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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GreenTree
Level 7

TCL 65R625 Audio Cuts Out

I am having issues with my new 65R625 TCL Series 6 Roku TV (ROKU TV A108X) It’s connected via HDMI-ARC to Yamaha receiver and everything worked great right out of the box.  Then a software update to TCL Roku TV and Dolby Digital+ started cutting out to the point that programs were unwatchable.   I contacted TCL reported it. They gave a me a long list of things to try.  I did all of them (twice!) even with new cable.  Same issue.  I scaled back to Dolby Digital/DTS with no issue.  TCL escalated my issue to“headquarters.”.  I ruled out Yamaha receiver since it does not happen on other sources. I heard nothing back from TCL and followed up after a couple weeks when Dolby Digital started cutting out.  They replied that my issue was still being looked at.   After hearing nothing now for another few weeks, no PCM cuts out. I’ve got a beautiful picture but no options other than playing from the tv speakers??  How can this be?  Is there a resolution to this or do need to just return the TV.  Again, everything worked great right out of the box. Very frustrating.  

2 REPLIES 2\
Tmac14
Level 7

Re: TCL 65R625 Audio Cuts Out

I am having the same issue. If I have Dolby or dts selected on my tv for apps or even on my PS5 settings, it cuts out every 30 seconds. Am only able to put on PCM setting for consistent audio.

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GreenTree
Level 7

Re: TCL 65R625 Audio Cuts Out

Hi, The issue has since been resolved. Hopefully the repair holds.  After repeated support calls and going through factory resets, replacing HDMI cables and all the troubleshooting steps with TCL support, they sent out a repair technician to replace a board in the TV.  Before going through everything, certainly try replacing the HDMI cable and be sure not to bend or over stretch it.  Get a decent quality cable rated for 4K.  I found that after we disconnected the TV after a room remodel several times over a few days , and connected back up, the audio issues came back, but not as severe. I replaced the HDMI cable and all is good. 

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