm assuming it was due to an upgrade.

[RokuJechealR]

Hi @Qbakies,

Thanks for the response!

We appreciate for giving us this additional information. Would you mind giving us the 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.) So we can send additional information for the investigation to our engineering team.

Please keep us posted with the details.

All the best,
Chel

[Qbakies]

Turned TV on this morning and same thing.  

Tracker ID: F8-154-737

I got it working again by disconnecting the HDMI, waiting 10 seconds, and reconnecting.  

[RokuJechealR]

Hi @Qbakies,

Thanks for the follow-up!

We have passed along the additional information to the appropriate Roku team for further investigation. In the meantime, we appreciate your patience and understanding regarding this matter.

If there's anything else we can further assist you with aside from this, let us know.

All the best,
Chel

[Qbakies]

The soundbar started working for us earlier this week. We looked and we had been rolled back to 12.0 code.  Then a couple days ago we noticed another update happen that took us to 12.5 code.  It is still working, most of the time.  A couple times we have had to turn the TV off and on to get the soundbar to work via eARC, but it does eventually work.

On the 12.0 code we had no issues with eARC.

[RokuMary-F]

Hi @Qbakies,

We appreciate you for providing an update on the issue that you are experiencing.

If you have any additional questions or concerns regarding your Roku device, please let us know. We will be glad to assist you.

Thank you for supporting Roku and continued participation in our community.


Best regards,
Roku Community Team

[Cnicolett]

I'm having the same issue. OS updates to 13 last night and now eArc doesn't work. TCL Roku TV Series 5. 

[RokuArjiemar]

Hello! @Cnicolett,

Thank you for your post in the Roku Community!

We would be more than happy to investigate further, but we will need further details. 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)
• Soundbar make/model

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 working with you to help resolve this issue.

Thanks,
Arjiemar