Solving playback issues

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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rfvigll
Level 7

No sound on Streaming Stick 3820

model 3820x stick 4k

ser #x010700t47ath

soft ware 10.5.1 build 4059-cu

up time 1 day

roku.com/support

device id s08y41947ath

network frontire 8447

ip address 192.68.254.17

wireless mac address bc:d7:d4:53:eb:83

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2 REPLIES 2
Rmhawker
Level 7

Re: No sound…please see my comment below, I need help asap.

I am having the exact sample problem.  Just noticed it today for the first time while watching HBO max.  But once no sound, it affected all channels.  Tv sound works fine if I unplug roku.  The only way I could hear sound was through headphones through the roku app on my phone.  Went watch HBO on my other tv which has a different roku ( and a different brand) and the exact same thing happened.  They are two different rokus.  I ended up factory reserving that one because I got so frustrated, then I got the sound back temporarily, but sure enough, it went away again!  So I paired my phone to a Bluetooth speaker and put it next to my tv and had the sound run through my phone again because it was the only way I could hear it.  Do you guys have a glitch in your system that needs to be updated?  I mean how else could this be happening to two different rokus of mine on the same day, and others are having the same problem?  Please help.

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RokuDanny-R
Roku Employee
Roku Employee

Re: No sound…please see my comment below, I need help asap.

@rfvigll @Rmhawker

Thanks for the posts.

If you are unable to resolve the issue, can you please provide us the following information:
-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 be 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 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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