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Bobh94
Level 7

Soundbar Issues - volume control lag, home button and power button not working, etc.

 

I have a Smart Soundbar. Was working great, then about a month ago:

List of issue:
- Lag when adjusting the volume up/down, several second delay when up/down on volume, sometimes the commands will stack and then the Roku will just reboot.
- Power button will not turn the Roku on/off, it use to.
- Home button will not change the TV input to Roku, it use to, light blinks on Roku when pressing the home button but nothing happens.
- Roku will not respond sometimes and will reboot itself

The soundbar was working great until about a month ago, then one day all of this. Its like they pushed an update that messed it up.

Roku support says it is the remote. But I tried the Roku app on my phone, which has a remote built into it, and it does the same exact things with the app remote. I also updated the batteries in the remote and repaired it with the soundbar, no fix.

They also said they were shipping a new remote but that was 2 weeks ago.

When I talk with Roku support, only via email, all they say is that they have updated my support ticket but they don't tell me anything to help. And btw, I don't know where to see the updates to the support ticket. I have looked, no place to see Service Requests that I have posted.

Has anyone been experiencing these things?

Can anyone help?

10 REPLIES 10\
darthalal
Level 7

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

I'm experiencing the exact same issues with my Roku Soundbar. In addition, HDMI ARC has stopped working, so the Soundbar will no longer work with any other inputs or devices, and I'm forced to use the TV speakers for everything that isn't run through the Soundbar itself.

Tivoburkee
Community Streaming Expert

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

To replace the hdmi-arc, use a combination of regular hdmi and the optical for two-way communication. 

Edmund
Roku Community Streaming Expert

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mhill
Level 8

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

Exact same issues with my new Smart Soundbar connected to my TCL Roku TV: after a day or two of working fine, it lost the ability to connect with ARC (don't know whether that's the fault of the TV or the soundbar, but it's Roku's fault either way), delayed and sticky response to volume changes, either from the remote or the phone app (so it's not the remote's fault).

I'm sending audio to the soundbar with the optical cable right now. I have to explain to my wife now why she has to use one remote for the TV and another nearly identical looking one for the volume. And to change any sound settings, you have to stop what you're watching, switch inputs to the soundbar and navigate to its settings menu. (This used to appear on the Roku TV when ARC was working).

I'm considering whether I should return the soundbar, TV, or both. I'll try factory defaulting the TV before deciding (already reset the soundbar to no avail). Judging by the six pages of people complaining about the ARC problem on the forums for more than a year, I don't think Roku has the means or inclination to fix any of this.

RokuDanny-R
Roku Employee
Roku Employee

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

@mhill

Thanks for the post.

If you are still unable to resolve the issue, please send me a PM (private message) with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
mhill
Level 8

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

A few weeks ago ARC and CEC started working again, so I switched back from optical to HDMI. I know a Roku TV update must have fixed it, because CEC started showing my computer as well when the soundbar reappeared. It's much more convenient to control everything from one remote rather than needing a separate one just for volume.

Volume control delay is now down to a second or less - much better than the three seconds I experienced before.

It's unsettling that my TV may or may not work each day depending on how careful Roku is with their updates. It's like my computer and Microsoft.

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mhill
Level 8

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

Bummer - ARC and CEC stopped working again. Since neither the Roku TV nor the Roku soundbar show that they installed updates overnight, I have no idea why they stopped working. I found an optical cable and plugged that back in so I have sound through the soundbar.

REGISTERED_USER
Level 7

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

I’m still experiencing this sluggish response issue as well. Has there been any resolution?

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mhill
Level 8

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

No resolution. I just checked for other threads mentioning this problem and found a reminder that a hard reboot often helps. I just rebooted mine and improved the response from an epic 5 seconds or more to a merely unacceptable erratic delay of one second or less.

I am living with the fact that ARC and CEC only work occasionally by leaving the optical fiber plugged in all the time. Every month or so we'll be surprised to find that they are working again, and we enjoy being able to use a single remote for the Roku TV and soundbar volume for a few days or even weeks. Then it stops working again, forcing us to use the separate soundbar remote with its irritating delay for volume. At least the audio fails over to the optical cable so we don't have to move any wires.

I have to conclude that the fundamental problem here is that the Roku software developers do not have these devices at home. If they did, their spouses and kids would shame them into fixing such problems in no time. Roku: please give all developers complete kits - Roku TVs, soundbars, satellite speakers, and subwoofers - and make sure they have a complete software development environment so they can find and fix these issues.

Or here's another idea: subcontract this to motivated Roku customers who are embedded software developers. Get all the required NDAs in place, give them the tools and source code to debug and fix the problems and see what we can do. We already have the Roku devices that need fixing. (I know no one from Roku will ever read this. It just makes me feel better to vent.)

REGISTERED_USER
Level 7

Re: Soundbar Issues - volume control lag, home button and power button not working, etc.

Thank you for the follow up @mhill . It’s a shame because I feel like it used to work flawlessly and then one day it became slow. 

It’s a shame because I’m in the market for a new TV and soundbar. I was going to purchase a newer bigger TCL Roku TV but I may have to go back to using a less smart screen with AppleTV. 

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