Discussions

[TonyMan13]

I recently purchased a ROKU 55R4A5R 4k LED TV. I am having issues with the sound. It is connected to a VIZIO SB3830-DO via the HDMI ARC connection. During some programs when a commercial comes on the sound drops to barely audible, then returns to normal level for some commercials, or when the show comes back on. During other programs, the sound will drop for 2-4 seconds then return to normal. Now here is the kicker, this TV replaced a Hisense ROKU equipped TV via the same configuration (HDMI ARC) and never had this issue during a two year life span. It started the first day we turned the new TV on, so it appears that the TV is the culprit.

I have done a lot of trouble shooting like, checking the settings for both devices, turning everything off for a while, changing to a new HDMI cable that said it was for ARC, and looking for info online. I'm stuck as to why this issue is randomly happening, so decided to turn to here.

Wondering if anyone else had this problem and how they resolved it. I could return the set to Best Buy, but know the first thing they are going to do is say it's the soundbar. Any ideas are welcome.

[RokuArjiemar]

Hello! @TonyMan13,

Thank you for posting in the Roku Community!

We appreciate your notification regarding the issue with your Roku TV's dropped sound during movie viewing. We're pleased to assist.

If we understand correctly, what do you mean by "drop"? Completely cut out and then come back? Also, is it in specific apps or all? If so, we would be happy to investigate further, but we 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)
• 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)

Once we have this information, we can pass it along to the appropriate Roku team for further investigation.
We look forward to working with you to help resolve this issue.

Thanks,
Arjiemar

[TonyMan13]

Software version 14.0.4

Build 12221

Last updated 11/11

Model 55R4AX

SN X01200LCW238

Device ID SONT445CW238

I’ll try the other stuff tomorrow or Wednesday, got some doctor appointments.

[RokuArjiemar]

@TonyMan13,

Thank you for the information you provided. Please keep us updated on any remaining details needed so we can forward them to the appropriate Roku team for further investigation and resolution of the issue you're experiencing.

Take care, and we wish you good health.

Best regards,
Arjiemar  

[TonyMan13]

Sorry, I missed some info. The sound drops in volume to where it is barely heard  I've noticed it mainly on the recorded Jimmy Kimmel shows on HULU, during football game on Youtube TV, and on a show on MAX. My wife has noticed in on various shows on Youtube TV, but couldn't come up with a specific on. I know there are other examples, but these are the ones that come to mind immediately. And, it's not just these show, it can come up randomly.

[TonyMan13]

Got a couple of instances.