Solving playback issues

[Vince395]

I’ve had my Roku Streaming Stick 4K with the Pro remote for a couple months now. Today I turned it on and there was no volume anywhere. Not when you’re clicking through the Home Screen and it goes “click”, not when you’re watching something, not when you say “Hey Roku” and it makes that beep noise. No sound at all. So I unplugged everything, plugged it back in, and still, no volume. I looked at my TV volume and it was at 19. I turned it up. Still nothing. I restarted it a bunch of times and still no volume. I went to the audio settings and checked everything, it seemed fine. I have been trying everything for a long time now and nothing has been working. PLEASE HELP!

[RokuDanny-R · Accepted solution]

@Vince395

Thanks for the post.

For troubleshooting purposes, have you tried connecting the Roku device to another HDMI port on your TV to see if that resolves the issue you are experiencing.

If you are still unable to resolve the issue, can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[DAK239]

I don't know if related, but we have a similar problem.  Roku Streaming Stick purchased 3/16/22.  The device works great in general, but then will suddenly cease providing audio output.  It appears that skipping a preview on Netflix is one of the triggers to deactivate the audio.  All will be fine, then the audio is gone.  Even the remote control clicks disappear.  Getting the audio back is problematic - we have tried many methods but sometimes have to completely restart the unit (remove and reattach power).  Sometimes the audio comes back by just restarting the show itself.  We've checked and verified that the firmware is up to date.  Perhaps this relates to your problem/solution set?

Purchase history calls the device a Roku Streaming Stick, order 802743167.  Packaging says it is a Roku Express HD.  Serial number is S009318MPTSN.

[Streamer317]

@DAK239  And where did you purchase this from? Why don’t you just simply return it? If I bought something I thought was defective the first thing I would do is return it. 

[AvsGunnar]

@Streamer317 

"If I bought something I thought was defective the first thing I would do is return it."

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Since this is a Support forum, perhaps some people would like to troubleshoot or see if others are having a similar problem before condemning the device and returning it.  Especially if it requires a trip back to a store. (have you noticed the price of gas and diesel lately). 

As you will notice if you take the time to peruse this site at length and consider the experiences of other users in this Community, many of these issues are attributable to either the Channels/apps themselves, perhaps some compatibility in settings, or even a bug in the Roku OS.

There is no use in returning a working device if the issue will not be remedied by a simple return. 

Many of these Community threads will contain useful information that other users have run into before, and have shared what did or did not work for them.

Normal procedure for Roku devices = Restart, Troubleshoot, Factory Reset, Replace.  

[Streamer317]

@AvsGunnar  Support forums are for people who are past the 30 day rerun limit or who are out of warranty. If I unboxed anything and it wasn’t working the last place I would go is a support forum. The first place would be the store. My Sharp microwave stopped working 48 hours after purchasing it from Target. I certainly didn’t join a Sharp community and ask what should I do with it. I put it back in the box and returned it to Target. Bought another one. Have had that one for 2 years 

[RokuDanny-R]

@DAK239

Thanks for the post.

Can you please provide more information about the issue you are experiencing? Are you connecting the Roku device directly to the TV or is it connected to an AVR? Does this just happen on the Netflix channel or does it happen across all channels?

For troubleshooting purposes, have you tried connecting the Roku device to another TV to see if you are experiencing the same issue?

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[DAK239]

RokuDanny-R - It appears that the problem has gone away.  It has not reoccurred for the past week.  The odd behavior had been that it would work fine, operate for a while, and then drop the sound.  There seemed to be a trigger for it - if we were watching Netflix, sound would be fine.  We'd press the "Skip Preview" button and the video feed would return, but not the sound.  We did try unplugging/replugging and even giving the menu command for a restart but that didn't fix it.  We also unplugged and replugged the HDMI cable without success.  Somehow the issue has gone away, though.  Thanks for the reply.

AVSGunnar - It was ordered directly from Roku.  While I am glad you have a methodology that suits you, I do know that any company that moderates its support groups, as Roku does, will be able to benefit from input from users having problems and I did want to contribute to the product improvement process.  Sorry if my doing so bothered you.  This was actually about my 9th product purchase from Roku and I have great faith in the brand and its capabilities, so I did not want to rush to sending back the item if it could be fixed with a simple instruction.  A microwave oven failing, though . . . agreed, I'd run that product back immediately.

Streamer317 - I appreciated the comment about resetting the factory settings.  Had not considered it.  That was my next thing that I was going to try after I saw your note.  Much appreciated.