Features, settings & updates

[Growltiger]

I have an up to date Windows 11 laptop. When I cast from it to my Roku 3930X the video display works perfectly but there is no audio.

When I look at the laptop settings it shows that it has switched to Digital Output () correctly but the volume is set to muted and the level to 0 and one cannot change it.

It is not a problem with the computer or Windows 11. When I do exactly the same process, casting to a Samsung smart TV, the casting works perfectly, both video and audio. The Digital Output () works and is not muted.

I have searched for solutions both here and on the internet and have tried all kinds of troubleshooting ideas, none of which help.

My guess is that the software in the Roku has a bug where it does not correctly negotiate the audio settings when the connection is established.

Please, can anyone help? Does anyone manage to cast to this Roku device and get audio working? Is there any way to escalate this with Roku and ask them to fix it?

[RokuEmmanuel-D]

Welcome, @Growltiger.

Thanks for posting here in the Roku Community!

We see you're having trouble casting your Windows 11 Computer to your Roku Device. We are glad to examine the situation further.

To pass this forward to the appropriate Roku Team for further investigation, kindly provide us with the following information:

• 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)

These information will help our dedicated team isolate the issue you're facing with the casting feature on your Roku. We appreciate you for bearing with us in the meantime.

Please keep us posted, including all the information needed for further assistance.

All the best,
Emman

[Growltiger]

Thank you. Here is all the information.

Model 3930EU - Roku Express

Serial number: X00400UUT019 (S01V308UT019)

Software version: 13.0.0 build 24062-AE

GC version: 11.8.15

Timestamp: 2024-06-24T19:59:57Z

Issue ID 19-253-199

[RokuEmmanuel-D]

Thanks for the additional information, @Growltiger.

Since all information has been provided, we will forward this case to the relevant Roku Team for a thorough review and investigation. Thank you for your patience and cooperation. 

We will surely keep you updated when a resolution is already provided.

Regards,
Emman