Channels & viewing

[RokuERey]

@edbachta,

Thanks for the update!

If you see this happening again, please try to perform the steps below and let us know if that helps.

1. Open the Roku mobile app on their iOS or Android Phone
2. In the app while on the same wifi as the desired device go to the devices 
3. Tap Remote   from the navigation bar
4. Tap the Gear icon   to open the Controls menu
5. Tap Adjust audio delay
6. Tap Get Started and follow the on-screen instructions

Please keep us posted!

Regards,

Rey

[edbachta]

I tried the suggested fix. It did not fix the problem.

[RokuERey]

@edbachta,

Thanks for the update and for the effort in troubleshooting this.

Please share with us the details below. 

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• 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).

Once we have this information available, we'll be able to forward this over to the right team.

Regards,

Rey

[edbachta]

Model G139X Roku TV

Serial number X01200L77J75 (S0JVH2A77J75)

Software Version 12.5.0 build 4176 CG

Issue ID 75-498-476. 

Another piece of possibly relevant info, I can still hear the background soundtrack. I’m only losing the dialogue. I’m also using a Vizio sound bar.

[RokuERey]

@edbachta 

Thanks for the update!

We'll take it from here and we'll forward this over to the appropriate Roku team for further investigation

Thanks,

Rey

[ravenpaul]

Same for me, but it happens on several apps, not just Hulu.  Definitely going with fire stick next time