Solving playback issues

[Tattooed1]

• Roku streaming stick w/new Vizio 2.1 Soundbar. Video will drop/buffer and audio cuts only after installation of new Soundbar. Got a new HDMI arc cord thinking that would do the trick. No playback/audio problems until Soundbar. Uninstalled Soundbar and no issues. Are they not compatible? 

[RokuNimfa-C]

Hi @Tattooed1, 

Thanks for reaching out to the Roku Community. 

If you are experiencing an issue with the surround sound setup with your Roku Streaming stick, there are a few steps you can take to troubleshoot the issue. We suggest you visit our support page for more information it also includes a suggested troubleshooting step to take to resolve the problem you are seeing: How to set up your Roku® streaming player for surround sound

Does this help? Keep us posted. 


Regards, 
Nimfa

[Tattooed1]

Thank you for the suggestion but all those bases have been covered including purchasing a new HDMI arc cable just in case the one that came with the soundbar was faulty. What happens is during streaming, regardless of platform (Hulu, Netflix, prime etc), the picture will drop as does the sound for about 3 seconds and then it comes back on. It’s frustrating because dialogue has been missed. It happens every few minutes. I have been looking online for answers and none of them quite describe what is happening. I don’t think it’s an issue with the soundbar-it seems to be the Roku only when the Soundbar was installed 

[RokuNimfa-C]

@Tattooed1, 

Thanks for getting back to us. 

We certainly understand that the video and audio drop only when your Roku device is connected to the soundbar. We recommend you follow the tips below and see if it helps: 

• If you are running video through an AVR or soundbar, check that the correct input is selected.
• Make sure your Premium High-Speed HDMI Cables (if any) are firmly connected to all devices. If you are using a Roku Streaming Stick, make sure its connections are all secure and it is firmly attached to the HDMI input of your TV, AVR, or soundbar.
• If the behavior continues, review the suggestions for determining why you do not see video.

Keep us posted on how it goes. 


Regards, 
Nimfa