Forum Discussion

RokuAustin's avatar
RokuAustin
Community Manager
3 years ago

[SOLVED] XFINITY - Audio out of sync on Xfinity channel

We are receiving reports from users that the audio is out of sync on the XFINITY streaming channel.  [UPDATE] [FIXED] 8.9.23 We believe this issue has now been resolved. 🎉 Please check for a sys...
Fixed
RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

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

f2bme's avatar
f2bme
Channel Surfer
3 years ago

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!

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    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:

    • 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 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, and provide us with this ID)
    • steps to reproduce the issue you are seeing

    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

    • f2bme's avatar
      f2bme
      Channel Surfer
      3 years ago

      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.

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi f2bme,

        Thanks for keeping in touch.

        We appreciate you for providing all the information we requested and we're sorry for the inconvenience.

        Just to verify, have you tried playing other channels like live TV on The Roku Channel, Youtube live, or any other live streaming if you are also having an issue?

        We look forward to your responses and gathering your details.


        Best regards,
        Mary

    • TVhead100's avatar
      TVhead100
      Channel Surfer
      3 years ago

      For the last several weeks I've been experience a high level of audio/video sync issues with the Xfinity Stream app. I shared this on the appropriate Xfinity Community Forum, and the official response was "this is actually a known issue on Roku's end, that they are working on a fix for". Do you recognize your responsibility to resolve this issue, and if so, what is your ETA? This may cause me to replace my 3 Roku devices with an alternative device that does NOT experience this issue on an ongoing basis.

      • jontalk's avatar
        jontalk
        Roku Guru
        3 years ago

        In all honesty, the Xfinity stream app is one of the worst, though Peacock isn't much better.. I have a Roku Ultra 4800R with 200 mpbs wired connection and it still sucks. I doubt the problem lies with the Roku

    • DLTDLT's avatar
      DLTDLT
      Channel Surfer
      3 years ago

      I have the same issue with sound out of sync on 2 different TVs and Roku. I have tried all and even reset and still happens. I also loss adjusting volume sometimes. Battery shows good. Not very consistent for sure. Not sure what to do. My Roku are only a year old. But odd happening on both tv Roku. Any suggestions???

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