Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Psilobite
Level 12

Audio Leveling Causes Sound To be Out of Sync

I never had this problem until the system update to version 10 build 4208-46.

4660X Roku Ultra.

Now I have this problem.

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11 REPLIES 11\
RokuDanny-R
Roku Employee
Roku Employee

Re: Audio Leveling Causes Sound To be Out of Sync

@Psilobite

Thanks for the post.

Can you please provide more information about the issue you are experiencing? Does this happen on a specific channel or does it happen across all channels?

Please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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)
-steps to reproduce the issue you are seeing

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
cscattaglia
Level 8

Re: Audio Leveling Causes Sound To be Out of Sync

@RokuDanny-R 

I believe that I have the same issue - I don't know if it is audio leveling specifically causing this issue though. I also did not notice any issues before the FORCED/BACKGROUND OS UPDATE. You guys should really not be doing that stuff, by the way.

I exclusively use the Plex channel on my Roku, I do not know if it happens in other channels. I am using the Plex Preview channel, version 6.8, build 3.

Again, the reason I have been forced to use the Plex Preview channel is because the FORCED/BACKGROUND OS UPDATE TO ROKU 10 broke AAC audio in the standard Plex app and they implemented a dirty workaround while they address the issues you guys caused with this update.

I will only be able to use the Roku for about a week at a time, before the audio randomly gets out of sync and I have to restart the device.

 

Here is the information that was requested.

Model: 4630X - Roku Premiere+

Serial Number: YR000N184755 (7KA6A0184755)

Device ID: 7KA6A0184755

Software version: 10.0.0 build 4209-29

Tracker ID: 55-251-985.

I am not sure if the Tracker ID is still valid - I found this post just after the Roku audio experienced issues again and I already rebooted it before I did the trick to display the Tracker ID.

This is incredibly frustrating and I would really like the option to downgrade my Roku OS version. If I ever buy another Roku again, I will block all communication to Roku's update servers to prevent stuff like this from happening again.

cscattaglia
Level 8

Re: Audio Leveling Causes Sound To be Out of Sync

It should also be noted that once the audio issue occurs, it is persistent throughout the Roku. ALL sounds are delayed - navigating through the Roku home screen/settings - the audio is all delayed.

So it is not a problem specific to the channel I am using, in my opinion.

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cscattaglia
Level 8

Re: Audio Leveling Causes Sound To be Out of Sync

@RokuDanny-R  - did you see my previous post with all of the info you requested to debug the issue?

I disabled Audio Leveling and didn't have the issue for a week. I enabled Audio Leveling and the issue presented itself within the next day or two.

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cscattaglia
Level 8

Re: Audio Leveling Causes Sound To be Out of Sync

Hi Danny - I posted the info you requested a while back.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Audio Leveling Causes Sound To be Out of Sync

@cscattaglia

Thanks for the post.

As you stated previously, if you are not experiencing any audio sync when you have disabled Audio Leveling, we would recommend not turning Audio Leveling in order to prevent the issue from coming back.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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jwarren02
Level 8

Re: Audio Leveling Causes Sound To be Out of Sync

Seriously? What kind of solution is that. How about have your Dev fix the problem?

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cscattaglia
Level 8

Re: Audio Leveling Causes Sound To be Out of Sync

Agreed with jwarren. There is no way that is an acceptable solution. This worked perfectly fine before this forced & background OS 10 update.

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healthchic
Level 7

Re: Audio Leveling Causes Sound To be Out of Sync

All of a sudden this week all of my premium channels on my Roku Ultra are out of sync!!!  I tried everything suggested in your troubleshooting section,  but nothing eliminated the problem.  Please help!!!  Thanks.

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