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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pscannell3
Level 8

SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

Newly purchased TCL 55R635:

The SPDIF/optical audio output drops out for about 1 sec every 90 sec or so when playing source content from any of the HDMI inputs. I have not witnessed the same issue when playing content from installed apps, only HDMI sources (Xbox, Chromecast, Nintendo Switch).

This issue starts randomly, usually after the television has been on for >30 mins. Power cycling the television usually fixes the issue for some time, but it tends to come back after some time.

11 REPLIES 11\
StreamerUser
Community Streaming Expert

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

What is the RokuOS firmware version/build?

Make sure you report this to TCL:

https://support.tcl.com/contact-us

StreamerUser
Roku Community Streaming Expert

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Rockpowered
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

I’ve seen this as well with my series 5 TCL TV

Devileau
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

I'm experiencing this issue as well.  It's almost as if there is some sort of interference causing the decoder to 'reset.'  Going to try a cable swap, but I suspect this is a software issue with the TV.  Can someone from TCL comment?

 

TCL 6 Series (65R635-CA)

S/PDIF to Logitech Z906 5.1 Speakers (TV set to Dolby Digital, DTS)

pscannell3
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

What is the RokuOS firmware version/build?

Version 9.4.0 Build 4206

pscannell3
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

Thanks @Devileau & @Rockpowered. Sorry to see others are having the same issue.

Have either of you contacted TCL Support? I got stuck in a dead-end conversation with no resolution.

Thanks

Devileau
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

No, I haven't called yet.  Tier 1 support is just going to run you through all the troubleshooting steps I've already tried.  They need to enter an issue into whatever database they use for bug tracking so an engineer can investigate.  I can't see why it would be a hardware issue, though it seems to only occur when using devices connected via HDMI.  I haven't noticed the problem when using Roku channels (streaming apps, youtube, etc).

Rockpowered
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

I’ve given up using the optical output and just use line out. It’s clearly something causing the chipset to reset for HDMI input. Software or hardware it’s a real issue that needs to be solved

Devileau
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

Aren't you only getting stereo from the line out though?

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pscannell3
Level 8

Re: SPDIF/Optical Audio drops out intermittently - TCL 6 Series (55R635)

@Rockpowered , I tried using the analog output as well since I'm only connected to a stereo amp, but I noticed a lot of harmonic distortion during playback of loud content even with the output volume set to ~50%. I did some quick measurements on a laptop & found THD>=5% even at those low levels.

I noticed the same audio drops with ARC/eARC output as I had with SPDIF/optical out. Seems like there's no good options for external audio...

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