Solving playback issues

[GodEmperor]

Since there is apparently no way to contact Roku customer service I will come here. Every single thing I use on Roku has had sound until yesterday. Netflix failed to have any no sound. Everything else has sound. I tried some of the vague troubleshooting I found online and it worked. But today, the sound is off again and nothing will get it back. Please respond only to this issue and don't ask me to switch HDMI cables or any other hardware fixes because this is clearly something on Roku's side of things, it is not my setup. 

[renojim]

@GodEmperor, sorry, but all you're going to get here is the same boilerplate responses from the moderators that you've probably already seen - restart your Roku device.  Did that fix it?  If so, that's Roku's solution even if you have to do it constantly.  I don't use Netflix, but one thing I've noticed that will occasionally give me no sound in apps is using one of the volume modes (night, leveling).  There's also the possibility that whatever you're watching on Netflix is using an audio format that your "setup" doesn't support.

If you'd like to attempt to contact "support", start at https://support.roku.com/contactus, but don't get your hopes up.

Your setup has to be suspected unless there's a million other people with the same problem and so far you're the only one I've seen.  You can also try Netflix support since it's only their app with the problem, but I have no experience with them.

[RokuEmmanuel-D]

Hi, @GodEmperor. 

Thanks for flagging this issue, and we apologize for the delayed response. We would like to learn more about the problem you're experiencing with Netflix and gather more information about it. 

Will you please let us know...

• What Roku device/TV is affected by this problem? 
• Have you received any recent updates before this happened? If so, please provide the latest software for your Roku. It can be found in Settings > System > About. 
• What specific workarounds have you tried in an attempt to resolve the issue? 
• Are all the contents inside Netflix experiencing audio issues or only on specific content? 
• Will you please provide a short video clip of the incident? 

With all these details, we will be one step ahead in resolving this matter and continue your streaming. 

We are anticipating your prompt response. 

All the best,
Emman

[StarDeSoul · Accepted solution]

I had this same issue today with Netflix, Amazon Prime, and a couple other apps and the video playback was at super-speed. Tried all the standard troubleshooting but none of it worked. Finally my mom told me to go to any video, hit the * button on the remote and check my SOUND SETTINGS. It was set to "Standard" and I changed it to "Auto" then restarted the app and everything worked right! Maybe this is a bug with the latest update? Hopefully this will resolve your issue too.

[RokuTakashi · Accepted solution]

Hi, @StarDeSoul 

Welcome to the Roku Community. 

Thanks for sharing the workaround for this matter with us. It will help other users resolve the issue experiencing the same problem. In the meantime, our team will look further into this case.

If you have further concerns or inquiries, feel free to reach out to us.

Best wishes,
Kash

[Charles90s]

4802x Roku Ultra 14.1 software.  Me too.  Sound has always been fine but recently works for all apps but nteflix.  It works with the previews but quits when the show starts.  If I power cycle, restart, keep messing with it...it will eventually work again only to break the next time I pause the video.  Again, it has worked for well over a year until recently...nothing has changed and it works without issue on all other apps.

[RokuEmmanuel-D]

It's great to see you here, @Charles90s! 

Thanks for letting us know you're having trouble with the Netflix app not playing sound on your Roku. We’re here to help you figure this out!

The more details you share, the easier it'll be for us to sort things out for you.

• Is this happening on all contents inside the app or only on a specific content?
• Did this happen after a recent software update?

In the meantime, try visiting this link for extra tips on troubleshooting.

Let us know if you need more help!

Best,
The Roku Community Team

[Rodney1951]

Same problem, Netflix and Prime for some reason have the problems.  The trailers in each platform sound fine.  But when you go to the movie, you get background music, but no voice.  Just recently started in the past week.  first Netflix and then prime.  At a lost.  frustrating.

[RokuRiamie-D · Accepted solution]

Hi @Rodney1951,

Welcome!

We understand that only background music is heard during streaming on Netflix and Prime Video apps. We would like to investigate this further.

We would like to know if it happens from all the content that you played on Netflix and Prime Video apps. In the meantime, we suggest you try the following:

Restart your Roku device

1. Press Home on your Roku remote
2. Scroll down and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step
5. Select System restart

For reference, please visit our Roku support article: Issues playing shows and movies on your Roku device.

Please keep us posted.

Roku Community Team