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picture but no sound

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By Rock, 25-Mar-2012 15:39 PDT Permalink Report abuse

Instant video movie has picture but no sound on Roku box. Works fine on PC and Fire. Works fine with TV shows. When I try to play a movie, I get no sound. The trailer even plays well.

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By Jonathan, 25-Mar-2012 19:31 PDT Permalink Report abuse

It might be a problem with the actual movie if other Amazon content is working. I'd contact Instant Video support: https://www.amazon.com/gp/help/contact-us/digital-video.html

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By GenaTavis, 21-Jul-2012 06:26 PDT Permalink Report abuse

I have been having this same issue with no sound thru my roku. I called amazong support and they had me change my audio setting on the roku box to "stero" (it was on 5.1 surround sound). This fixed the problem and the audio will now play thru the roku box.

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By Matt Kmety, 21-Jul-2012 09:04 PDT Permalink Report abuse

Once you change your audio setting from 5.1 surround sound to stereo, it will work correctly.

From the Roku home screen, select settings, and then select audio mode. The option should be in that menu.

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By Manu Chhabra, 05-Oct-2012 09:21 PDT Permalink Report abuse

yes, it works, but you are only using the front two speakers, not surround sound. It affects the quality of experience. I have to increase the volume when someone speaks and decrease the volume when there is action scenes and other background sounds..

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By Chey B. - Forum Moderatoramazon, 06-Oct-2012 14:25 PDT Permalink Report abuse

In reply to Manu Chhabra

05-Oct-2012 09:21 PDT

yes, it works, but you are only using the front two speakers, not surround sound. It affects the quality of experience. I have to increase the volume when someone speaks and decrease the volume when there is action scenes and other background sounds..

Hello Manu -

I'm sorry to hear about the trouble you're having with your stereo while using Amazon Instant Videos. Our Help Page has some great tips on setting up your audio connections: www.amazon.com/gp/help/customer/display.html/?nodeId=200238940#audio. If after following the advice in our Help Page you're still having trouble with the audio, our Technical Team may be able to find out why: https://www.amazon.com/gp/help/contact-us/digital-video.html.

Please let us know how it goes! Your experience can help other members of our Community.

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By C. Mai, 27-Oct-2012 23:02 PDT Permalink Report abuse

In reply to Chey B. - Forum Moderator

06-Oct-2012 14:25 PDT

Hello Manu -

I'm sorry to hear about the trouble you're having with your stereo while using Amazon Instant Videos. Our Help Page has some great tips on setting up your audio connections: www.amazon.com/gp/help/customer/display.html/?nodeId=200238940#audio. If after following the advice in our Help Page you're still having trouble with the audio, our Technical Team may be able to find out why: https://www.amazon.com/gp/help/contact-us/digital-video.html.

Please let us know how it goes! Your experience can help other members of our Community.

The link that you specified say that to get the best audio we should be using 5.1 audio with HDMI. Well, that is what doesn't work with Amazon Instant Videos on the Roku. In particular the XDS model that I have. So it's a problem with the Amazon Instant video program on the Roku box.

What use is my Amazon Instant Video that comes with my prime membership if my audo does not work on 5.1 and I have to switch it to Stereo when I want to watch. I don't even use Amazon Instant Video because of this limitation. I am considering canceling my Prime membership because of this.

Please Amazon, fix this, or tell me how to use 5.1 audio on my Roku with Amazon Video.

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By DeAnne S.- Forum Moderatoramazon, 29-Oct-2012 11:15 PDT Permalink Report abuse

I can sure understand your frustration over not being able to use 5.1 audio, C. Mai. I did a quick internet search and I see this is an issue with the XDS Roku models, not only with our Amazon Instant Videos, but also with Netflix and other streaming sources.

I'd recommend contacting Roku to see if there's some type of upgrade they'll be able to offer for their device. The following link will put you in touch with their online support: http://support.roku.com/home.

I've also gone ahead and have passed your comments on to our Amazon Instant Video team to let them know of this issue. If you have any feedback or suggestions for us, please visit this page: https://www.amazon.com/gp/help/contact-us/features-and-services.html.

Please feel free to post back if you have any questions or would like additional help!

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By Paul Jackson, 19-Jan-2013 20:31 PST Permalink Report abuse

In reply to GenaTavis

21-Jul-2012 06:26 PDT

I have been having this same issue with no sound thru my roku. I called amazong support and they had me change my audio setting on the roku box to "stero" (it was on 5.1 surround sound). This fixed the problem and the audio will now play thru the roku box.

Thanks Gena. Your posted solution fixed the problem for me.

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By Susan King, 04-Feb-2013 11:33 PST Permalink Report abuse

In reply to DeAnne S.- Forum Moderator

29-Oct-2012 11:15 PDT

I can sure understand your frustration over not being able to use 5.1 audio, C. Mai. I did a quick internet search and I see this is an issue with the XDS Roku models, not only with our Amazon Instant Videos, but also with Netflix and other streaming sources.

