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. ...
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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

libtard's avatar
libtard
Binge Watcher
3 years ago

Hello Danny,

 

Thanks for your reply. Please see below for the answers to your questions.

  1. (Q) Roku device model, serial number, device ID, and software OS/version. I have (4) Roku boxes with the same issue. The info provided will be from one of the (4) boxes. They are all the Ultra boxes.
  2. Model 4660X Ultra, SN-YJ007N385424, SV, 11.5.0 BUILD 4312-46, ID CK3927385424

 

  1. (Q) Does this issue occur on a specific channel?
  2. No, it happens on all Xfinity Stream channels. It doesn’t happen on Netflix, Hulu, etc.

 

  1. (Q) When it happens, what channel and what version/build is the channel?
  2. Xfinity version 6.9 / Build 0 / ID 24-035-793

 

In this case the audio was out of sync with the video.