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rtexas
Level 8

Sound issues with Roku Ultra and Samsung TV

We have several Roku Ultras that we use with our Samsung TV's.  We have a constant problem of no sound coming out of our TV.  We have tried switching HDMI inputs and changing HDMI cords.  We have also tried changing the Digital Output Format to Stereo from Auto on the Samsung TV.  All our TV's are connected with ethernet.  The problem does resolve when we unplug the power to the Roku but it is annoying to have to do this multiple times per day on each TV.  Is this a known problem with Roku Ultras and Samsung TV's?  Roku Ultra (4800 series) 

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rtexas
Level 8

Re: Sound issues with Roku Ultra and Samsung TV

I forgot to add that we do use the earbuds occasionally.

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Urbanboomer
Level 7

Re: Sound issues with Roku Ultra and Samsung TV

Having similar issue. Roku ultra/Samsung TV. After pausing there will be no sound. The only way to resolve this is to disconnect the power cord and plug it back in.

RokuDanny-R
Roku Employee
Roku Employee

Re: Sound issues with Roku Ultra and Samsung TV

@rtexas @Urbanboomer

Thanks for the posts.

We would be more than happy to look into this issue for you, but will need more details. Can you please provide us the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • brand and model TV you are using
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
  • steps to reproduce the issue you are seeing 

Once we have this information, we will be able to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
rtexas
Level 8

Re: Sound issues with Roku Ultra and Samsung TV

Danny,

No sound occured with the Roku 4800X-Roku Ultra, Serial #X010003D5US8, Device ID S02A20DD5US8, Software version: 11.5.0-Build 4312-C2.

Samsung TV Model: QN65Q70RAFXZA

Sound issues occur with many different channels.  This incident occured while trying to watch YouTubeTV.

Thanks for your help.

IMG_4837.jpegIMG_4836.jpeg

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rtexas
Level 8

Re: Sound issues with Roku Ultra and Samsung TV

Here is another incident of no sound when using Roku while trying to watch YouTube TV. 

Samsung TV UN40MU7000IMG_4842.jpgIMG_4843.jpg

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rtexas
Level 8

Re: Sound issues with Roku Ultra and Samsung TV

No sound on same tv-Samsung QN65Q70RAFXZA.  #Roku Ultra 4800X.  Trying to watch Netflix.  If I unplug Roku power it will resolve problem but hate to do this multiple times a day.  Thanks for your help.IMG_4846.jpgIMG_4845.jpg

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rtexas
Level 8

Re: Sound issues with Roku Ultra and Samsung TV

We also have that issue.

 

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rtexas
Level 8

Re: Sound issues with Roku Ultra and Samsung TV

Roku Ultra (4800 series) 

Here is another example on our Samsung UN40MU7000.  I was watching a recorded show on YouTube TV and then paused the show for 10 minutes.  When I wanted to watch the show again there was no sound.  IMG_4858.jpgIMG_4857.jpg

Urbanboomer
Level 7

Re: Sound issues with Roku Ultra and Samsung TV

Same here. No audio after a pause. Not always but way too much. Only way to rectify is to pull the power cord and then plug back in