Solving playback issues

[LotharK]

Hello, seems that I have started to have the same issue. I have the Roku Ultra 2, model 4802X. Software version 14.0.  It is hooked up to the tv with a HDMI cord. The no sound started last night, I unplugged the unit, plugged it back in and we had sound. Wanted to watch it today, and the same thing happened. Had to unplug it to get sound.

[RokuEmmanuel-D]

Thanks for flagging this issue here in the Roku Community, @LotharK!

We understand that you're experiencing trouble with your Roku Ultra's audio when trying to stream. No worries; we're here to help.

You may try the following troubleshooting steps below to see if the audio issues on your Roku Ultra disappear.

• Try changing an HDMI cable. HDMI cables are also responsible for carrying the sound from your Roku to your TV; you might need to try changing it to see if the issue persists. 
• Try a different HDMI port on your TV. This will determine if the initial port where the HDMI cable was connected was causing the problem. 
• Try it on a different TV. It could also be possible that the TV is causing the issues; trying it on a different TV will help us determine whether the issue lies within the device or the TV itself. 

If the issues still persist after doing all the steps above, let us know and we'll help you further. 

We hope this works for you. 

All the best,
Emman

[LotharK]

Changed the HDMI cable, and the HDMI port, and on another TV. It still happens randomly. Re-start the unit and all is OK for a bit. Having to restart it while watching a movie or a show stinks. Unit is 2 years old, I believe it is the unit or the software upgrade.

[RokuEmmanuel-D]

Thanks for keeping us posted, @LotharK!

Since the issue is still persisting, we'd like to dig into it further so we can get this sorted out. 

To help us in the investigation, could you provide your device details such as...

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• If this is happening only on a specific channel, please also provide the Channel build version (Highlight the app from the Home Screen and press the Star * Button).
• Short video of the exact behavior of the issue.

Your cooperation will lead us one step closer to resolving this issue. 

Looking forward to your response,
Emman

[LotharK]

I started to watch tonight and was about 30 mins into the program. It happens on on several different apps. I think this is what your looking for?

[RokuEmmanuel-D]

Hi, @LotharK.

We appreciate you getting back to us and providing the necessary details to give us a better understanding of your concern. 

Since we already have your device information, we'll make sure to pass it along to the appropriate Roku team so they can conduct a thorough review and investigation.

Please stay tuned for any progress on this issue. 

Thanks,
Emman

[RokuEmmanuel-D]

Hi, @LotharK.

How's everything going? We just wanted to gather more information about the issue you're experiencing. 

Is your TV connected to a sound system? Also, is the audio issue occurring on all channels or just one specific channel?

We are anticipating to hear from you soon. 

Thanks,
Emman

[LotharK]

Yes, our TV is connected to a sound system. Connected but haven't used in awhile. The audio issue has happened on a few different channels/apps. It is very random, turn TV on, hit home button, no sound. Be watching a program, all is good, then all of a sudden no sound. Sometimes it may be days before it happens. We normally don't watch alot of TV, mainly in the evenings.