Solving playback issues

[Chinnadoll]

When watching tv I get a pop up with a box to choose audio or use tv remote to control volume. I have reset the player and it is still happening.  I have the Roku ultra please help.also the sound goes out if you dont select with the remote and the sound goes out when I use the tv remote.  I have to restart the Roku to get the sound back

[RokuEuniceL]

Hi @Chinnadoll,

A warm welcome here at the Roku Community!

We'd like to know more about the issue you ran into. Please provide us with more details about the problem you encountered. 

• What type of remote are you using right now?
• Do you have any other devices connected to your TV? (e.g., speakers and other sound systems)
• Can you please check your TV's volume level and mute settings using your remote?
• Do you prefer to choose audio or use a TV remote to control the volume?

With detailed information, we will be able to assist you further.
Best Regards,
Eunice