Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Fit4Life
Level 7

Re: New 2020 Roku Ultra has sound issues?

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Success story!  03-06-2021:  We have been struggling with the same issue along with video problems as well.  My husband went to advance settings and chose Factor Reset then went and installed the ROKU device as if we just purchased it.   You will then have reinstall everything running through ROKU including Netflix, Amazon Prime etc.

Just tested it a minute ago and so far, the problem is solved.  He had tried other means to resolve the issue but they were only a temporary fix.

 

 

Drifterx
Level 7

Re: New 2020 Roku Ultra has sound issues?

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I used to get the audio delay as well. Now it cuts out sound completely every few minutes for a few seconds at a time. My roku 3 didn't do that but the new roku ultra 2020 does. I will also get visual glitches on the screen every once in awhile.

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RokuMary-F
Roku Employee
Roku Employee

Re: New 2020 Roku Ultra has sound issues?

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Hi @Drifterx,

Thanks for the post.

We suggest during playback of any content, press the * key on your remote. A menu will open on the lefthand side of the screen. Do you have any 'Volume mode' enabled here? If so, try turning this off. Does this resolve the issue? 
Please keep us posted,

Thanks,

Mary

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StreamerUser
Level 20

Re: New 2020 Roku Ultra has sound issues?

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@Drifterx wrote:

I used to get the audio delay as well. Now it cuts out sound completely every few minutes for a few seconds at a time. My roku 3 didn't do that but the new roku ultra 2020 does. I will also get visual glitches on the screen every once in awhile.


Make sure you change Settings/Audio/HDMI to  "Auto passthrough" - it defaults to "Auto detect" (which should be named "Auto convert", since it converts all audio output to the highest detected Dolby level of the connected device).

Though occasional visual glitches is a known/previously reported issue with the 4800, make sure you report it to Roku (more reports=sooner/more likely fixed/addressed): 

chat or email  https://support.roku.com/contactus/contact-options  (choose setup/ultra/other/need more help?)

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jcm2
Level 8

Re: New 2020 Roku Ultra has sound issues?

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My Roku 2020 sounds much louder and more dynamic in  auto detect mode than pass through.  I have a 5.1.4 set up through onkyo reciever.  Problem is during heavy bass scenes sometimes the audio cuts out and comes back on.  when your running a system like this at moderate levels my audio equipment should handle it i have no issues with tv or 4k player or even the roku in pass through mode.  I like to run auto detect while streaming because it sounds louder more dynamic but I often have  to revert back to pass through because of dropouts.

Jimmel1318
Level 7

Re: New 2020 Roku Ultra has sound issues?

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Same with my soundbar. Just bought this unit yesterday and thinking about returning it from the comments I read about it. 100 bucks for this thing at wally world 

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StreamerUser
Level 20

Re: New 2020 Roku Ultra has sound issues?

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@jcm2 wrote:

My Roku 2020 sounds much louder and more dynamic in  auto detect mode than pass through.  I have a 5.1.4 set up through onkyo reciever.  Problem is during heavy bass scenes sometimes the audio cuts out and comes back on.  when your running a system like this at moderate levels my audio equipment should handle it i have no issues with tv or 4k player or even the roku in pass through mode.  I like to run auto detect while streaming because it sounds louder more dynamic but I often have  to revert back to pass through because of dropouts.


"Auto detect" mode does on-the-fly converting/transcoding (except for DTS) to the highest detected Dolby level of your connected device - this is the reason/source for the dropouts (you really dont want this, despite it being "louder").

"Auto passthrough" mode passes audio through in its native/original format, aside from converting/transcoding DD+ to DD for legacy devices if detected/configured (this is what you want).

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StreamerUser
Level 20

Re: New 2020 Roku Ultra has sound issues?

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@Jimmel1318 wrote:

Same with my soundbar. Just bought this unit yesterday and thinking about returning it from the comments I read about it. 100 bucks for this thing at wally world 


Change Settings/Audio/HDMI="Auto passthrough"

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Jimmel1318
Level 7

Re: New 2020 Roku Ultra has sound issues?

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Same here. The audio is more brilliant at auto detect than pass through. 

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katyanick12
Level 7

Re: New 2020 Roku Ultra has sound issues?

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Thanks for starting the thread, My kid faces similar issues as well. They use to take online classes on LED installing an e-learning app called unacademy. The speakers work really well, but whenever they open the application the sound quality gets compromised. Finally! I found it was an application glitch since the speakers work well with Netflix and amazon prime.  If the community did not work for you. I suggest you should float an email to Roku. It will surely help you.

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