Channels & viewing

[MWHudson]

Since the last Roku update my Direct TV Streaming app has been experiencing issues with the audio and picture not being in sync. We called ATT and reset our modem, we deleted the app and added it back, and have reset it several times. We continue to experience this issue. We do not have an issue with the Direct TV app on other smart tvs that we don’t have RoKu on.

[RokuMary-F]

Hi @MWHudson,

Thanks for your first post in the Roku Community!

We're sorry to hear that you've been having an issue with the audio that is out of sync with playing content on the DirecTV stream channel. 

Just to verify, are you using an A/V receiver or soundbar with your TV/Roku player setup? When did this issue first start occurring? Do you observe this behavior while using any other channel(s) on your device?

In Settings > Audio > Audio mode, what setting do you have selected? Does the same issue occur if you change the setting to Stereo or Auto?

One additional suggestion we would like for you to try is you can check for a manual system update by navigating to Home > Settings > System > System update > Check now and seeing if you notice any difference.

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[MWHudson]

Thank you for your suggestions on fixing the audio issues. We have tried changing the audio mode, neither options corrected the problem.

This is only an issue on the TVs that we use Roku receiver. We have 2 other tvs that are Roku TVs that don’t have an issue, we have another smart tv that we use the Direct TV app on and haven’t experienced this issue, and we can use the app on our phones, computer, and tablets with no issue. Both the TVs with issues had a Roku app update ran on them within the last week, which is when the issue started.

please confirm if anything else can be done.

[RokuMary-F]

Hi @MWHudson,

Thanks for following up and for continue sharing your observation.

If the issue still persists with the sound that is out of sync with playing content on the DirecTV Stream channel.

We would be happy to look further into this issue but we will need more details. Can you please provide us with 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 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)
• steps to reproduce the issue you are seeing

We appreciate your patience while we investigate this issue and We look forward to your responses for gathering your details.


Best regards,
Mary

[MWHudson]

TV 1:

3930X - Roku Express

X004007JFRF3

12.0.0 • build 4184-AE

500820AJFRF3

TV 2:

3930X - Roku Express

X004008WR9KG

12.0.0 • build 4184-AE

S00820AWR9KG

unable to do tracking, no error code came up with pressing the home button and back button 5 times each. It just returned to the Home Screen.

[ssgaunce]

We also have an audio sync issue with Direct TV.  Direct TV informed me that it is an issue with compatibility between Direct TV and Roku.  Their IT department is working on it so you are not the only one with this issue.  It would be in Roku's and Direct TV's best interest to work together on this problem because they told me the only way to fix it immediately would be to use something other than a Roku.  I would rather not switch....

[MWHudson]

We ended up purchasing new Roku 4K streaming sticks. They don’t seem to be impacted by the issue.