Channels & viewing

[Drummernaut]

This morning the sound just disappeared on ESPN again while watching live content. I am streaming using my moms DISH account with Comcas/tXfinity as the IP. I have two ROKU devices that are having the audio issues. Both have had all of the issues I have previously mentioned. Here is the info you ask for:

Model: 3810X-Roku Streaming Stick+
Serial Number: YH00HX083585 (C13977726624)
Software Version: 11.5.0 • build 4312-50
Device ID: 21503H083585
Timestamp: 2023-01-28T09:50:46Z
Issue ID:24-039-470

[Drummernaut]

I am sorry, I put the diag info with the wrong stick Below in the correct device for the time stamp:

Model: 3810X-Roku Streaming Stick+
Serial Number: YH007T726624 (C13977726624)
Software Version: 11.5.0 • build 4312-50
Device ID: C13977726624
Timestamp: 2023-01-28T09:50:46Z
Issue ID:24-039-470

[JimmyO]

I'll post my device information later today along with the Comcast service ticket # for this issue.  Hopefully Roku can make progress with Comcast.  From what I can gather they are still working on a new release that will contain the fix.  I would prefer they roll back the current version from October until the new version is ready.

[libtard]

JimmyO,

I agree with the idea for rolling back to the previous version. I doubt Comcast will do that. Funny thing is, one would thing there would be more people complaining about this issue. Who knows, maybe there isn't a lot of people using Roku? Maybe the rollout was isolated to a specific region. I'm outside Philly which is the home to Comcast. 

[libtard]

Hello Danny,

Thanks for your reply. Please see below for the answers to your questions.

1. (Q) Roku device model, serial number, device ID, and software OS/version. I have (4) Roku boxes with the same issue. The info provided will be from one of the (4) boxes. They are all the Ultra boxes.

1. Model 4660X Ultra, SN-YJ007N385424, SV, 11.5.0 BUILD 4312-46, ID CK3927385424

1. (Q) Does this issue occur on a specific channel?

1. No, it happens on all Xfinity Stream channels. It doesn’t happen on Netflix, Hulu, etc.

1. (Q) When it happens, what channel and what version/build is the channel?

1. Xfinity version 6.9 / Build 0 / ID 24-035-793

In this case the audio was out of sync with the video.

[Drummernaut]

Currently watching live content on the NBC app. This is a different stick then my previous post. The sound went way down (more of a complete loss of mid and low end) and there are popping sounds associated with this issue. I have heard them before on previous issues but this time they were loud. I left the app to get the diags, then went back to the live content to confirm the normal sound did come back. This issue is happining on two different sticks on multiple apps.

Model: 3810X-Roku Streaming Stick+
Serial Number: YH00HX083585 (21503H083585)
Software Version: 11.5.0 • build 4312-50
Device ID: 21503H083585
Timestamp: 2023-01-29T15:58:14Z
Issue ID: 85-041-278

[JimmyO]

Hi Danny,

Here is the Roku device information you asked for.  Sorry for the delay.  Please note the Xfinity stream audio issues only occur on my external Roku devices not the built-in Hisense Roku TV (bottom device)

Roku Streambar -

9102R

Software OS 11.5.0 Build 4312-95

Device ID 2A1192831409

The streambar is connected via a Roku recommended USB 2 to Ethernet dongle with cat6 wiring to a 1GB netgear switch port.  

Roku Streaming Stick+

3810X

Software OS 11.5.0 Build 4312-50

Device ID 215081729310

HDMI connected wireless device to a Vizio HD TV.  This device is communicating directly to a Netgear WRT32X router directly beneath this room.  Signal strength is always showing excellent.

Roku Ultra

4670RW

Software OS 11.5.0 Build 4312-46

Device ID KX9985961382

32 GB microSD card installed 6% used

Direct ethernet cat6 wire connection to a netgear 1GB switch port to a wall jack that then connects to a master netgear switch in the next room.  I have cat6 wiring thoughout the house.

Hisense Roku TV Model 50R6+ (50 Inch UHD)

Hardware ID C247X

Software OS 11.5.0 Build 4312-94

Device ID S03T80AJ7UXN

This device is ethernet cat 6 connected to a wall jack that connects to a master 24 x 1GB port netgear switch about 30 ft down to a wall closet.

Hisense TV never has any issues with Xfinity Stream.  All devices show the same version of Xfinity stream app Version 6.9 Build 0

JimmyO 

[Drummernaut]

 @RokuDanny-R 

I forgot to log on and post the latest issue yesterday. The sound jumped way high. ESPN app, watching live content(Sport Center on ESPN2). Just to note, I watch lots of OTA TV as opposed to streaming so I may not be catching many issues that could exist.

Model: 3810X-Roku Streaming Stick+
Serial Number: YH007T726624
Software Version: 11.5.0 • build 4312-50
Device ID: C13977726624

Timestamp: 2023-02-03T09:19:37Z

Issue ID: 24-048-079

[libtard]

Hi Drummernaut,

Question, You said in your post you were watching ESPN app? Was this the ESPN app directly, not going through Xfinity steam? Or, did you first go to the Xfinity widget then channel select ESPN. The reason for my question is, I haven't heard of this issue on any other App other than Xfinity.  Thanks,

[Drummernaut]

ESPN app directly. I access all my apps directly through the stick.