Forum Discussion

slimmy0's avatar
slimmy0
Newbie
3 years ago

Audio continuously losing sync on Roku Streaming Stick and Stick+

I have two roku sticks at either end of my apartment-one right next to my router and the other in the back supported by an Comcast xFi pod. For the past year to year and a half I have been dealing wi...
dadilus's avatar
dadilus
Reel Rookie
2 years ago

I’ve been experiencing loss of sound on my Roku streaming stick that’s hooked up to a sound bar and my other streaming box is running through TV sound. Sound reduces to super low volume. On both Rokus I have to go back to home and restart the app I’m using. I tried restarting the Roku on both and it still happens. The Streaming stick and Streaming media player are affected.

RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi Jpjescich dadilus 

Thanks for posting in the Roku Community!

We understand that you're having a problem with the Xfinity app. I'd love to help you with that. We would like to know what went wrong so we can assist you further and fix the issue, but we need more details.

  • 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 or build is it? (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 arise, 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

We appreciate your patience while we investigate this issue, and we look forward to your responses as we gather your details.
Best regards,
John

  • Jpjescich's avatar
    Jpjescich
    Reel Rookie
    2 years ago

    Were you able to find the screenshot of the information you needed. Never heard back. No surprise there been waiting for 3+ weeks for you to fix my audio sync since last 12.0 update. 

    what’s the status on a fix? Or you gonna keep telling us “soon”. 

  • dadilus's avatar
    dadilus
    Reel Rookie
    2 years ago

    Model: 3810X - Roku Streaming Stick+ Serial number: YH00C8870169 (21309C870169) Software version: 12.0.0 • build 4184-50 GC version: 9.3.516 Timestamp: 2023-06-17T02:01:18Z Please use issue ID 69-240-601 to report the current issue.

    This was on Max app latest build.

    • Jpjescich's avatar
      Jpjescich
      Reel Rookie
      2 years ago

      What is max ap latest build mean? Is that being downloaded on my Roku stick? When? Be more specific please. My latest version 12.0. 

      • dadilus's avatar
        dadilus
        Reel Rookie
        2 years ago

        Max Build 54.1 Version 1. This is the app that replaced HBO Max.