I'd recommend contacting Roku to see if there's some type of upgrade they'll be able to offer for their device. The following link will put you in touch with their online support: http://support.roku.com/home.

I've also gone ahead and have passed your comments on to our Amazon Instant Video team to let them know of this issue. If you have any feedback or suggestions for us, please visit this page: https://www.amazon.com/gp/help/contact-us/features-and-services.html.

Please feel free to post back if you have any questions or would like additional help!

You state it is a Roku issue, but I contacted Roku and their response was it has to be an Amazon issue, otherwise why would it work fine with Netflix? And, it works great with Netflix. I can only get stereo with Amazon, so I do not plan to renew, unless this is fixed.

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By Ian V. - Forum Moderatoramazon, 04-Feb-2013 15:01 PST Permalink Report abuse

Hi Susan, we definitely offer 5.1 sound for some titles that can be streamed to the Roku. One thing you can try is to change the sound on the Roku from 5.1 to stereo and back again. Also, since Amazon's file sizes are larger than Netflix, you might be experiencing a connection issue. Since your connection speed fluctuates all the time, you'll need to be able to maintain a minimum speed of 3.5 Mbps. If your speed starts to drop, we'll replace the 5.1 audio with stereo to preserve the picture quality.

I hope this helps.

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By Multistyles, 02-Mar-2013 22:47 PST Permalink Report abuse

In reply to Ian V. - Forum Moderator

04-Feb-2013 15:01 PST

Hi Susan, we definitely offer 5.1 sound for some titles that can be streamed to the Roku. One thing you can try is to change the sound on the Roku from 5.1 to stereo and back again. Also, since Amazon's file sizes are larger than Netflix, you might be experiencing a connection issue. Since your connection speed fluctuates all the time, you'll need to be able to maintain a minimum speed of 3.5 Mbps. If your speed starts to drop, we'll replace the 5.1 audio with stereo to preserve the picture quality.

I hope this helps.

So that's what it is. That's not good I have great internet speed 50 up 10 down and this only happens on Amazon. I despise listening to it in stereo for obvious reasons. I rather the picture adjust to the fluctuations than kill my 5.1. That never happens when I'm watching Netflix. Netflix will adjust the picture instead of sound. I hope you will come up with a solution for this. Using stereo only on a $1,000 surround system is quite frustrating.

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By Ryan Musick, 24-Apr-2013 15:30 PDT Permalink Report abuse

The issue with no sound is also happening with HBO go.

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By xailor, 28-Apr-2013 21:03 PDT Permalink Report abuse

I understand it is natural to push the problem onto the player from a support organization, but this is an Amazon app issue on Roku. I can play 1080p and 5.1ch content through every other provider on any device. I have full 7.1ch capability and have a receiver that can infer and adjust to basically any digital stream, alas there is simply no audio ONLY on the Roku Amazon app. I have a 40+ pipe and the bandwidth response is simply not accurate, I incur zero buffering issues with Amazon on any other device nor any other web service in general.

Amazon, I love you and I'm Prime, but you need to own up to this, it is an Amazon problem. I am a computational scientist and have written and continue to contribute to video and audio codecs. This is 2013 now, we all have expectations of HD and 5.1ch at minimum NOT 2.0ch movies.

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By Patricia D, 05-May-2013 13:54 PDT Permalink Report abuse

I am also a Prime member and we have been having the same problem with picture only no sound through our Roku box. No problems at all with Netflix. This weekend we were trying to watch The Good Wife and it started fine for about 10 minutes then no sound. We tried again later and then again today and still no sound. We even tried a couple more movies and no sound. I like having the Amaxon Prime because some movies they offer that I have to get a dvd from on Netflix like the series The Good Wife. It is free on Amazon. If Amazon cannot get this issue fixed I will not renew nor will I recommend to others. We did put our Roku on stero settings as suggested and it seems to have worked but I don't want to have to do this on our new HD tv.

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By M. Marnell, 08-Jun-2013 09:59 PDT Permalink Report abuse

I am also having this problem. I wouldn't have posted but I want to make it clear this is impacting others. As many have stated before, Netflix, Hulu, etc. all work great in 5.1 surround - Amazon Instant Video is the ONLY Roku app that has absolutely no sound when I'm in surround mode and streaming video. I have to switch over to stereo to watch on Amazon. It took quite a while to figure it out since the app sound effects work on surround, but when you stream a movie it just becomes silent. My home theater setup is way too nice to make use of only 2 speakers. Amazon, you need to own up to this and figure out what the technology issue is here - you are on notice!

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By Nathan Chamness, 24-Jun-2013 09:46 PDT Permalink Report abuse

I too view Amazon Prime's offering through a Roku box set up for 5.1 audio. Of all the channels I get through my Roku box, Amazon is the only channel where I experience this problem. To me, it sounds like the alien voices in the movie District 9. Also, I find it impossible to use "rewind" while watching Amazon streaming video. It will not take commands to stop the rewind and will eventually stop the rewind in some random location. These problems taken together lead me to conclude that this is Amazon's fault, and nobody else. If it was not for the Amazon Prime shipping, I would not continue my membership.

