Features, settings & updates

[TurboInTheWind]

3 out of my 4 Roku OS TV's have lost all the theme sounds since the 14.1 update. A friend of mine has the same issue. It's something to do with the 14.1 update. I have done everything to get the sound working again. I have even factory reset the TVs. I can get the sound working again if I unplug the TVs then plug them back up or go to settings on the Roku OS and do a power restart. The TVs will work until the TVs are turned off. Then when they are turned back on the sound is fine again. It's nothing to do with the TVs. It's something to do with the Roku 14.1 update. These TVs are different brands also.

[TurboInTheWind]

I forgot to mention all of these TVs have sound bars of different brands hooked up to the TVs by way of an HDMI cable. It can be corrected by either doing a system restart or unplugging the TVs and plugging them back up. The sound is back until the TVs are powered off and then later powered back on then the sound has disappeared again.

[RokuEmmanuel-D]

Hey there, @TurboInTheWind.

It's great to have you here in the Roku Community!

Thanks for informing us about the issue you've experienced with your Roku. Since the sound effects disappeared after an update, we'd like to take a closer look at your concern. 

To help us investigate further, could you please provide the following information?

• 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)

Please get back to us soon.

Best,
The Roku Community Team

[TurboInTheWind]

From 3 different TVs as soon as I turned them on. No sound from themes. Sound from TV channels work fine. After a full system reboot or unplugging the sets the theme sounds come back until powered off again. Thanks

Two Onn TVs one TCL TV.

[RokuEmmanuel-D]

Thanks for the follow-up, @TurboInTheWind!

We really appreciate you taking the time to supply all the needed information to proceed with the process. 

We'd be more than happy to pass this along to the appropriate team for further investigation. 

Please stay tuned for more updates!

Best,
The Roku Community Team

[RokuEmmanuel-D]

Hey, @TurboInTheWind.

We would like to inform you that this issue is under investigation. The team needs more details to resolve it quickly. 

Here are a few things we'd like to know about.

• Could you tell us if the issue persists when you disconnect the Soundbars from the TV? 
• Also, is the CEC enabled on your TV? For more details, visit this support article here. 
• Lastly, can you please provide the Make/Model of your Soundbars? 

Please get back to us soon!

Best,
The Roku Community Team

[TurboInTheWind]

Even when the sound bars are disconnected there is no theme sounds until I perform a system restart. CEC is enabled on all TV sets since they are around two years old they automatically connect to other devices and set up the proper settings without having to do it manually. I checked the settings and the CEC is enabled on all TV sets. Regular sound from movies and other TV channels work fine just the theme sounds are not playing until a restart of the system. The theme sounds were working just fine until exactly when the TVs got the 14.1 update. I know because the TVs were all updated the same day. No sound from the TV speakers or the soundbars until performing a system restart. Then the theme sounds will play until one or two regular normal restarts by just powering them off normally then no theme sounds again. 

My soundbars are as follows 

Vizio model M51a-H6 which is connected to an Onn TV 

Vizio model M512a-H6 which is connected to an Onn TV 

TCL model S21BW which is connected to a TCL TV 

[RokuEmmanuel-D]

Thanks for this detailed info, @TurboInTheWind!

Your cooperation is highly appreciated! The team will be able to investigate further with these details. Thanks for sharing this!

We'll keep you posted. Please stay tuned!

Best,
The Roku Community Team

[TurboInTheWind]

The TV model numbers are as follows 

Onn 65" Qled 100071705

Onn 55" Qled 100071701

TCL 32" 32S357

Thank you for your time and quick response.

[RokuEmmanuel-D]

Thank you, @TurboInTheWind!

I have already forwarded this to the team. This will be super helpful to the investigation.

Let us know if you need help with anything!

The Roku Community Team