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

Posted 3 weeks ago and haven't seen any improvement, if anything it's worse. What is the status on a fix?

A new issue has started occurring. Sometimes when I hit the back button then resume to reset the audio, my screen goes to a light purple and freezes. I have to hit the home button then go back into the Xfinity stream app to reset it.

No software updates available. Software OS/version 12.0.0 (build 4184)

Roku device model 4800X - Roku Ultra

sn: X01000XT6F7J, device ID S02A20DT6F7J

GC version: 9.2.113

Issue ID 7J-207-543

Happens on all channels l watch in Xfinity Stream App, Version 6.11: build 0

Steps to reproduce the issue you are seeing: Choose xfinitystream App via shortcut button on remote/Live TV/Favorite Channels

I have continued to have audio out of sync on xfinity for a couple of months and it has seemed to be getting worse.  I have 3 different TV's using 3 different Roku model devices that all experience the same problem with the xfinity app.  I have actually had it happen that if I leave the unsynced sound on for a while, occassionaly it will go through the same sound dropout and restoration and actually re-sync itself (not often but it has happened).  I typically use about a dozen apps on Roku and have not had the problem anywhere except with xfinity.  I have done almost all of the suggetions posted, checking sound settings, deleting and reinstalling app, etc. etc. etc.... all with no solution to the problem

Here is the test I just performed today (May 29, 2023)... I had 3 TV's with 3 different Roku models all on the xifinty app on the CNN channel (easy to watch talking heads and sound sync).  In addition, also set up on my laptop, the xfinity app with CNN on... and in addition had the direct CNNgo app operating on my desktop computer.  I should also note that one of the TV's also had a sound bar attached.  I tried to cover as may combinations as possible.

Well, it only took a short while for the audio to go out of sync.  And here is what happened.  All 3 TV's on Roku with xfinity app lost sync exactly at the same time!   That seems to indicate that they all received the same (bad) signal at the same time (from xfinity).  The laptop with the xfinity app on CNN and the CNNgo app on the desktop did NOT experience any issues.

This kind of rules out the TV and any of its sound settings, sound bars, etc. since all 3 systems experienced the issue at the same time.  It also rules out the model of Roku being used.  It also rules out any signal that CNN is transmitting since two devices experienced no problem.  The only common area is the Roku/xifinity connection.  And since Roku does not seem to exhibit this issue with any other apps... It leads to only one option left.... the xfinity app itself and the potential signals coming from xfinity. 

I don't know if xfinity has any burning motivation to help this problem... they don't get the revenue from renting their cable tv boxes which  don't have the problem...  And it's easy to say it's Roku's problem, not theirs. 

If anyone fells that there is something incorrect in my reasoning, please post and we can discuss further.  I wish I knew how to get to the xfinifty app developers to see how to get this resolved.  It is very frustrating.  Gets old backing out of the app and back into it to get the sound re-synced, just to have it happen again.

Hi ravensrku,

Thanks for following up about the issue with the sound being out of sync when playing content on the Xfinity Stream channel. 

We're sorry for the delay in the solution. The team is hard at work investigating the issue, we still haven't received any feedback back as of the moment but rest assured that we'll send the update once we have it.

We appreciate your patience while we investigate this issue.


Best regards,
Mary

RokuMary-F  "The team is hard at work investigating the issue, we still haven't received any feedback back as of the moment but rest assured that we'll send the update once we have it."

From whom are you awaiting feedback, a Roku team or Xfinity?

Is anyone else having the problem of your screen freezing a light purple color after several back and forward 'fixes' to get the audio in sync?

I also have the audio sync problem while using the  Roku Streaming Stick 4K+  and  Xinfity Stream App.  All the channels I watch are affect including MTV, Oxygen, etc.

Model: 3821X - Roku Streaming Stick 4K+

Serial - X01700U9D4JK

Software Version- 12.0.0 build 4184-CU

GC version 9.2.113

Tracking ID JK-212-780

Good data on your test with CNN running on multiple devices.  Hopefully that will help Roku to isolate the problem.

I think your forgetting that this only started with the upgrade to Roku OS 12.0.  I have 4 Roku setups using 3 different Roku H/W setups.  It took about a month from when the first rolled from OS 11.5 to 12.0 to when the last rolled to OS 12.0.  In every case, the Xfinity/Roku setup worked fine until the day that the Roku OS when to 12.0.  The problem started immediately after the 12.0 update on each setup. 

That would normally indicate that this is a Roku issue, not Xfinity.  I suppose it's possible that there is something on the Xfinity side that is flaky and Roku OS 11.5 (and all previous Roku OS versions) was just forgiving enough to cover it up.  But if the previous OS versions could handle it, Roku should be able to make OS 12.0 work as well.

Thanks for the additional information... the only way to really solve a problem is to completely understand it... and its good to become aware of the version changes at Roku... was unaware of that part of the issue.

What was the date of the mentioned Roku update? My problems started in April of 2023.

For me, the problem began with the update from OS-11.5 to OS-12.  Different models and devices update at different times.  Mine updated between early and mid-May, and the problem on each device began on the date it updated.  Unfortunately, the last time there was an audio issue with an app that began with an OS update, it was the next OS update 6 months later before it was addressed.