Forum Discussion
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:
- 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