Channels & viewing

[jclmyers]

Since last Monday 5/3/2021, the live tv feature of the Paramount Plus app has video lag the audio. It starts out in sync and then the video gets behind.  Before last week, it worked great. Looks like a new version of the app was released on 5/2/2021. Streaming everything else on this app works fine. Streaming live content in other a apps work great. Tried multiple audio settings, removing the app, rebooting Roku, reinstalling the app. No help. No problems for a year until 5/3/2021. It's a Roku3.

[RokuKariza-D · Accepted solution]

Hello @jclmyers

Thanks for letting us know all that you've done.

Channels on Roku are maintained by the channel developer themselves. Since the audio sync issue only occurs on Paramount+, it'll be best to reach out to their support team directly to report the issue and for further help. There's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.

You can contact their support here: https://help.paramountplus.com/s/

We appreciate your understanding.

All the best,
Kariza

[jmartz49]

I'm having the same problem. Have emailed and called Paramount+ several times. They blame it on Roku. How do I get OS 10.0? I have a Roku 3.

[RokuKariza-D]

Thanks for the post, @jmartz49

Supported Roku devices will automatically receive an update to OS 10 in the coming weeks. Check out the model numbers below to know if your Roku 3 is compatible. 

Supported Roku devices receiving Roku OS 10:

• Roku Streaming Players – 9102X, 9101X, 9100X, 4800X, 4670X, 4662X, 4661X, 4660X, 4640X, 4630X, 4620X, 4400X, 4230X, 4210X, 4200X, 3941X, 3940X, 3931X, 3930X, 3921X, 3920X, 3910X, 3900X, 3811X, 3810X, 3800X, 3710X, 3700X, 3600X, 3500X, 2720X, 2710X, 2700X
• Roku TV – All Roku TV models are expected to receive Roku OS 10.

For more information, you can visit this link: Roku OS software release notes

All the best,
Kariza

[heschoone]

Hello @RokuKariza-D  This is an interoperability issue between Roku and Paramount+ that was introduced back in May.  This does NOT occur with Amazon Firestick or computer login.  Many customers are reporting the same issue and there has been zero progress from Paramount+ or Roku.  I've had an "escalated" ticket open with Paramount+ for over a month now with no progress. You would think that there would be some collaboration between the app provider and the device maker on resolving this but it does not appear to be happening.  

[jclmyers]

Hi. I tried everything. The only thing that I have been able to make work is that I replaced my Roku device with a new Roku premiere. The new device with the new Paramount Plus app works fine. The old device with the new Paramount Plus app is horrible. The old device worked fine until they "upgraded" the app. Perhaps this is roku's way of making you upgrade your devices. It's **bleep** and it cost me a hundred bucks to fix. I still have my old Roku 3 and every time I hook it up I get the same trouble.

[heschoone]

@jclmyers Thanks for the feedback. I spoke again with Paramount+ related to my ticket this morning and they said they believe the issue was introduced when Roku updated their OS to 10.0.0 and they are working with Roku to identify and resolve the issue.  They said they had heard from customers where it was resolved with the new Roku device but that they had other customers where the new device did not resolve the problem...   They also told me Roku said their devices last between 2-3 years due to release of new devices and upgrades so a push to upgrade the device is not an outlandish theory...   Hopefully they will identify the issue and resolve as I do not wish to shell out $$$ for 2 new Roku devices when everything else I watch seems to be working ok.  I may just switch over to the Firestick across the board.  Amazon Prime Day is coming up...

[Desrgu]

I have a 3 Roku premier sticks. All of them have audio lag the video to an annoying degree. This is on EVERY stream irrespective of product I am using to view. Roku needs to fix this. Interested in others who are having this issue as well. Annoying as **bleep**. Regretting my    purchase of roku products at this point. 

[RokuDanny-R]

@Desrgu

Thanks for the post.

Can you please specify the issue you are experiencing? Is this audio lag issue happening on a specific channel on your devices or across all channels?

With more detailed information we will be able to assist you further.

Thanks,
Danny

[heschoone]

Hi @RokuDanny-R.  Have you read through this thread?  The discussion is specific to the case that since the Roku 10.0 update, Paramount+ Live TV option has an audio lag that makes it unusable.  There apparently are other channels, but that is not what this thread is about.  The issue appears to be specific to Roku as it does not affect other devices such as Amazon Firestick.  One person stated that upgrade to Roku Premier resolved their issue but Paramount Support has informed me that they have customers reporting continuation of the problem with that device.  The hope with this thread was that it would show the vendors that there are a lot of customers experiencing this and hoping it would spur higher level of collaboration between Roku and Paramount.  Since this has gone on so long with zero progress, some have terminated Paramount+ or moved off Roku.  I purchased another Firestick on Prime Day so....