Solving playback issues

[Tigerwraith]

I have an older express 3960X that the sound quit working. Tried everything moved hdmi ports, reset the device, even did a factory reset twice. Still no sound. Tried it on a different TV still no sound. Only has sound when ROKU is displayed. So I went and bought a brand new express and it has the same issue. Both audio settings are on Auto, TV does produce sound as a Xbox and blu-ray player are both connected and work. 

Any ideas on what this could be. I will say it was working this past Friday 4/25/25 but over the weekend something changed as no one used it over the weekend. Any help would be welcome. 

Thanks

[RokuJohnB]

Hi @Tigerwraith,

Welcome!

Thanks for letting us know about this issue! We appreciate the troubleshooting you’ve done so far. We need a bit more information to help us out.

• Is this issue occurring on all channels you access, or is it specific to certain ones?
• When did the issue start?
• Are any external devices, such as speakers or a soundbar, currently plugged into your TV?

Appreciate your help regarding this matter.

Thanks,
Roku Community Team

[Tigerwraith]

1. all channels, all apps, even the menu does not have sound when moving the selection icon. 
2. I did state it was working fine 4/25/25 and issue was found Sunday 4/27/25.

3. No external speakers or soundbar. All sound is through the TV. 

[RokuTakashi]

Thanks for keeping us posted, @Tigerwraith 

Have you tried plugging the Roku device into another TV if you have another one available? In this way, we can check the source of the issue.

Keep us posted on what you find out.

Thanks,

Roku Community Team

[AvsGunnar]

@Tigerwraith 

Since you have already tried the device on another TV, did you happen to use the same HDMI cable, or did you also try using the new HDMI cable (from the new device) and still getting same results?

[Tigerwraith]

I used an extra working HDMI cable I have here at the house. 

[AvsGunnar]

What are the model numbers of the TVs not working with the Roku devices?

Definitely strange that 2 different Roku Express 3960 won't output audio to either of them.

Would seem either has to be an issue with...

1. HDMI cable

2. Roku compatibility/bug (not seeing other similar posts at this moment)

3. TV firmware issue (unless using two different TV manufacturers, makes this less possible).

----

For clarity, are both devices when hooked up to both the TVs exhibiting exact same behavior (ie. only hearing sound when displaying the Roku logo during boot)? 

I would also try going into Settings/Audio/Digital Output Format and see if manually changing to one of the available settings (other than Auto) helps resolve issue.  Maybe the Auto setting is not selecting the most appropriate format for your TVs. 

[Tigerwraith]

The 2 TVs I tested on first were TCL roku ready TVs. Model 32S3600 One is my Son's and we have an extra. I tried both Roku devices on both TVs same issue. Everything works but sound. I did try it on my LG TV and sound works. Its almost like the Roku is on mute but the remote doesnt have a mute button for the express. My Roku Ultra has a mute but it cannot control the express. 

The TCLs are not connected to the net, so the firmware doesnt get updates. Like I said it was working before 4/25/25 but by 4/27/25 it quit and all it did was play the screen saver. (My son would leave the TV on while he isnt home)

[RokuTakashi]

Hi, @Tigerwraith 

Thanks for the update.

Can you please confirm that two of the Roku devices work without issues when connected to the LG TV?

Let us know.

Thanks,

Roku Community team