Channels & viewing

[SDE13]

While watching the Roku Live Channel, the audio and CC will gradually go out of sync. The audio can be fixed by exiting and returning. However, even after turning C on and off, it remains out of sync with the audio running about a minute, if not more, behind the CC. How can this be fixed?

[RokuKariza-D]

Hello @SDE13

Thanks for reaching out here in the Community.

Does the issue only occur on specific content within The Roku Channel? Have you checked other channels if the same issue occurs? 

Moreover, in some cases, removing the affected channel and then reinstalling it helps. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

Keep us posted!

All the best,
Kariza

[SDE13]

Thank you so much for responding. I checked other Roku Live Channels but, it seems that 648 (Antiques Roadshow) is the only one affected. 

[RokuDanny-R]

@SDE16

Thanks for the post.

If you are unable to resolve the issue, 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)
-steps to reproduce the issue you are seeing 
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[SDE13]

Thank you so much for following up!

Roku Device Model; Serial #; Device ID; Software OS/version: Attached to email

It specifically happens on 648 Antiques Roadshow UK. All the channels around it are fine.

It happens only on the Roku Channel version/build: 6.0/15

Tracker ID: Attached to email.

[RokuDanny-R]

@SDE13

Thanks for the post

Please be aware that replies to Community email notifications do not post to the Community. Can you please provide us with the information we have requested and we will be able to assist you further.

Thanks,
Danny

[SDE13]

[RokuDanny-R]

@SDE13

Thanks for the follow up and providing us with the information we have requested.

I have passed along your information to the appropriate Roku team to investigate further. Once more information is available, I'll be sure to update this Community thread.

Thanks,
Danny