Solving playback issues

[JGriggs84]

I have had the Roku Express 4K (Model 3941X2) for about 6 months. It is plugged into a Samsung 4k Television. I have not had any issues with it until recently. Suddenly, there is no sound when using Fandango at Home, Plex and Netflix, however, YouTube sound works fine. The menu "click" sounds work fine, but the audio from actual movies and shows do not work. I have looked through other posts and tried the following solutions: 

1. Reset the Roku - Did not work
2. Checked for updates
3. Ensured audio setting set to "auto" - Did not work
4. Unplugged Roku for 5 minutes and changed HDMI ports
   
   • This worked initially, but the next day the sound disappeared again. Now, this does not work and I have no sound.

I have two other Roku Streaming Sticks, and I've never had this issue. I've had those devices for several years and they work perfectly fine. 

Can anyone help me with this, or do I need to get a new one through warranty?

[RokuEmmanuel-D · Accepted solution]

Welcome, and thanks for posting here in the Roku Community, @JGriggs84!

We noticed you are encountering an issue with your Roku Express 4K audio. We would be more than happy to monitor this for you.  

Have you attempted connecting the device to a different television to see if the problem persists? If not, we recommend trying to isolate the issue even more. Also, try changing an HDMI cable because cable problems can sometimes cause Audio issues. 

In addition, since you noticed that the problem is only happening on a few channels, could you please try to remove the channel, perform a system reboot, then reinstall one of the apps again and observe if it can return to regular operation? If that resolves the issue, try all affected channels and evaluate. 

You may also change the Audio Settings on your Roku by going to Settings > Audio > Digital Output Format > Stereo. Hopefully, this will restore the audio on your channels. 

You can look for those troubleshooting steps here: Resolving a channel playback issue.

Please keep us posted so we can help you further.

All the best,
Emman

[JGriggs84]

Hello, 

I have removed the channel and reinstalled it. I've removed the app and reinstalled it. As I stated previously, I have reset (reboot) the entire system. Nothing has worked. No, I have not tried changing the changing the HDMI cord because it is only 6 months old. I have two Roku Streaming Sticks and they do not have these issues. If it is a faulty cord, I believe it is still in warranty and you all should provide it. Can you offer me any other solutions or perhaps simply replace the device?

[RokuTakashi · Accepted solution]

Thanks for your response, @JGriggs84 

For this matter, we'd like to suggest to fully resetting your Roku device to factory settings since the issue on your Roku device is only persistent with a specific app, while most apps work.

Perform the following steps with your Roku remote or the Roku mobile app.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Advanced system settings
5. Select Factory reset
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions

Note: A factory resetclears the majority of data from your Roku device and restores it to a factory default configuration.

After a successful factory reset, your Roku device will restart in the same state as a factory-new device and will be ready for you to re-activate the Roku device once again.

We hope this works.

Best wishes,
Kash

[StarDeSoul · Accepted solution]

I had this same issue today with Netflix, Amazon Prime, and a couple other apps with no sounds 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.