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

Hi RokuMary-F,

  I first reported this issue in another area of your forum back in January 2023 after speaking with Xfinity support:

https://community.roku.com/t5/Channels-viewing/Known-issue-with-Xfinity-Stream-App-Roku-external-devices-OS-11-5-Build-4312/m-p/887115#M143946

I can provide you with whatever additional technical details you would like for this issue since I have various Roku devices, WIFI streamer, most connected Cat6 wiring, etc.  I am standardized on Roku devices and have one Firestick 4K that is not experiencing the issue.  I have the same issues as reported by everyone else in this forum.....

Problem started in October 2022 after Xfinity Stream app went from Beta to Version 6.0 Build xx.  But I think Rolu OS also had a Version 11 update at that time as well.  Initial symptoms were audio distortion where it would go really high or really low and sometimes sound like a Star Trek alien scene :-).  I did not notice the audio/video out of synch until April-May timeframe after update to Roku OS 12.

I'm a techie in the IT industry for 30 years so I am happy to perform diagnostics and testing for Roku to get this resolved.  Can you also provide the bug tracker # for this?

Seems different technical support staff for both Comcast and Roku are not aware of this issue, pointing fingers, etc. which has led to a lot of fruistration for the mutual customers involved.....

JimmyO

Having the same issue on a Roku Premier on our living room tv. The audio also occasionally becomes very loud and distorted and I have to change channels to get it to stop. The xfinity app works fine on the firestick on my bedroom TV.

A second device (3810X) updated from 11.5 to 12.0 (build 4184-50) over the weekend.  Now seeing the sync problem on that device.  I notice it also seems to be occasionally losing audio completely - this issue occurs repeatedly when the broadcast stream returns after periods where Xfinity inserts its own ads.  In both cases, the issue is resolved by exiting and reselecting the stream. 

Sorry. I don’t have a bug tracker number. Not sure where I would get one. Thanks for the response. If they (Roku and/or Xfinity)  are working on it, I just want to know is all. If I haven’t heard anything on this matter within the next week, I’m going to switch to the FireTV sticks. It’s business 101 to keep customers informed of such matters so they don’t seek business elsewhere. But maybe Roku and Xfinity skipped that class.

I’ll be trading in my Roku sticks for fire tv sticks soon, unfortunately. I would keep the Roku sticks if they simply told us the problem is being worked on. We need to know that resolution is coming. The lack of customer service is unfortunate.

Hi DLTDLT,

Thanks for posting in the Roku Community!

We appreciate you informing us about the behavior you are experiencing when playing content on Xfinity Stream. We're sorry if you are having this issue and Roku aims to make your streaming experience an exceptional one.

Please be advised that we are currently aware and our engineering team has been investigating this issue closely.

In the meantime, please help us with the required details I posted above so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know.

We look forward to your responses and gathering your details.


Best regards,
Mary

I also am having this issue on multiple devices.  I'm currently using 3 Roku Devices.  A Westinghouse Roku TV which started having sync issues immediately after updating to 12.0, a streaming stick 4k + which also has issues starting immediately after updating to 12.0, and a TCL Roku TV which is still on 11.5 and working fine.

To replicate the issue I start watching a live TV channel on the Xfinity Stream app.  Typically occurs when I am watching CNBC, but that is just what I typically watch.  The channel will work fine for some period of time and then suddenly the video will freeze momentarily while the audio continues and they are out of sync from that point forward.  There does not seem to be any pattern as to when that occurs.  Sometimes after a few minutes, sometimes and hour or two.  To recover I just hit the back button exiting the channel and then select the channel again, which causes everything to be in sync again.

From the last time this occurred (this morning):

Westinghouse Model WR24HX2210

Hardware ID:  DE01X

OS Version: 12.0.0 build 4182-D5

Serial Number: X00700WDK7J

Tracker ID: 7J-189-678

Oh, I forgot to mention that the version of the Xfinity App I am using is the latest available, 6.11 build 0, on all three TVs.

Exactly what happens… I hope we get a resolve soon!!! Crazy and wife is getting frustrated!!!

Hi RkuUser62,

Welcome to the Roku Community!

We appreciate you letting us know about this issue. Thanks for providing all the information needed to investigate the audio out-of-sync issue with Xfinity Stream and we're sorry for the inconvenience.

We'll go ahead and send this over to the appropriate Roku team. We'll get back to you once we have an update.

Thank you for your kind understanding while we investigate this issue.


Best regards,
Mary

Yes, the only quick fix is going out and launching the channel again… pain. Should not be happening. Soon as some gets all the channels Xfinity carries I’ll switch to them and ditch Xfinity if they are the problem. Just switched to streaming 6 months ago and was happy at first. Roku/Xfinity have to figure this out soon!!!

Hi gk802 DLTDLT,

Thanks for sharing your observation.

Please be advised that we are currently aware of the issue and our appropriate team is working diligently to resolve the issue.

In the meantime, if you are having a sound that is out of sync with your Roku device when playing content with Xfinity Stream. Please help us with the required details requested from my previous post so we can send additional information for further investigation to our engineering team.

We appreciate your patience while we investigate this issue and we look forward to your responses and gathering your details.


Best regards,
Mary

Exacrly what happens on all four of my Roku devices. Excellent description, and yes it happens multiple time every morning watching Squawk Box.

Hi slithery1,

Welcome to the Roku Community!

Thanks for taking a moment to post about the issue you are currently experiencing. We would be more than happy to look further into this issue but will need more details. Can you 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

We are working diligently to attend to your concern as soon as we can and we are looking forward to your response.


Best regards,
Mary

Hi, Mary. The out-of-synch issue occurs on my several devices and on at least several channels: CNBC, Fox News, Bloomberg, and our several local channels (ABC/NBC/CBS affiliates). The issue is much as RkuUser62 describes above, except in my case it happens often, maybe every few minutes? Exiting to the Xfinity app home screen and going back to my program works, but only for +/- several minutes before things go to **bleep** again.

This problem is completely new. I’ve been using the Xfinity Streaming app for the past couple of years, including the one marked as a beta version, and I never had this problem before maybe 3-4 weeks ago?

You asked for info on the Roku units. Here are two of them.

LR
Model 4802X - Roku Ultra
SN X01000F844E4
Device ID S0DA228844E4
Software 12.0.0 - build 4184-C2

Kit
Model 4630X - Roku Premiere+
SN YR00AF664093
Device ID 7KA6AA664093
Software 12.0.0 - build 4184-29

Hi slithery1,

Thanks for providing all the information we requested and we're sorry for the inconvenience.

We'll go ahead and send this over to the team for further investigation. We'll get back to you once we have an update.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

Hi John,

   I'm not asking you for a bug tracker.  I am asking Roku employees on this forum for confirmation of the issue, etc. as it has been going on for about 8 months now.  Comcast seems to be 
waiting for a response from Roku now.

JimmyO

Thanks for clarifying.