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jkropko's avatar
jkropko
Reel Rookie
4 years ago
Solved

Slow video, out of sync audio with NBA app

I am trying to watch replays of games on the NBA app on a Roku 4200X - Roku 3, software version 10.0.0. The NBA App is version 3.9, build 1.

I experience an issue in which the video playback occurs slightly slower than normal (about 80% speed). The audio plays back at normal speed however, so the video and audio end up out of sync.

I've seen this issue happen multiple times, dating to the end of last season. Most recently it is present for both the replay Lakers and Kings feeds of their Oct. 14 game, and the broadcast of the Nets/Timberwolves game as well.

Based on when the issue has occurred, it doesn't seem to matter whether the game was on NBA TV or another channel. The issue has happened for live broadcasts and recordings. It only seems to affect the NBA app, and it not present for other Roku apps or for watching NBA league pass on a phone or laptop.

I have tried uninstalling the app, restarting the Roku, and reinstalling the app, but it has not solved the issue. I also cleared the Roku cache, and that hasn't worked.

I've also reached out directly to NBA.com's support, but I would very much appreciate your help resolving this issue as they haven't yet recommended a solution.

basketball streaming
  • Mook87's avatar
    Mook87
    4 years ago

    Switched to the Roku Express 4K+ 2021 and now the NBA app works fine. Not sure what my older model is, but I’ve had it for many years. 

47 Replies

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  • fishbpm's avatar
    fishbpm
    Newbie
    4 years ago

    Im having the same issue. Its been persistent problem with roku going back at least the last 3 seasons. Some streams like abc are occasionally ok but the majority including all espn for sure have the problem all the time. Had to give up on the roku entirely and use my Sony android tv instead, which is annoying! Im not sure whether roku or nba are responsible for compatibility, it looks like they may not be talking to each other given its been going on for several years, would be really nice if someone could roll out an update!

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

      jkropko fishbpm

      Thanks for the posts.

      Is this the only channel you are experiencing this issue with? If so, this is likely an indication that there is an issue with the channel itself that the channel provider will need to investigate further.

      Please keep us posted.


      Thanks,
      Danny

      • Mook87's avatar
        Mook87
        Newbie
        4 years ago

        I’m experience this same issue. Happens almost immediately, and it’s not even close to synced up. Pretty unwatchable, which is a bummer 

  • DAL21's avatar
    DAL21
    Newbie
    4 years ago

    I also have a Roku 3, which worked fine last season, but get exactly the same video lag issues now - with video in slow motion but sound at full speed, making the games unwatchable.  Is only on the NBA app.  Wish ROKU could help / advise solution rather than just blame NBA as unfortunately going to have to look for another player that actually is compatible with everything it says it is :-(

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      4 years ago

      Hey DAL21

      Thanks for reaching out here in the Community.

      Since the issue only occurs on one channel, have you tried removing it then re-install it back in? If not, we recommend giving it a shot. Feel free to follow the steps below:

      1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
        • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
      2. Restart your Roku device: Navigate to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.
      3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
        • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

      Let us know if there's any difference after.


      All the best,
      Kariza

      • galenapass's avatar
        galenapass
        Reel Rookie
        4 years ago

        I am having the same issue.  Video playback lags behind the sound.  I tried uninstalling the NBA app and resetting the Roku as described above.  No difference. 

  • Bigmo99's avatar
    Bigmo99
    Newbie
    4 years ago

    Happens to me too. I have the same roku model 4200x. Also happens on my other TV which is a rokutv.

    To watch a game I have to use my laptop and run a hdmi cable to my TV. Works fine except the mess of cables on the floor.  Wish Roku and NBA league pass could fix this issue.

  • sfstreamer1970's avatar
    sfstreamer1970
    Reel Rookie
    4 years ago

    I would strongly recommend people not try to use the NBA TV app with the Roku. I just tried it, and purchased the NBA TV premium package, and the quality is absolutely abysmal. It is fuzzy and pixelated. NBA TV customer support suggested I clear the cache and restart Roku, and uninstall/reinstall the NBA app. I did all that, to no avail. It was still total garbage quality. And this was at noon on a weekday, so there were no issues with bandwidth.

    I had literally just purchased this NBA TV app, and they were nice enough to immediately refund my money, so I do believe they know there is a problem. I strongly discourage people from purchasing any NBA TV app package if you are using a Roku. They are charging a premium price for an absolute garbage stream. It is totally unacceptable in this day and age for an organization as massive as the NBA to charge a premium price for an absolute garbage quality stream. It’s completely unconscionable.

    • mjs122's avatar
      mjs122
      Reel Rookie
      4 years ago

      I have an Apple TV and Chromecast with Google TV, and both have no problems watching through the NBA app. This is a Roku problem.

  • pwoodrow's avatar
    pwoodrow
    Newbie
    4 years ago

    Same issue here. Only on the NBA app. Video is super slow, audio is normal. Seems to mostly happen during previously aired games, not live games for me. If you let the video play long enough, eventually I get a "video Playback Error" which tells me to restart the roku player.

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

      pwoodrow

      Thanks for the post.

      Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. 

      Does this clear up the issue you are seeing? Please keep us posted what you find out.

       

      Thanks,
      Danny

  • HewHef's avatar
    HewHef
    Reel Rookie
    3 years ago

    I haven't had this problem anymore this season... My workaround was to run an HDMI cable from my laptop to the TV and it worked fine... BUT now my League Pass is showing up in a different location so it's blacking out multiple teams and support was clueless on what was going on... Anyone else ever have that problem?

  • Caue's avatar
    Caue
    Reel Rookie
    3 years ago

    Finally a solution that i saw in YouTube: change settings on Roku from 1024 to 720. Working perfectly, image still pretty good

    • elyuw's avatar
      elyuw
      Channel Surfer
      3 years ago

      For reference I thought I'd try my Roku running at 4K last night and it worked flawlessly. So I assume the NBA have fixed and updated the app. This is not for live games though, just playing back games that have long since finished.