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

MegK,

   You have the same problem as the rest of us that have posted technical information about this problem for over six months.  Here are my posts from January with symptoms and hardware:

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.  Basically, the sound will generally become very loud and distorted or alternatively very low.  Exiting the Stream app and re-entering it clears the audio issue.  The issue is not seen for me in any other apps on Roku including Netflix, Amazon Prime, etc. 

I see the issue on a Roku streamer Wifi, Roku 4802R (ethernet), and a Roku stream bar 9102R (ethernet via USB 2.0 port dongle).  All are running Roku OS 11.5.  Streambar sees the issue about 3-4 times per day.  It is at Build 4312-95.  The problem appears to have started after the Xfinity Stream app update in late October.  

Here is the support thread on Xfinity forums:

‎Stream App volume fluctuations  (low to really loud) | Xfinity Community Forum

I'm posting this here in the hopes that Roku engineering can help Xfinity support determine the root cause and a resolution.  

Xfinity response to my inquiry on the XfinityTV support forum:

I just checked my Xfinity email and looks like Comcast has a fix in the works and a planned update to the Xfinity Stream app around 1/3/23:

From Xfinity Support:

Hello, Jim! Thanks for reaching out to us on the Xfinity Forums. I hope you are doing well! I was able to pull the account up and see you have been with us since 2016 at this location. I want to take a moment and thank you for this continued loyalty! I apologize to hear that you are having issues with the audio on your Roku devices when it comes to the Xfinity stream app. It looks like we have been working on a fix for this issue which should be coming out in the next update to the streaming app. If I read the notes right, this might be around 1/3 but is always subject to change. Would you like us to follow up with you around that time to see if the new update was released and fixed the issue?

Here is the hardware list and software level information I provided to Roku Employee "Danny" over five months ago.  

Hi Danny,

Here is the Roku device information you asked for.  Sorry for the delay.  Please note the Xfinity stream audio issues only occur on my external Roku devices not the built-in Hisense Roku TV (bottom device)

Roku Streambar -

9102R

Software OS 11.5.0 Build 4312-95

Device ID 2A1192831409

The streambar is connected via a Roku recommended USB 2 to Ethernet dongle with cat6 wiring to a 1GB netgear switch port.  

Roku Streaming Stick+

3810X

Software OS 11.5.0 Build 4312-50

Device ID 215081729310

HDMI connected wireless device to a Vizio HD TV.  This device is communicating directly to a Netgear WRT32X router directly beneath this room.  Signal strength is always showing excellent.

Roku Ultra

4670RW

Software OS 11.5.0 Build 4312-46

Device ID KX9985961382

32 GB microSD card installed 6% used

Direct ethernet cat6 wire connection to a netgear 1GB switch port to a wall jack that then connects to a master netgear switch in the next room.  I have cat6 wiring thoughout the house.

Hisense Roku TV Model 50R6+ (50 Inch UHD)

Hardware ID C247X

Software OS 11.5.0 Build 4312-94

Device ID S03T80AJ7UXN

This device is ethernet cat 6 connected to a wall jack that connects to a master 24 x 1GB port netgear switch about 30 ft down to a wall closet.

Hisense RokuTV does not seem to have the problem as often but now sees the audio/video sync issue that started with recent updates to Xfinity Stream and Roku OS 12.

JimmyO