Discussions

[ouija1979]

I have a 43inch Roku TV. No external speakers. The sound will stop working completely whenever I pause something. This happens on apps and also happens on my micro pc I have plugged on and my satellite box. If I pause a video, movie or TV channel sometimes the sound just vanishes! I have to restart the TV. I have factory reset it and unplugged it and it will still at random after a pause stop producing sound. It's very frustrating. It's barely 6 months old! HELP!

[RokuJohnB]

Hi @ouija1979,

Greetings from the Roku Community!

We will be glad to investigate this issue you had with the Roku TV further since there was no sound.

Can you please provide the following information below?

• When did the issue start?
• Is the issue happening on all contents/channels or is this isolated to 1 content/channel? (Specify)
• What is the brand of your Roku TV? (Hisense, Onn, TCL, etc,)

We look forward to hearing from you soon.

Thanks,
The Roku Community Team

[TMAZ]

Just had this exact issue. 

[RokuJohnB]

Hi @TMAZ,

Thank you for posting here in the Roku Community!

We would like to gather more information about this problem you had with the Roku TV, which does not have sound. Could you provide us with the details above? Additionally, do you have an external device like a speaker or soundbar?

We'll wait for your response.

Thanks,
The Roku Community Team

[ouija1979]

When did the issue start? 

Hard to put a time on it... Possibly a few weeks after I got it.

Is the issue happening on all contents/channels or is this isolated to 1 content/channel? (Specify)

Already answered this.

What is the brand of your Roku TV? (Hisense, Onn, TCL, etc,)

Already answered this.

[ouija1979]

Glad it's not just me.

[RokuJohnB]

Thanks for keeping us posted, @ouija1979!

We appreciate the information you have provided. We'd like to take a closer look into your problem. What is the current software version of your Roku TV? (Settings> System> About) Do you have other Roku devices that are currently experiencing the same problem?

With detailed information, we will be able to assist you further.

Regards,
The Roku Community Team

[ouija1979]

No other Roku devices in the home 

[RokuJohnB]

Thanks for the follow-up, @ouija1979!

We would be more than happy to look further into this issue but we will need more details. Can you please provide us with the information below:

• 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 will be able to pass it along to our appropriate Roku team for further investigation.

Regards,
The Roku Community Team

[ouija1979]

Ok... Pressing the Home button 5 time and then back 5 times only took me back to the main menu and turned off the TV. No information was is displayed.