Channels & viewing

[Cornelius8591]

About once a week the channels we get over Roku lose the audio and video sync. That is, we keep hearing the audio but it's out of sync with the video images, such as a person talking. This persists across every channel we view in Roku.

I can fix it by Resetting the Roku device back to factory settings by depressing the tiny button on the Roku device for 10 seconds. However, then I have to go through the rather tedious process of setting up my Roku account all over again, everything from the Remote to WiFi connectivity to channel selections. 

Any ideas out there why Roku loses audio/video sync about once a week? I'd really like to permanently fix this.

Thanks!

[RokuJanadeeK]

Hi @Cornelius8591,
Thanks for letting us know. We are glad to assist.
If all channels are affected by these issues, the network could be the cause of the issue. Could you give the following steps a try?

• Restart router
• Connect your device to a mobile hotspot just to check for differences in the streaming experience.

Kindly share with us your observations.

Regards,
Janadee

[Cornelius8591]

Ok, will do. I'll have to wait until I get the de-syncing phenomenon, which may take several days, but I will try this.

[Cornelius8591]

Ok, it happened again, but this time the video froze while the audio continued. All Roku channels were affected. So i tried 3 things:

1. Restart the TV. No luck.

2. Restart the gateway router. No luck.

3. Using my Android as a hotspot, I connected the TV via WiFi to the Internet. No luck.

None of these solutions worked. All Roku channels would freeze after about 20 seconds. I finally fixed it by resorting to my previous fix: rest the Roku device by pressing the Reset button on the back for 10 seconds. This means I had to go through the tedious process of setting up my Roku account again.

The problem seems to rest with the Roku device itself.

[RokuJechealR]

Hi @Cornelius8591,

Thanks for keeping us updated!

We appreciate the troubleshooting steps you've provided to try to resolve the issue. However, we want to confirm: does the issue occur on The Roku channel or all the channels installed on your Roku device? If the issue only occurs on The Roku channel, kindly provide the following information:.

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (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 occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,

Chel

[Cornelius8591]

No, the issue occurs across all channels. That is, every single channel available via Roku manifests this audio/video de-sync problem.

Every. Single. Channel. 

That being the case, you don't need the encyclopedia of data you've requested.

[RokuJechealR]

Hi @Cornelius8591,

Thanks for the response and for the confirmation!

Can you please provide the requested information in my previous post? The appropriate Roku team will only be able to investigate the issue further with more information.

We look forward to hearing your response and receiving your device details.

All the best,

Chel

[Cornelius8591]

You stated, "However, we want to confirm: does the issue occur on The Roku channel or all the channels installed on your Roku device? If the issue only occurs on The Roku channel, kindly provide the following information:"

I have confirmed the de-sync problem occurs on ALL the channels installed on the Roku device. You stated above that you only needed all that data if it occurs ONLY on the Roku channel.

[RokuJechealR]

We appreciate the response, @Cornelius8591.

To help our engineering team, kindly provide the following information:.

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (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 occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• A photo or video clip referring to the issue.

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,

Chel

[Cornelius8591]

Ok, it's been awhile since it occurred, but it just occurred now. Here's the info you requested.

• Roku device model 3941X - Roku Express 4k+
• Serial number X016003KYPJ9
• Device ID S07P425KYOJ9
• Software/OS version 12.5.5 - build 4174-CR
• Tracker ID J9-098-680
• This time the video froze while the audio kept playing.