Discussions

[sppchicago]

I recently purchased the device to replace an old (about 8 years old) Roku stick. I was thinking the stick was degrading because the TV picture did not look that great any more. Connecting and setting-up the Ultra was straightforward, and I made no other changes, however, the sound.... The device gives audio through the TV speakers, but will not through a soundbar attached to the TV. There were no issues with the stick.

I have contacted Roku support twice and played with setting on all devices - Ultra, TV and soundbar. No go. Then I thought to play my TV connected DVD player. Audio came through soundbar. Then, I reattached the old Roku stick; sound immediately came through the soundbar.

So, I'm thinking ultra is defective or is incompatible with my TV and/or soundbar. I have a Sharp flat screen TV that admitted is older; I connect the ultra to a HMDI port. My Bose soundbar is connect using an optical cable to the TV.

The ultra is faster and the picture quality is much better than my old stick, but the soundbar issue is very frustrating. Any thoughts?

[RokuEmmanuel-D]

Welcome to the Roku Community, @sppchicago!

We understand you're encountering an audio issue with your Roku Ultra to your Bose soundbar. We're here to help you sort this out. 

Have you tried checking your TV's audio output settings and ensuring that all of the audio is going to the Bose soundbar? To further check this, you will have to review your TV manual to change the audio output to ensure that all of the audio is being pushed to the soundbar. 

Let us know what you find out. 

All the best,
Emman

[sppchicago]

Thanks Emman. Yes, I cycled through all the TV audio options. No go. Again, I mention that when I reconnect the old Roku stick, all works as it should.

[dmurph]

FWIW, I returned my 4850 Ultra (2024) due to audio levels and hdcp issues that made no sense. I'd return it and wait until this Roku OS ver 14 and the new devices have all the bugs worked out. WAY too many issues with new roku's.

[RokuEmmanuel-D]

Thanks for keeping us posted, @sppchicago!

We would like to take this further, as we have exhausted all the possible troubleshooting steps. A thorough investigation is needed to determine the root cause of the problem. 

Could you please provide the following details below? 

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (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)
• TV Make/Model
• Soundbar Model number

With all these details provided, we will be one step ahead in resolving this issue, and we'll forward it to the relevant team right away. 

We are looking forward to your response. 

All the best,
Emman

[sppchicago]

I have Model no.: 4850X - Ultra; Serial no.: X02800SKA8S2; Software version: 14.0; TV: Sharp LC-46SB54U; Bose soundbar 431974.

[RokuEmmanuel-D]

Thanks for the update, @sppchicago!

We deeply appreciate the time, energy, and dedication you have invested in helping us. Your contributions mean a great deal to us, and we are truly thankful for the commitment you've shown.

No worries; we will be forwarding all these details to the relevant Roku team for a more thorough review. In the meantime, for further inquiries and concerns please don't hesitate to get our attention for assistance. 

All the best,
Emman