Known issues

[RokuMaryEF]

Hi everyone,

We’ve received reports about audio issues on Roku TVs after the recent software update.

Status Update 5/16: Our team is aware of the issue and is currently working on a fix.

In the meantime, please try the following workaround:

• Avoid using the “Speech” or “Auto” sound modes.

• Switch to “Standard” sound mode (or any other mode except Speech/Auto).

• Make sure “TruVolume” is set to OFF.

OR

• Go into the “Customize” menu for the selected sound mode and turn OFF VirtualX.

We’ll update this thread as soon as we have more information.

Thanks,
Roku Community Team

[tomtom18]

The update you installed yesterday changed the look and sound of my Hisense 58R6E3 TV.  I'm ok with the new looks but the volume is suddenly too low.  I used to turn it up to 15 on LIVE TV  and 30 on DVR (all HDMI connected devices are lower).  Now I have to turn LIVE TV up to 50 and HDMI up to 80.   I have done a restart and unplugged it for a minute.  It's not on my end, your update is to blame.  You didn't do that on purpose, did you?  Please let the programmers know about their mistake so they can fix it quickly, before my refund window expires.

[CordCutter2020]

My Hisense TV updated to Software Version 14.5.4 Build 5944 3 days ago. Now the sound while watching TV needs to be turned up past 60 in order to hear it. This makes the sound of the click on menu items or apps really loud and the lead in to some apps just blasts out but all the shows we try to watch have no volume.

[RokuTakashi]

Hi, @CordCutter2020 

Welcome!

Thanks for sharing the issue you've encountered with sound problems after the update on your Roku TV. I'd like to gather additional info for us to take a closer look.

Share with us the details below.

• Is this happening with a specific app?
• How are you adjusting the volume? Is it through your remote or the Roku mobile app?

In the meantime, you can perform a system restart to troubleshoot the issue. To restart your Roku system, navigate to Settings > System > Power > System restart.

Keep us posted.

Thanks,

Roku Community Team

[testmonkey83]

Same exact problem. All the apps have super low volume but the menu is really loud. Any resolution yet?

[Crz4taz]

Same issue for us.   Theatre and speech settings are low, changed to bass and it is fine on all other settings but theater has to be up to like 60.  We are using the remote and tried a system restart, no luck

[RokuRiamie-D]

Hey @Crz4taz @CordCutter2020 and @testmonkey83,

Thanks for sharing this concern. We'd like to take a closer look at this issue.

Could you please clarify if the issue occurred on the menu screen, during streaming, or in a specific app?

Also, share with us the following:

• Exact Roku TV model
• Make and model of any external audio device (if applicable)
• Tracker ID, Software version, and build (press Home 5x and Back 5x). It would be helpful if you could share a screenshot of the Issue report tracker screen, too. How do I insert an image in a post?

We're looking into it.

Roku Community Team

[tomtom18]

Roku device model G204X
serial number, X01900W3U33R
device ID S08C6423U33R
OS version 14.5.4 BUILD 5944-CH
GC VERSION 13.10.10
ISSUE TRACKER ID 3R-175-765

ALL APPS, INCLUDING LIVE TV, DISNEY+, DVR

[CordCutter2020]

Did the restart, still the same. Using the ROKU remote and it happens on all the apps that we have tried. We have the volume up to 50 now and it is especially loud at the startup of the Netflix app - DA DUN!

[CordCutter2020]