Forum Discussion

CGoldwein's avatar
CGoldwein
Newbie
2 years ago
Solved

Sound cutting out across multiple streaming services

Hi there.  I have a new Roku Express 4K+.  I am able to watch streams from various providers.  However, every so often the sound cuts out.  It is happening across multiple streaming providers, so the...
roku player
  • YouTubeSter's avatar
    YouTubeSter
    11 months ago

    I found a solution to this issue that I hope works for others.

    My TV set is an older Samsung 4K model.  I've had various flavors of this issue (e.g., sound cutting out, sound getting distorted, picture freezes) with an older Roka Ultra for months, and when I replaced that unit with a new Roku LT and saw the same (but fewer instances of the) problem I started digging deeper.

    I found that Roku's automated setup, in both of my Ultras, identified my TV set as "Automatic (4K HDR10 at 60fps)".  (You can check what your setting is under Settings > Display Type).  I changed the setting to "4K 30fps TV" on my older Ultra, and to the generic "4K" on my newer device.

    All is fine now.  I'm guessing that my older 4K TV set isn't able to consistently handle 60fps input.

renojim's avatar
renojim
Community Streaming Expert
2 years ago

You might want to try a different HDMI cable or a different HDMI input on the TV.  If it's new, you might want to try a factory reset and start over just to see if it helps.  If it doesn't, factory reset it again and return/exchange it while you still can.  Some problems aren't worth mucking with when it's a new device.  It should just work when it's connected to a TV and there aren't other components involved.  Now if you're using an AVR or a soundbar or have some other exotic audio setup, then that's another matter.

How do I factory reset my Roku® streaming device? | Official Roku Support