Issue Tracking Board

[JimmyO]

Hello Roku,

Per instructions, I generated two tracker ID's this morning for audio/video synchronization issues after commercial break from CNBC in the Xfinity Stream app Version 6,12.

Model 9102R - Roku Streambar (Internet connection via support USB 2.0 dongle to ethernet Cat6 to switch)

S/N YL002Y831409 (2A1192831409)

Software Version: 12.0.0 Build 4184-95

GC Version: 9.4.521

Timestamp: 2023-07-19T13:17:41Z

Issue ID: 09-287-357

Issue # 2:

Same hardware /software version information from above:

Timestamp: 2023-07-19T16:45:30Z

Issue ID: 09-287-565

These issues also occurred all day on our Hisense RokuTV but I did not have a chance to Generate a tracker ID for them.....

JimmyO

JimmyO

[JimmyO]

Just happened again......

Same information for Hardware/Software version information

Timestamp: 2023-07-19T:18:53:08Z

Issue ID: 09-287-693

[Tommied]

@RokuTakashi  Model: J104X - Roku TV Serial number: Z0210033KNGK (SOMJH323KNGK) Software 12.0.0 - Build 4184-DK GC ver. 9.3.516 Timestamp: 2023-06-28T01:21:33Z Please Use ID-GK-256-401 to repeat the current issue

[kmusk64]

Out of sync again...

Model; 4802X - Roku Ultra

S/N: X01000RE3DDK (S0DA223E3DDK)

Software Version: 12.0.0   build 4184-C2

GC version: 9.4.521

Timestamp: 2023-07-19T22:11:07Z

issue ID DK-287-891

[Streamer91]

Got a chance to capture the debug info when audio went out of sync this time:

Model 3810X - Roku Streaming Stick+

SW Version 12.0.0 Build 4184-50

GC Version: 9.4.521

Timestamp: 2023-07-19T23:56:42Z

Issue ID: 71-287-996

[RokuAnjelie]

Hello Community users,

Thank you for posting here in the Roku community regarding audio sync with the Xfinity channel on your Roku device. 

Please be aware that we are still investigating this issue with the channel partner, and once more information is available, we will be sure to update this Community thread.

Your patience and understanding in the meantime are much appreciated.

Thanks,

Anjelie

[Streamer91]

Model: 3820R2 - Streaming stick 4k

SW ver 12.0.0, build 4184-E6

GC version 9.4.521

Issue ID 8x-289-426

[vadeltachi]

And here's my latest.  As a reminder, this happens EVERY day on EVERY Xfinity stream channel, but on NO other roku app.

Model: 4660RW - Roku Ultra

Serial Number:  YJ001A689649 (CS3961689649)

Software version 12.0.0 build 4184-46

GC version: 9.4.521

Timestamp: 2023-07-21T23:45:49Z

Issue ID: 49-290-865

[sims14817]

This has been going on for over three months with no resolution in sight based on the 22 pages of posts in this discussion. As this problem does not occur on the competitor's stick, it's clearly a Roku issue. Can someone at Roku please give an actual update rather than asking for user's model and software versions? 

[SYN80]

Here is a video clip showing that the audio is ahead of the video by a few seconds. If you back out of a channel then go back into it the audio/video is in-sync.

https://www.youtube.com/watch?v=MU_C_EtPtXg