Solving playback issues

[BigBlonde]

We have the newest Roku Ultra (4850X - Ultra, software version 14.0) with the top-of-line Bose soundbar and a 65-inch Sony TV. When we start watching TV in the morning there's no audio. We've tried many things, but the only way to get the audio working again is to turn off the power for everything and turning it back on again. After a cold restart, the audio works as it should for the rest of the day. We didn't have this problem with the old Roku Ultra that we just replaced.

We replaced all the HDMI cables, and that didn't help. Restarting only the Roku doesn't work. Restarting only the TV doesn't work. The Roku is plugged into the ARC HDMI input and the soundbar is plugged into the other high-capability port, as the TV says it should be. We tried swapping them, and that didn't work. We have also updated the firmware on all devices. 

Only content from the Roku has this problem. Audio from the TV itself works when audio from the Roku does not.

We have no idea what to do to fix this problem, so help would be appreciated.

[RokuTakashi]

Hi, @BigBlonde 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the audio issue you have encountered with your Roku Ultra, and we acknowledge the efforts you have made in an attempt to resolve the issue. Our team would like to gather more details for us to further review this case closely. Can you please provide the details below:

• Does the issue happen with a specific channel/app or throughout the Roku platform?
• Have you tried unplugging the soundbar and using just the Roku Ultra and the TV speaker to see if you notice any difference?
• What specific brand and model is the soundbar you are currently using with your setup?
• Have you tried another device, such as a game console, and observe if the same issue occurs with the audio?
• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID.

With more details related to the problem at hand, our team will be able to investigate this further.

Your response, along with the requested details, is greatly appreciated.

Best wishes,
Kash