Channels & viewing

[Djmoney218]

I am having the same issue. 

Hisense model: 6 Series 50

Hardware ID: G217X

Serial Number: X01900VSCVAE

Device ID: S0A2623SCVAE

Software Version: 11.5.0 build 4312-CH

Roku Account: [personal information removed]

[RokuNimfa-C]

Hi @Djmoney218, 

Thanks for reaching out to the Roku Community. 

We appreciate the information you have provided. We'd like to learn how this problem occurs on your end. Can you please specify the issue you are experiencing? When did you start seeing the issue? What troubleshooting steps have you already taken to try to resolve the issue?

Keep us posted with the details. 


Regards, 
Nimfa

[Gavinfam]

We notice it when watching Hulu live on our Roku tv. It tends to happen a little into watching it (10 minutes +) and we haven’t figured out a way to get it back in sync. We have removed Hulu and reinstalled. We also will try and change channels or come in and out of it but that doesn’t fix the issue. 

[RokuDanny-R]

Greetings @Gavinfam 

Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing with the Hulu channel.

Please be aware that we have found the root cause of the issue and believe that this issue will be resolved in a future update.

Your patience and understanding in the meantime is much appreciated.

Thanks,
Danny

[Quigleyts]

This also occurs constantly with my tv. It happens on live television after returning from a commercial. It is a Hisense - 55" Class U6GR Series Quantum ULED 4K UHD Smart Roku TV purchased in December of 2022. 

[RokuJohnB]

Hi @Quigleyts,

Welcome to the Roku community!

We understand that you're having a problem with your Roku TV. Help is here. Is this happening to one channel only? If yes, you can try these troubleshooting steps below:

• Remove the channel. Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: press home on your Roku remote, select settings, select system, and system restart.
• Re-install the channel: scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

You can also check out this link: How to resolve a channel playback issue.

Let us know how it goes!

Best regards,

John

[BrenVav]

I tried the steps listed and still not working correctly. It happens on multiple live channels.

Any ideas - this is getting very frustrating.

[BrenVav]

This is on a 58" Hisense Roku, 6 Series-58", Hardware ID G204X, Serial #X01900KRMN38, 11.5.0 Build 43D-CH, Device ID S08C725RMN38.

[RokuArjiemar · Accepted solution]

Hi! @BrenVav,

Thank you for your post.

• How are you powering your Roku TV?
• Do you have any other devices connected to your TV?

If your internet connection is not fast enough, it can cause the video and audio to become out of sync. 

Try adjusting the TV settings described below to help fix an A/V sync error. Consult the online documentation for your TV model or contact the manufacturer directly for detailed instructions.

• Some TV models have an A/V Sync feature that can often be found in the Audio sub-menu within the Settings menu on your TV. If the feature exists on your TV, try adjusting it to see if the A/V sync improves. The feature may also be called something like audio delay or lip-sync.
• Use the following suggestion if the sound is distinctly heard before you see the picture:
  • Turn off any advanced video processing on your TV, such as motion smoothing or video noise reduction. These controls are often found in a Video or Picture Settings sub-menu within the Settings menu on your TV.
• Try the suggestions below if the sound is distinctly heard after you see the picture.
  • Set the digital audio output on your TV to PCM. You can often find this setting in the Audio sub-menu within the Settings menu on your TV.
  • Try turning off Game Mode if the setting exists on your TV.

Please keep us posted on what you find out and will be more than happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[riegelj]

Do you have an ETA on when a version with the fix will be released?