Solving playback issues

[kaleighgrimmer]

So I just bought my Roku Express last night, and tried for hours to fix the audio, to no avail. I have restarted it, unplugged it from the wall, I have switched HDMI cables, I have switched HDMI ports, I have switched the audio mode to “stereo” in the settings of my Roku, and I’ve even done a factory reset. I know this is not an issue with my TV, because I can connect my Apple TV and the sound plays just fine. Apparently Roku customer support doesn’t allow you to take phone calls for certain devices (like mine), so I’m turning to the community for this one! If all else fails I can return it, but I was really hoping I could get my Roku to work. 

Roku Model: 3930X

[RokuDanny-R]

@kaleighgrimmer

Thanks for the post.

Can you please provide more information about the issue you are experiencing? Are you experiencing no audio on all channels you are accessing on the Roku device? Do you have any external audio devices connected to your TV, such as an AVR, or are you just using the TV for audio?

If you are still unable to resolve the issue, can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[kaleighgrimmer]

Today I returned my Roku Express and exchanged it for the Roku Streaming Stick 4K, and I set it up and still got no audio. It worked for a few minutes on Netflix, and then went silent again. This happens on all channels, and I am just using my TV for audio, which works fine when connected to my Apple TV. The serial number is X01700RK4L55. I know this is not an issue with my TV since the sound was working earlier, but I cannot get it to work again.

[AvsGunnar]

@kaleighgrimmer 

You can try fiddling with the various Audio settings under Roku.

Settings..Audio...Audio Mode

Settings..Audio...Streaming Audio Format

Settings...Audio...Digital Output Format

I know you mentioned Apple TV is working fine.  Not sure if you are using the same HDMI port and simply swapping out the devices or using different HDMI ports.  You may have to see if there are any Audio Settings under your TV's Audio Menu or HDMI menu (not the Roku) using your TV's remote that may need to be enabled or changed when using the Roku device.  Definitely try using the HDMI port that the AppleTV is using since you know that port is working.

Additionally, when the audio stops, try restarting the Roku device and see if audio returns.

Post back with your TV model number if still having issues after trying the above.  I am assuming you do not have another TV to test the stick on.