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usedtobeagoodTV's avatar
usedtobeagoodTV
Channel Surfer
3 years ago
Solved

No sound unless I power cycle Roku TV

More and more often I don't get sound unless I power off the TV completely. 

This is a smart TV Westinghouse) with Roku built in.

I've tried all of the sound settings that apply and it still happens (again, intermittently)

  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi Frank71,

    Thanks for keeping us posted!

    The issue you are experiencing may be hardware related. Have you tried contacting your TV manufacturer support yet to inquire further? I'd suggest starting there to see what options or suggestions they can provide. Each Roku TV manufacturer provides direct support for their Roku OS products. 

    For a list of Roku TV manufacturer's contact information, visit our Community post here: Contacting Support for Your Roku TV

    Thanks,
    Kash

74 Replies

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  • Kandirose86's avatar
    Kandirose86
    Binge Watcher
    3 years ago

    I am having the same issues with the roku phillips tv. Everything is wifi no cables but the power into the outlet. So what would be the issue then Rokus software sucks?

    • Realeat20's avatar
      Realeat20
      Channel Surfer
      3 years ago

      I am currently testing a theory.  It appears that if I back out of the app in use (ex Netflix or plex) then power down from the home screen the audio doesn't error out.

      I haven't had a long enough testing time yet (only three days) but it appears to not fail if shut down this way. 

    • RokuAnjelie's avatar
      RokuAnjelie
      Community Moderator
      3 years ago

      Hi Community users, 

      Thank you for posting here in the Roku Community.

      We regret hearing it from all of you regarding no sound unless you restart your Roku TV. 

      We want to gather more information about the issue you're running into. Can you please give us more details regarding the problem you're having so we can further assist you:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
      • tracker ID when this issue occurs (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)
      • steps to reproduce the issue you are seeing
      • when did you start seeing this issue occur

      Once we have this information, we can pass it along to the appropriate Roku team for further investigation. We are looking forward to your response.

      Thanks,

      Anjelie

      • Kandirose86's avatar
        Kandirose86
        Binge Watcher
        3 years ago

        Phillips  model: 32pfl6452/f7d

        hardware id: 8657x

        software: 12.00 build 4182-63

        device id: sogl100dr107

        purchased from walmart june 28 2023

        ways no sound after power down with spectrum app

    • Kandirose86's avatar
      Kandirose86
      Binge Watcher
      2 years ago

      Update since the last roku update things have been working well with tv. No no sound issues. Im really not trying to jinx it.

  • RokuKarla's avatar
    RokuKarla
    Retired Moderator
    3 years ago

    Hello @TusedtobeagoodTV

    Thanks for reaching out regarding the issue you are experiencing.

    Audio problems on the Roku, like no audio, distorted audio, or audio dropouts, can be caused by software settings or problems with your hardware and/or cables depending on the complexity of your setup. Please follow the steps below to troubleshoot this issue.

    1.  Check to make sure that your A/V receiver, HDMI switcher, or speaker are connected to your Roku with the HDMI, optical, or component cables properly put into both ends.

    2. Make sure all of your components are powered on.

    3. Verify that the correct input is selected on your A/V receiver, HDMI switcher, or soundbar.

    4. Check the volume level and mute settings on your television. Make sure mute is OFF and that the volume setting is at an appropriately audible level. If you need help, check the documentation for your TV manufacturer.

    Here's a link to our support page to find out more to troubleshoot the audio issue: What to do if you do not hear sound from your Roku® streaming player | Official Roku Support


    Regards,
    Karla

    • usedtobeagoodTV's avatar
      usedtobeagoodTV
      Channel Surfer
      3 years ago

      First, please stop telling me to check cables etc. If you're not going to read what I wrote, don't bother responding.  It's a Smart TV, with an internal speaker.  No cables are involved, period.  The audio was set to speaker months ago and it worked for months.  I'm not being rude, I just don't have time to check a response that has absolutely nothing to do with my issue.

      I'm convinced it is 100% a software issue.  I tried switching from speaker to auto (and back).  Doing that caused the menu sound to work (click) however the channels still did not have audio until I reset (powered off completely, then powered back on) the TV.

      The TV was set up months ago and there was no reason to change anything; the only changes are from software updates.  Please let me know when Roku has a patch, and I hope the updates are tested more thoroughly from here forward.

