Forum Discussion

RokuAustin's avatar
RokuAustin
Community Manager
2 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
RokuTakashi's avatar
RokuTakashi
Community Moderator
3 years ago

Hi Community users,

Thanks for the posts regarding audio issues with the Xfinity channel on your Roku devices.

For us to investigate and work with the channel provider regarding this issue, 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 specifically on the Xfinity channel? If so, 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 further

In the meantime, we appreciate your patience and understanding

All the best,
Kash

Streamer91's avatar
Streamer91
Reel Rookie
3 years ago

Hi Kash,

The problem described in this post (audio out of sync with the picture) happens ONLY when streaming Xfinity and on ALL Xfinity channels.  It happens on EVERY Roku device in the house.  We have (2) 3810X Roju streaming sticks,  (1) WR002 4k+ streaming stick and (1) 3820x2 4k streaming stick.  

I tested this with over 10 different streaming services (Roku, netflix, dis+, etc..) and it ONLY happens on Xfinity app.  The problem started months ago (I think it was last Fall) and we never had the problem before that.

Leaving the app and returning resyncs, but only for a short time and the audio drifts out of sync again. 

This problem is 100% reproducible on the Roku sticks I listed, running the latest Roku software, while streaming the latest Xfinity app.

This is the second time I've posted this information to someone who identified themself as a Moderator in this thread in the last week.  

  • Streamer91's avatar
    Streamer91
    Reel Rookie
    3 years ago

    Got a chance to capture the debug info when audio went out of sync this time:

    Model 3810X - Roku Streaming Stick+

    SW Version 12.0.0 Build 4184-50

    GC Version: 9.4.521

    Timestamp: 2023-07-19T23:56:42Z

    Issue ID: 71-287-996