Forum Discussion

JimmyO's avatar
JimmyO
Streaming Star
3 years ago

Known issue with Xfinity Stream App / Roku external devices OS 11.5 Build 4312

Just wanted to make the community aware of an issue with the Comcast Xfinity Stream app and Roku external devices.  Users started reporting an audio issue to Xfinity TV support in late October 2022. ...
app playback
Hoops's avatar
Hoops
Reel Rookie
3 years ago

I too have been having audio problems with the Xfinity Streaming app since early October.   I am working directly with their ECare team.

There is an Xfinity national support ticket for this issue.   The number is  ESL04399994.

Drummernaut's avatar
Drummernaut
Streaming Star
3 years ago

I have been watching this subject for a while. My problems started over a month ago mainly with ESPN. As stated previously I have 4 problems that happen. 1. The volume goes up. 2. The volume goes up real high and distorts. 3. The volume goes down to near non-existance. 4. I lose the left side of the stereo output. I have also had the volume clip in and out horribly on the NFL app, then the ROKU reboots. That has happened 3 times. Here is what the distotion sounds like: ESPN loud distortion 

In this clip you hear the distortion. I then leave the program on the app and go back to the same program, then all is normal. This volume problem happens intermittently through the day. It could happen every 30 minutes or sometimes not at all.

ROKU Streaming Stick+

11.5.0-4312

3810X

  • libtard's avatar
    libtard
    Binge Watcher
    3 years ago

    I am having the same issue. Had Xfinity service tech out but that was useless as they aren't trained to troubleshoot these kind of issues. 

    I have (4) TV's using the Roku Ultra devices and( 1) Xfinity main box in my home that were working fine for "years". A few months ago we started to have audio sync problems or audio loudness issues would occur. These audio issue are as follows:

     

    1. TV is on for some period of time ( could be 20 minutes or 3 hours) then the audio would drop in level or increase in level to the point where it would be blasting.

    2. TV is on for some period of time then the audio becomes distorted. 

    3. TV is on for some period of time then the video leads the audio by as much as 4-7 seconds. This is not a minor sync issue. 

     

    Temporary fixes to date:

    1. When the problem occurs, we step off channel then return back to the desired channel and problem is corrected for some period. 

    2. Reset all devices in the chain including Asus router, Netgear modem & Xfinity box. Router and modem both certified to work with Xfinity. Reset preformed several times.

    3. Had Xfinity service technician at home to diagnose problem and reset Xfinity equipment. 

     

    System setup from Xfinity demarcation:

    Xfinity cable to Netgear cable modem, Cat 6 cable from cable modem to Asus router, Cat 6 cable from router to  Netgear multi port switched (unmanaged), Cat 6 cable to all Roku devices. 

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      Drummernaut libtard

      Thanks for the posts.

      We would be more than happy to look further into this issue, but we will nee more detailed information. Can you please provide us 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 be 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)

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


      Thanks,
      Danny

      • Drummernaut's avatar
        Drummernaut
        Streaming Star
        3 years ago

        Currently watching live content on the NBC app. This is a different stick then my previous post. The sound went way down (more of a complete loss of mid and low end) and there are popping sounds associated with this issue. I have heard them before on previous issues but this time they were loud. I left the app to get the diags, then went back to the live content to confirm the normal sound did come back. This issue is happining on two different sticks on multiple apps.

        Model: 3810X-Roku Streaming Stick+
        Serial Number: YH00HX083585 (21503H083585)
        Software Version: 11.5.0 • build 4312-50
        Device ID: 21503H083585
        Timestamp: 2023-01-29T15:58:14Z
        Issue ID: 85-041-278