      • Ck571's avatar
        Ck571
        Newbie
        3 years ago

        I have been getting the same problem that appears to have started around the same time as when you made your post/question. I can do a system restart and get sound back, but this is getting very frustrating having to do it every time I try watching the TV. Clearly its a software issue if people are having the same problem, but they will likely give you the runaround answer to take care of the problem with a bandaid rather than admit a problem and resolve the issue with a software update.  

    • TheKirin's avatar
      TheKirin
      Newbie
      2 years ago

      What a terrible initial response from Roku. Do you hire high schoolers to run your tech support? You're supposed to gather information from the customer's opening statement BEFORE you begin troubleshooting.

  • rmsalyer2015's avatar
    rmsalyer2015
    Newbie
    3 years ago

    My Roku tv says system is "up to date" but I have no sound when powering on the TV. I have to unplug it every time (at least once - sometimes more) to get any sound. No additional cords or speakers. What's the deal?

    • Realeat20's avatar
      Realeat20
      Channel Surfer
      3 years ago

      rmsalyer2015 can you please help provide the roku team info to solve this issue by completing the instructions provided by the moderators.

       

      The more data they have the more likely we are to get a fix. I plan to submit a tracking number everytime the issue occurs until a fix is released. 

      • Kandirose86's avatar
        Kandirose86
        Binge Watcher
        3 years ago

        So instead on plugging tv power cord directly into outlet plug into a an extension cord or another pronged extension. If this doesn’t last i will be returning this tv to Walmart getting a refund and buy another non roku tv. This tv has been a dis’s point and i am severely disappointed. The worst tv i have had since the old big tubes.

  • Gvandy's avatar
    Gvandy
    Reel Rookie
    2 years ago

    That is the problem I’ve been struggling with too!  I

     

    Every time I turn the tv on there is absolutely no volume no matter how how high I press the volume.  I have to turn the tv off and unplug it then when I turn it back on the volume is back.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi Gvandy,

      Welcome to the Roku Community!

      We want to assist you with this. Could you please elaborate on the issue you're having? Are you having this issue with a particular channel, or are other channel/s affected? Also, what troubleshooting steps have you taken?

      With more detailed information, we'll be able to assist further.

      All the best,
      Kash

  • Kandirose86's avatar
    Kandirose86
    Binge Watcher
    2 years ago

    This tv has died after 60 days. $128 in the tube and I can’t even take it back to the store. I WILL NEVER BUY A ROKU PRODUCT AGAIN

  • Kendy73's avatar
    Kendy73
    Reel Rookie
    2 years ago

    Oh I'm having the same issue. It's super annoying having to restart the TV every time I turn it on. Lol these imbeciles answering you made me laugh. None them have reading comprehension.  The one legit telling you how to do exactly what you said you already do. Lmao 🤣. Did you ever find a good answer? 

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Kendy73,

      Thanks for making your first post here in the Roku Community.

      We'd love to help you out, but we need more details. Is this an isolated case to a specific channel, or does the no sound issue happen on the rest of the channels on the platform? And how long have you been experiencing this?

      Tell us more about it so that we can move forward to the next step.

      Warm regards,

      Rey

      • omd's avatar
        omd
        Newbie
        2 years ago

        We are done with Roku.  The responses are pathetic and demonstrate really poor customer service!

  • Kittenkitty1228's avatar
    Kittenkitty1228
    Reel Rookie
    2 years ago

    I was also having issues with it around the same time this post was made. My tv is a Hisense Roku TV and I have to completely restart the whole tv to make it work. I have also factory restarted it several times and I have had no change. 

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Kittenkitty1228,

      Greetings from the Roku Community!

      We'd like to help. Do you have any external devices? Could you also tell us what are the steps to reproduce the issue? Does this case affect the rest of the channels on the platform, or an isolated case to a specific channel?

      Please keep us posted.

      Thanks,

      Rey

      • Kittenkitty1228's avatar
        Kittenkitty1228
        Reel Rookie
        2 years ago

        It is the whole tv. It won’t play sound on the menu screen or the apps. There is absolutely no sound. I already said it is a Hisense Roku TV so it’s not an external device. It is all together as one. There are no cords and I have only had this tv for 2 years.