Discussions

[HBIC]

This is the 2nd soundbar doing the same thing. The first one I was able to exchange but now this one is out of warranty by 3 months and is doing the same thing. Are these defective?? 

[RokuERey]

Hi @HBIC,

Thanks for reaching out to us here in the Roku Community!

We would require further information regarding the audio problem you are experiencing. Could you provide us with more context about this situation? Have you attempted any troubleshooting? If so, what failed?

What are the steps to reproduce this case?

Please tell us more about this so that we can further assist you.

Thanks,
Rey

[HBIC]

It does it anytime. Cant recreate it on the spot. It sounds like half of the sound isn't even working. 

[RokuCarly]

Thanks for the update, @HBIC.

At the time the issue occurs, what specific troubleshooting methods have you tried? Please let us know so we can provide you with an accurate resolution.

In the meantime, have you plugged it into a different TV or HDMI port to see if the same issue persists? 

We'll be anticipating your response!

Best regards,
Carly

[HBIC]

Hi Carly, yes I have changed out the HDMI cord with each Roku sound barI’ve had. When it loses sound, I switch to my other Sony sound bar. It’s like the Roku works and shows the picture etc but the sound goes in and out whenever it feels like. 

[RokuJanadeeK]

Thank you for keeping us in the loop, @HBIC.
Our team is currently aware of the issue and is undergoing an in-depth investigation regarding it. That being said, would you be so kind as to provide us with the following information?

• Roku device or TV 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 five times, followed by the Back button five times, and provide us with this ID).
• Troubleshooting steps you have taken in an attempt to resolve the issue.
• A clip of the said issue, if possible

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[HBIC]

Here are two photos of what you were asking for. The Tracker ID was done shortly after it popped (as soon as I could get the remote and do the steps). It’s been popping randomly, maybe about 3-4 times in the last 2 hours. I can’t get a clip of it because it distorts whenever it wants. I have reset the devices multiple times, did a factory reset, swapped out cords.

[RokuJanadeeK]

We appreciate your response, @HBIC.

Rest assured that we have passed along the following details to the appropriate team for further review and investigation. We sincerely appreciate your patience and understanding as our team looks closely into this concern.

Should you have questions or other concerns, please let us know.

Regards,
Janadee

[HBIC]

Here is a first. Now The picture is distorted. 

[HBIC]

it just popped and volume dropped. Only way to get volume back up is to rewind it. I have a Video to show but it won’t let me post it here