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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lamowery
Level 7

New to Roku. Streaming Stick +: Video but No Audio

Hi,
Thanks in advance for your time. Hopefully I've provided enough info, but let me know if you need more. 
Just ordered my first Roku. So easy, they told me. Just stick it in and it works. We'd like to cut cable, so that's the impetus behind it.
Well, three hours later, two calls to Roku and multiple internet sites of troubleshooting, we still have no solution.
Video works fine, as mentioned in subject, but no audio.
Equipment
Roku Streaming Stick + 2017
AV Receiver: Onkyo TXSR705 Dolby Digital 5.1. The receiver is 11 years old so we wonder if this is the issue. There are four HDMI plugs, 3 inputs, 1 output. 
None are ARC and we may have pre-HDMI1.4 (maybe 1.3) cables. Should that matter? 
TV: Samsung LN 46 A550P3F (around 2007) with 3 HDMI (we think non-ARC since it doesn't say so on the TV)

We've tried sticking Roku into the TV. Video but no audio.
Sticking roku into the AV. TV doesn't recognize it at all. 
We've tried changing the sound from stereo to DD, DD+, etc. No change.
My husband suspects maybe our HDMI cables are too old since he was reading about pre-HDMI 1.4 and non-ARC causing people problems. 

So, before I mail it back to Amazon or submit to buying a new receiver, any ideas or workarounds? Try a newer HDMI cable, for example? 
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7 Replies
jeffrok
Level 11

Re: New to Roku. Streaming Stick +: Video but No Audio

When you plug the Roku directly into the TV, are you enabling the TV speaker's (just to test)? Just want to make sure the Roku is functioning. Usually when there's problems with the Roku, you're more likely to have audio but no video- not nice versa. Try plugging into the TV directly and enabling the TV speakers, as I said, just for troubleshooting purposes.
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
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lamowery
Level 7

Re: New to Roku. Streaming Stick +: Video but No Audio

Thanks. We didn't test the tv speakers alone yet. Will try that today.
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lamowery
Level 7

Re: New to Roku. Streaming Stick +: Video but No Audio

We tried the TV speakers and got it to work. So it's an issue of sound running through the AV and not the roku malfunctioning. 
Any other ideas?
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jeffrok
Level 11

Re: New to Roku. Streaming Stick +: Video but No Audio

This points to an audio setting on the receiver.. I've never troubleshot that or had to, but there are other posts on this forum that address this issue.. I think making sure the audio setting on the receiver for the port the Roku is set to is set to direct, or something to that effect. I'll search around here.. you might want to do the same, because I'm almost positive others have seen this before too.
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
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jeffrok
Level 11

Re: New to Roku. Streaming Stick +: Video but No Audio

Here some info from the "No Audio" section of the manual to your AVR:

There’s no sound, or it’s very quiet
• Make sure that the digital input source is selected
properly (page 51). Press the [DIGITAL INPUT] but-
ton repeatedly.
• Make sure that all audio connecting plugs are pushed
in all the way (page 21).
• Make sure that the inputs and outputs of all compo-
nents are connected properly (page 29-42).
• Make sure that the polarity of the speaker cables is
correct, and that the bare wires are in contact with the
metal part of each speaker terminal (page 23).
• Make sure that the input source is properly selected
• Make sure that the speaker cables are not shorting.
• Check the volume. It can be set to fdB, 81 dB
through +17, +18 dB (page 59). The AV receiver/AV
amplifier is designed for home theater enjoyment. It
has a wide volume range, allowing precise adjustment.
• If the MUTING indicator is shown on the display,
press the remote controller’s [MUTING] button to
unmute the AV receiver/AV amplifier (page 61).
• While a pair of headphones is connected to the
PHONES jack, no sound is output by the speakers
(page 61).
• If there’s no sound from a DVD player connected to an
HDMI IN, check the DVD player’s output settings,
and be sure to select a supported audio format.
• Check the digital audio output setting on the con-
nected device. On some game consoles, such as those
that support DVD, the default setting is off.
• With some DVD-Video discs, you need to select an
audio output format from a menu.
• If your turntable doesn’t have a built-in phono
preamp, you must connect one between it and the AV
receiver/AV amplifier. If your turntable uses an MC
cartridge, you must connect an MC head amp, or an
MC transformer and phono equalizer.
• Make sure that none of the connecting cables are bent,
twisted, or damaged.
• Not all listening modes use all speakers (page 71).
• Specify the speaker distances (page 80) and adjust the
individual speaker levels (page 81).
• Make sure that the speaker setup microphone is not
still connected.
• The input signal format is set to PCM or DTS. Set it to
Auto (page 97).
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
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jeffrok
Level 11

Re: New to Roku. Streaming Stick +: Video but No Audio

Also, from the Roku troubleshooting section:

If you do not hear audio:

Press Home on your remote control, scroll down to Settings and select Audio > HDMI (or HDMI and S/PDIF on Roku players with an optical connector). Instead of “Auto detect”, select the option that matches the capabilities of your TV, AVR or sound bar. If the behavior continues, review more suggestions for determining why you do not hear audio.
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
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j-lard
Level 7

Re: New to Roku. Streaming Stick +: Video but No Audio

Your problem is similar to mine. I have a stick plus plugged into my tv and then optical audio out to receiver. My tv will pass dd and dd+. With the HDMI setting on auto I will get audio on all channels, but it's just stereo. You might try this and see what happens. If you get audio then you can try different settings on the stick to see what sounds best. I have mine set to dd+ so I can get 5.1 on Netflix and Showtime, then I have to change the setting to auto to get audio on the other channels. When the HDMI is set to dd or dd+ that's the only track you'll hear so if the channel doesn't transmit in dd or dd+ you won't get any sound. Good cables will also make a difference, you don't have to spend a lot, go to monoprice.com and get their better cables, very reasonable. Hope some of this helps
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