Anonymous Hi, I mainly use the Xfinity app on my Roku Express device. I tried your suggestions of uninstalling and reinstalling the app and performing a restart of the device. Unfortunately, this only works temporarily until the audio/video sync issue resurfaces again. I have also tried all of the suggestions in the official Roku Support articles. It seems that there are no permanent solutions to this problem. Is Roku still aware of and addressing it?
Hi f2bme,
Thanks for your first post in the Roku Community!
We're sorry to hear that you've been having an issue with the audio that is out of sync with playing content on the Xfinity channel.
Just to verify, are you using an A/V receiver or soundbar with your TV/Roku player setup? When did this issue first start occurring?
In Settings > Audio > Audio mode, what setting do you have selected? Does the same issue occur if you change the setting to Stereo or Auto?
One additional suggestion we would like for you to try is you can check for a manual system update by navigating to Home > Settings > System > System update > Check now and seeing if you notice any difference.
We would recommend trying to see if that resolves your issue. Please keep us posted.
Best regards,
Mary
So I just want to relate my experience, I have 2 Roku devices and I was experiencing the delay on both. Costco had sale on a LG TV which included the Xfinity app so I bought one and guess what?, the delay occurred also when using the Xfinify app on the LG TV. So I am thinking that the issue possibly is on the Xfinity side.
Unless the LG software shares a codebase with the Roku app 🙂
I have a Hisense RokuTV that has the same issue. My Samsung TV has a separate Xfinity Stream app that does not have the issue. This has all been discussed and presented to both vendors involved in this issue months ago. You can use the Xfinity stream app on the Amazon Fire stick 4K with no issues. This is an issue with the Xfinity Stream app on Roku OS in various hardware.
JimmyO
I think it's an Xfinity issue. Regardless, I just want the problem fixed.
It's not Xfinity. I switched to a fire stick. Problem solved. Many others in this thread have done the same. Roku already acknowledged that they need to release another software update in hopes of fixing the issue but that it would be several months before they could do this.
RokuMary-F Thank you for your reply. My replies to your questions/suggestions are as follows.
Are you using an A/V receiver or soundbar with your TV/Roku player setup? No, I am not.
When did this issue first start occurring? About 3 or 4 days after initially setting up the device.
In Settings > Audio > Audio mode, what setting do you have selected? Both Digital Output Format and Preferred Streaming Format are set to "Auto".
Does the same issue occur if you change the setting to Stereo or Auto? I haven't tried setting the mode to Stereo. I will try that to see if it resolves the issue.
Check for a manual system update. No updates available. Current Software ver: 12.0.0, Build: 4178.
Thanks!
Hi f2bme,
Thanks for following up.
If you are still experiencing an issue with Xfinity that the sound is out of sync, can you please specify the issue you are experiencing? Please provide us with the following information:
Once we have this information, we will be able to investigate the issue further. We look forward to hearing back your response and helping us look into the issue.
Best regards,
Mary
Hi RokuMary-F Yes, I am still experiencing the issue. The issue is that the audio and video are not in sync with each other. I mainly use the Xfinity Streaming app on Roku. I've noticed that for some reason, it seems to occur during a commercial break. When the show resumes after the commercials, the audio and video are out of sync. Here is the info you requested in your most recent reply.
Device Model: 3941X2 - Roku Express 4K+
S/N: X02200PSP3P, Device ID: S0HAK2APSP3P, Software O/S ver: 12.0.0, Build 4178-E4, GC ver: 9.1.1.20
Roku Xfinity App Ver.: 6.11, Build 0. (btw, I also have an xfinity streaming app on my Samsung TV - this issue does not occur when using that Xfinity app directly on the TV).
Tracker ID: 3P-170-024
I hope this information will help Roku determine the cause of this frustrating issue.
Thanks.
This does not solve the problem, I too have experienced the same issues and have tried all of the suggestions you have provided with no resolution. This all started with your May 2023 software version release which needs to be rescinded until an update to correct all of the problems we are experiencing with this latest version of software can be released.
I hate these responses that just ask a bunch more questions and just make suggestions that everyone knows won't work.
I have the same problem so I went and bought a new smart Roku tv and the same thing is still happening. I’ve been in touch with xfinity and they told me they are aware and that Roku and xfinity are working on the issue. Please hurry.
