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PB03's avatar
PB03
Binge Watcher
3 years ago

[OS 11.5] 55S401 major audio delay issues...even when using an AVR! What is going on?!

We purchased a 55" Hisense A6 Series 4K Ultra HD Vidaa TV (55A6GV). We immediately noticed the same issue so many have reported to ROKU and the community. The sound from the TV audio outputs do not sync with the TV speakers. We did research and find a great many folks reporting about a 100ms - 200ms delay in any attached sound device (sound bar, speakers, head set, etc.) Theres seems to be no way to correct this issue, and thus all we can only use in the tv speakers. This seems to be an issue with ROKU. We called the dealer, and were told that the sound sync issue is the most frequent complaint they hear about ROKU TVs. They gave us 30 days to return.  The on board speakers, as has been reported, appear to be the only audio in sync. The headset output, the ARC HDMI, the optical audio output, all are not in sync with the built in speakers, and thus there is a sync issue, and an echo. There does not appear to be a way to bring all audio outputs into sync. This also appears to be well reported, and a very common issue with ROKU tvs. Before we take up the return offer from the dealer, we are wondering if ROKU is doing anything to correct this issue? Why is this a ROKU issue in the first place?  Thank you.

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

    Hi PB03

    Thanks for reaching out here in the Community!

    For clarification, is the TV you have a Roku TV? What external audio devices you are connecting to your TV? If you disconnect your audio products and just use the TV speakers, are you still experiencing the issue?

    Please let us know. We'd like to know more about how we can help.


    All the best,
    Kariza

    • PB03's avatar
      PB03
      Binge Watcher
      3 years ago

      Yes it is a ROKU TV. It is a model 55U6GR. Hisense ULED 4K. If you just use the internal speakers alone, there is no issue. The echo or delay (out of sync), occurs when any other external audio device is attached. Be it a headset, or external speakers, or using the ARC HDMI, or using the optical audio, or any soundbar. I have a sony with a sound bar - no issues. I have a samsung with a sound bar - no issues. We have used headsets on these two, with no issues. But the sound from this new Hisense ROKU TV audio outputs do not sync with the TV speakers. We did research and find a great many folks reporting about a 100ms - 200ms delay in any attached sound device (sound bar, speakers, head set, etc.) We called the dealer, and were told that the sound sync issue is the most frequent complaint they hear about ROKU TVs. And specifically the Hisense ROKU TV. The on board speakers, as has been reported, appear to be the only audio that is actually in sync. The headset output, the ARC HDMI, the optical audio output, external speakers, all are not in sync with the built in speakers, and thus there is a sync issue, and an echo. There does not appear to be a way to bring all audio outputs into sync. This also appears to be well reported. Before we take up the return offer from the dealer, we are wondering if ROKU is doing anything to correct this issue? Why is this a ROKU issue in the first place?  Thank you.

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

        PB03

        Thanks for the post.

        For us to investigate the issue further, we will need 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)
        -what external audio devices are you using. what brand and model are these audio devices
        -steps to reproduce the issue you are seeing 
        With more detailed information, we will be able to assist you further.


        Thanks,
        Danny