Features, settings & updates

[Teresa751]

I sent an email to support. But posting here as well. 

There was a software update yesterday and ever since, the menu bar volume is not working. (that click sound). 

My Roku Device info:

Model: 3941X - Roku Express 4K+

Serial Number: X016007LGUP

Software Version: 12.5.0 build 4169-CR

Device ID: S07P216LGSUP

Last updated: 10/04/23 4:46pm (EST)

[RokuJanadeeK]

Hi @Teresa751,

Thanks for letting us know about this issue. We'll do our best to assist.

Would you mind specifying what menu volume you meant? Is this on the remote? or on the volume modes in the settings? can you try to perform a system restart on your device to see if this will fix the issue?

Please keep us informed.

Regards,
Janadee

[mtyuiuy23]

Hi,

No menu volume since the update. You know the sound where you move between squares. Anyway, this has impacted AirPlay, so now we can no longer mirror the phone and play music through the Roku. Each channel has its own sound when you enter the app, but without the Roku sound, streaming music from your phone is not possible.

[RokuTakashi]

Hi @mtyuiuy23,

Thanks for reaching out for support here in the Roku Community!

We'd like to know more about this issue and find the possible solutions to resolve this. Would you be so kind as to provide the following details below?

• Roku device 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 5 times, followed by the Back button 5 times and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have this information, we'll be able to forward it to the team for review to be addressed. We look forward to hearing back from you.

All the best,
Kash

[mtyuiuy23]

Model: 3941X - Roku Express 4K+

Serial: X016008LTDLJ

ID: S07P515LTDLJ

Version: 12.5.0, build 4169-CR

Tracker: LJ-405-601

No photo or video. Just no sound on the Home screen.

[RokuTakashi]

Thanks for the response, @mtyuiuy23

We've forwarded the details you've provided us, and the appropriate Roku team is on it to work things out for a resolution. Once we have more information and updates regarding this case, we'll make sure to provide an update here in this thread.

Your patience and understanding are greatly appreciated in the meantime as we work on this.

All the best,
Kash

[mtyuiuy23]

Hi,

Looks like you pushed an update to Version 12.5.0, build 4172-CR. Still lacks the click noises on the Roku Home screen and lacks sound when using AirPlay. But appreciate the quick update! Let's keep going!

[charlesn]

I have the same problem of not having menu volume with both version of the 12.5 software update.

[RokuEuniceL]

Hi @charlesn,

Greetings from the Roku Community!

We're glad to assist you with your problem with your menu volume that's not working. Please try restarting your system by going to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step). After doing so, please ensure that you adjust your volume so it's loud enough to hear. Then, go to Settings > Audio > Menu Volume > and select High.

Let us know how it goes, and we'll be glad to further assist you.

Kind regards,

Eunice

[mtyuiuy23]

While I do appreciate the "just turn it off and turn it back on" style of help desk response, this is a problem with your build. But sure, I just did that. Still no sound on the menu, still no sound when AirPlay is streamed.