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By Artadmirer, 05-Jul-2013 12:46 PDT Permalink Report abuse

I had this same problem with streaming Amazon Prime Video content regarding no sound. This was happening not with every movie, but with some that I tried to play. I was using an older model Roku box and this would only happen with Amazon.
However, I recently purchased a Roku3 box and no further problems. My sister was having the same problem and when she went to the Roku3 no further problems. The streaming is also much faster and flawless. Currently we have three Roku Boxes two are new Roku3 the other one is an older box. This older box also has the same problem with sound from Amazon. So in conclusion that was a total of three DIFFERENT older boxes ALL of which would not stream sound from Amazon. Currently of the two Roku boxes that were upgraded the problem was solved. It appears that the file formatting was not being processed through the older boxes therefore it appears to have been a Roku problem. Also the older boxes were both intermittently slowing with Netflix, not always but sometimes. The third older box is also doing the same in terms of streaming function being a bit slower on Netflix and no sound on some of the movies streaming from Amazon.
Also the previous listed fixes regarding changing the Roku settings from 5.1 to stereo did in fact worked but defeated the purpose of my sound system leaving only stereo. Now with the upgrade to the Roku3 no problems 5.1 is flawless.
In this case it was a Roku Box problem and not Amazon. If there is a fix for the older boxes I would say it is Roku that has to step up to the plate. It was a frustrating situation with one company blaming the other. I just happen to find this out when I upgraded to the new Roku3 as my old box was ready for replacement anyhow.
Hope this helps.

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By Scott Walker, 06-Jul-2013 07:17 PDT Permalink Report abuse

In reply to Artadmirer

05-Jul-2013 12:46 PDT

I had this same problem with streaming Amazon Prime Video content regarding no sound. This was happening not with every movie, but with some that I tried to play. I was using an older model Roku box and this would only happen with Amazon.
However, I recently purchased a Roku3 box and no further problems. My sister was having the same problem and when she went to the Roku3 no further problems. The streaming is also much faster and flawless. Currently we have three Roku Boxes two are new Roku3 the other one is an older box. This older box also has the same problem with sound from Amazon. So in conclusion that was a total of three DIFFERENT older boxes ALL of which would not stream sound from Amazon. Currently of the two Roku boxes that were upgraded the problem was solved. It appears that the file formatting was not being processed through the older boxes therefore it appears to have been a Roku problem. Also the older boxes were both intermittently slowing with Netflix, not always but sometimes. The third older box is also doing the same in terms of streaming function being a bit slower on Netflix and no sound on some of the movies streaming from Amazon.
Also the previous listed fixes regarding changing the Roku settings from 5.1 to stereo did in fact worked but defeated the purpose of my sound system leaving only stereo. Now with the upgrade to the Roku3 no problems 5.1 is flawless.
In this case it was a Roku Box problem and not Amazon. If there is a fix for the older boxes I would say it is Roku that has to step up to the plate. It was a frustrating situation with one company blaming the other. I just happen to find this out when I upgraded to the new Roku3 as my old box was ready for replacement anyhow.
Hope this helps.

We have a Roku 3. We do not get surround sound through Amazon Instant Video, though we do from the other Roku channels that provide it. We also have a smart TV that gets Amazon Instant Video - no problems getting the surround sound there. It is just on the Roku that there is no surround sound from Amazon Instant Video.

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By Patrick Burton, 06-Jul-2013 10:00 PDT Permalink Report abuse

I also purchased a Roku 3 this last week. Netflix and other media channels work fine: no issues. Surround sound is great. But Amazon Prime sound does not work on it on Surround sound setting. I am only doing the 30 day trial of Amazon Prime right now. I will not be purchasing Amazon Prime because of this problem. You are losing customers Amazon Prime: you need to fix this and do it quickly! Thanks.

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By Scott Walker, 06-Jul-2013 11:08 PDT Permalink Report abuse

In reply to Johnny K. Young

Deleted by Amazon, 06-Jul-2013 10:02 PDT

Johnny, thanks for offering to call and sort that out for us. Please report back with what you learn.

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By Scott Walker, 06-Jul-2013 12:50 PDT Permalink Report abuse

Thanks for the prompt reply! You add so much to the discussion. Amazon is so lucky to have you as a "help forum pro".

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By MamaBear007, 06-Jul-2013 14:33 PDT Permalink Report abuse

In reply to Scott Walker

06-Jul-2013 12:50 PDT

Thanks for the prompt reply! You add so much to the discussion. Amazon is so lucky to have you as a "help forum pro".

Scott, it wouldn't do you any good for Johnny to call Amazon's Customer Support. Chances are, they would need information about your device that only you can provide. Call Amazon or don't, your choice.

BTW, Johnny and I are both customers. None of the Pros are employed or paid by Amazon.

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Initial question 25-Mar-2012 15:39 PDT
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