Hi DLTDLT,
Thanks for posting in the Roku Community!
We appreciate you informing us about the behavior you are experiencing when playing content on Xfinity Stream. We're sorry if you are having this issue and Roku aims to make your streaming experience an exceptional one.
Please be advised that we are currently aware and our engineering team has been investigating this issue closely.
In the meantime, please help us with the required details I posted above so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know.
We look forward to your responses and gathering your details.
Best regards,
Mary
I also am having this issue on multiple devices. I'm currently using 3 Roku Devices. A Westinghouse Roku TV which started having sync issues immediately after updating to 12.0, a streaming stick 4k + which also has issues starting immediately after updating to 12.0, and a TCL Roku TV which is still on 11.5 and working fine.
To replicate the issue I start watching a live TV channel on the Xfinity Stream app. Typically occurs when I am watching CNBC, but that is just what I typically watch. The channel will work fine for some period of time and then suddenly the video will freeze momentarily while the audio continues and they are out of sync from that point forward. There does not seem to be any pattern as to when that occurs. Sometimes after a few minutes, sometimes and hour or two. To recover I just hit the back button exiting the channel and then select the channel again, which causes everything to be in sync again.
From the last time this occurred (this morning):
Westinghouse Model WR24HX2210
Hardware ID: DE01X
OS Version: 12.0.0 build 4182-D5
Serial Number: X00700WDK7J
Tracker ID: 7J-189-678
A second device (3810X) updated from 11.5 to 12.0 (build 4184-50) over the weekend. Now seeing the sync problem on that device. I notice it also seems to be occasionally losing audio completely - this issue occurs repeatedly when the broadcast stream returns after periods where Xfinity inserts its own ads. In both cases, the issue is resolved by exiting and reselecting the stream.
Oh, I forgot to mention that the version of the Xfinity App I am using is the latest available, 6.11 build 0, on all three TVs.
Exactly what happens… I hope we get a resolve soon!!! Crazy and wife is getting frustrated!!!
Hi RkuUser62,
Welcome to the Roku Community!
We appreciate you letting us know about this issue. Thanks for providing all the information needed to investigate the audio out-of-sync issue with Xfinity Stream and we're sorry for the inconvenience.
We'll go ahead and send this over to the appropriate Roku team. We'll get back to you once we have an update.
Thank you for your kind understanding while we investigate this issue.
Best regards,
Mary
Yes, the only quick fix is going out and launching the channel again… pain. Should not be happening. Soon as some gets all the channels Xfinity carries I’ll switch to them and ditch Xfinity if they are the problem. Just switched to streaming 6 months ago and was happy at first. Roku/Xfinity have to figure this out soon!!!
Thanks for sharing your observation.
Please be advised that we are currently aware of the issue and our appropriate team is working diligently to resolve the issue.
In the meantime, if you are having a sound that is out of sync with your Roku device when playing content with Xfinity Stream. Please help us with the required details requested from my previous post so we can send additional information for further investigation to our engineering team.
We appreciate your patience while we investigate this issue and we look forward to your responses and gathering your details.
Best regards,
Mary
Exacrly what happens on all four of my Roku devices. Excellent description, and yes it happens multiple time every morning watching Squawk Box.
Hi slithery1,
Welcome to the Roku Community!
Thanks for taking a moment to post about the issue you are currently experiencing. We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:
We are working diligently to attend to your concern as soon as we can and we are looking forward to your response.
Best regards,
Mary
Hi, Mary. The out-of-synch issue occurs on my several devices and on at least several channels: CNBC, Fox News, Bloomberg, and our several local channels (ABC/NBC/CBS affiliates). The issue is much as RkuUser62 describes above, except in my case it happens often, maybe every few minutes? Exiting to the Xfinity app home screen and going back to my program works, but only for +/- several minutes before things go to **bleep** again.
This problem is completely new. I’ve been using the Xfinity Streaming app for the past couple of years, including the one marked as a beta version, and I never had this problem before maybe 3-4 weeks ago?
You asked for info on the Roku units. Here are two of them.
LR
Model 4802X - Roku Ultra
SN X01000F844E4
Device ID S0DA228844E4
Software 12.0.0 - build 4184-C2
Kit
Model 4630X - Roku Premiere+
SN YR00AF664093
Device ID 7KA6AA664093
Software 12.0.0 - build 4184-29
Hi slithery1,
Thanks for providing all the information we requested and we're sorry for the inconvenience.
We'll go ahead and send this over to the team for further investigation. We'll get back to you once we have an update.
We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.
Best regards,
Mary
