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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DurbanGirl1
Level 7

Audio sync issue when watching Amazon Prime

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I just upgraded our Roku 3 with a Roku Ultra. I’m having issues when watching Amazon Prime - the audio is quite out of sync and it’s hard to follow who’s saying what on the screen. I plugged the Roku 3 back in and it works fine. I’ve been reading up on this issue - and I haven’t found a fix that actually works. I tried deleting the Amazon app and restarting the Roku - then added the channel back. No bueno.

Has anyone with this problem been succesful in fixing it?
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dwboston
Level 8

Re: Audio sync issue when watching Amazon Prime

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My solution was hitting the * button, going in audio and making sure that volume mode is "off". Voila, audio sync problems disappear. 

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SLS
Level 7

Re: Audio sync issue when watching Amazon Prime

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I had to press * while the video was playing and turn the volume option from "night" to "off" to fix the problem.

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bobbyd64
Level 8

Re: Audio sync issue when watching Amazon Prime

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The clear audio settings worked for a short time. The real problem was a bad hdmi cable. Looked okay but when I unplugged the cable it broke off the end. New cable no problem. Weird that Netflix and other apps had no audio issues just prime. Moral of the story check your cables. 

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Community Manager
Community Manager

Re: Audio sync issue when watching Amazon Prime

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@SoundsGood Thanks for the note here. If you are experiencing an issue that only affects a specific channel, the channel provider will need to investigate the issue occurring within their channel to help work toward a potential resolution.

We'll help pass along the feedback to a channel (app) provider, however, channel specific issues often require a channel-side update in order to be resolved. You'll need to reach out to Amazon support to report the issue, discuss further investigation of your specific issue in their channel, and request additional updates on the status of the issue. You can reach them here: https://www.amazon.com/gp/help/customer/contact-us

Our recommendations for troubleshooting channel-specific issues are detailed here: https://community.roku.com/t5/Channel-Issues-Questions/Look-Here-for-Help-amp-Support-with-Channel-I...

If those tips are resolving the issue, and it is not occurring in any other channel on your device as you mentioned, you'll want to continue following up with the channel provider for more help. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

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35 Replies
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aagstn
Level 7

Re: Audio sync issue when watching Amazon Prime

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I had the same issue with the Roku Ultra I purchased. Vudu was the worst and was nearly a full second off. Had this issue on separate TVs and sound systems. I couldn't solve it and returned the Roku Ultra.
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stumap
Level 7

Re: Audio sync issue when watching Amazon Prime

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I have had a Roku ultra for 1 year and this last week the audio in prime and Netflix has started to get out of sync, only a system restart corrects it.

Ps. Found some other posts suggesting the soundbar might be responsible
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bozzy
Level 9

Re: Audio sync issue when watching Amazon Prime

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"stumap" wrote:
I have had a Roku ultra for 1 year and this last week the audio in prime and Netflix has started to get out of sync, only a system restart corrects it.

Ps. Found some other posts suggesting the soundbar might be responsible

It is due to the latest update 9.0 4083. I'm having to reboot 3 Rokus daily now because audio gets out of sync.
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PricklyPear
Level 7

Re: Audio sync issue when watching Amazon Prime

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I had the same issue, but the issue seems to have disappeared sometime in the past week.  I don't have a soundbar on the Roku Ultra we use for Amazon Prime channel. Our TV feeds its output to a stereo receiver that feeds the sound to a pair of stereo speakers.

While we had the issue, I found the easiest way to get it back in sync was FF for a couple seconds, pause, then rewind. Alas, whatever they did to fix the issue broke both FF and REW.  Both those functions are now essentially dead keys on the remote. 

The feature that identified actors on Pause also disappeared yesterday.  

Will this channel ever work the same for two weeks running?  It is getting ridiculous. 
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kmhamm
Level 7

Re: Audio sync issue when watching Amazon Prime

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Same problem - audio lagging video, most noticeable on Amazon Prime, but happens on most apps. I've rebooted several times and it still happens. My internet speed is good. I'm using an older Panasonic plasma and have the Roku plugged into an HDMI slot directly. I use a Roku Streaming Stick +, purchased in 2019 on Amazon. 

Anyone know if this is fixable? 
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stumap
Level 7

Re: Audio sync issue when watching Amazon Prime

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"stumap" wrote:
I have had a Roku ultra for 1 year and this last week the audio in prime and Netflix has started to get out of sync, only a system restart corrects it.

Ps. Found some other posts suggesting the soundbar might be responsible

I have found that toggling the TruVolume feature on my Vizio soundbar off and on from the Vizio remote corrects the problem without stopping the stream or restarting anything
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Community Manager
Community Manager

Re: Audio sync issue when watching Amazon Prime

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@kmhamm

During playback of any content, press the * key on your remote. A menu will open on thew lefthand side of the screen. Do you currently have any Volume Mode enabled here? If so, try turning this 'Off' and see if this helps improve the issue you're experiencing. 
Tanner D.
Roku Community Manager
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2wgasa
Level 7

Re: Audio sync issue when watching Amazon Prime

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I started having problem with Amazon Prime with my Ultra a little over a month (I think) ago. My roku 3's, streaming sticks and roku tv's did not have the issue. System restarts didn't help. I did have the audio leveling on--no idea what it does--so turned it off and restarted and had same problem. I replaced the Ultra with a 3 using same HDMI cable and worked perfectly when I resumed my test movie. I finally contacted Roku support via chat and went through the same stuff as others have mentioned eventually being told to contact Amazon Prime.

Yesterday, I did a factory restore and problem gone. Before posting, I just checked again by resuming test movie and still good. (BTW, had no issues if I started a movie at the beginning but if paused then resumed came back to the sync issue.) I really hope this it.
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2wgasa
Level 7

Re: Audio sync issue when watching Amazon Prime

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Ps. Never had issues with Netflix.
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