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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ottoburgess
Level 7

starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

this is happening on roku ultra 4k, roku express 4k, and tcl roku tv. happening on all channels. on youtube, getting video signal loss between adds and program as well.

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4 REPLIES 4
RokuKariza-D
Roku Employee
Roku Employee

Re: starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

Hi @ottoburgess

Thanks for bringing this to our attention.

Could you please provide us with the following information:

-Roku device model
-Serial number
-Device ID
-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 5 times, followed by the Back button 5 times)
-Steps to reproduce the issue you are seeing

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


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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ottoburgess
Level 7

Re: starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

i corrected this problem by getting new roku ultra units. however, now i am having other connection issues.

also, the email support function is on your support site fails every time i try to use it.

read the following.

i have a two new ultra units that keep automatically switching to 1080p hdr @ 30hz. Display Resolution Reset message. please help! all connections are with high quality 4k @ 120hz hdmi cables. one unit is connected to a yamaha tsr-700 avr then to an lg cx oled tv (4k @ 120hz, dolby vision, supported) earc. the other unit is connected to a marantz sr6015 avr then to an epson ls500 ust projector (4k @ 60hz, hdr10, supported). every time i turn each system on the roku ultra units go back to 1080p hdr @30hz. even if i manually change them, they will not say, and i can only get @ 30hz and not @60hz. please help!

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RokuDanny-R
Roku Employee
Roku Employee

Re: starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

@ottoburgess

Thanks for the post.

Please see @RokuKariza-D's previous post to your original inquiry.

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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ottoburgess
Level 7

Re: starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

It seems the issue was on the Yamaha TSR-700. The HDMI mode was set to 2, which seems to be only for 8k. Setting it to mode 1, corrected the issues. Also found the right settings for the Marantz SR6015. It is kind of frustrating sometimes getting all the possible setting correct. Thanks! love my new Ultra units.

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