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.

[TonyMan13]

We’ve had more issues, but could not collect the info as before.

While watching SNL, recorded on Peacock, one of the sketches dropped down in sound. We switched over to the recorded version on YouTube TV. On there, many of the commercials dropped in volume. Next, the Sunday night football game came on, on NBC. Many commercials dropped in volume there.

[RokuArjiemar]

@TonyMan13,

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

[TonyMan13]

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.

[TonyMan13]

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?