Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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fhall1
Level 7

Voice remote pro audio with headphones out of sync

I just purchased Roku's new rechargeable voice remote pro with headphone jack to replace the remote on my Roku 4 since the new remote won't need battery replacement and it'll also control my TV.  I am experiencing an audio sync issue when using the headphones with this remote using the Spectrum app. 

Without using headphones, the audio is fine - in sync with the video.  However, as soon as you plug in the headphones you can see the video pause very briefly, then start, then the audio starts a tad later and is always out of sync.  It never catches up and is truly annoying.  Annoying enough that I'm thinking of sending the remote back.  I've tried starting the app with the headphones already plugged in, plugging and unplugging them multiple times, etc - that doesn't help either.

The odd thing is when I use the original Roku 4 remote with headphones (which I have done for a couple years now), there is no audio sync issue. Any thoughts from anyone?

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8 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Voice remote pro audio with headphones out of sync

@fhall1 

Thanks for the post.

Have you tried connecting your headphones before playing the content that you are trying to watch to see if you are still experiencing the same issue?

For more troubleshooting information regarding the issue you are experiencing, we would recommend taking a look at the steps provided by our Support page here: How do I solve problems with private listening?

Please keep us posted what you find out and we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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fhall1
Level 7

Re: Voice remote pro audio with headphones out of sync

See again my second paragraph, last sentence.

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fhall1
Level 7

Re: Voice remote pro audio with headphones out of sync

Had a chance to look at the link you quoted about solving private listening problems.....here's the "troubleshooting suggestion" relevant to my situation :  

"If audio is out of sync:

  • Software will make attempts to auto-correct itself. Wait a moment before troubleshooting."

That was zero help.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Voice remote pro audio with headphones out of sync

@fhall1 

Thanks for the update.

We would be happy to look further into this issue for you. 

Can you 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

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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fhall1
Level 7

Re: Voice remote pro audio with headphones out of sync

Danny,

Before I found all that info, I tried a last ditch thing.

I left the headphones plugged in and did a "Restart" of the Roku via the Settings/System menu.

Lo and behold - when everything came back up, the sound and video were in sync!  I didn't have time to test extensively - like will it stay in sync tonight when I go to watch TV again, or will it require another restart? Etc.  Will report back here when I know more.

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RokuMary-F
Roku Employee
Roku Employee

Re: Voice remote pro audio with headphones out of sync

Hi @fhall1,

Thanks for keeping in touch and providing the update.

Keep us posted from there if you need additional help.

Thanks,

Mary

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fhall1
Level 7

Re: Voice remote pro audio with headphones out of sync

Sadly, I have to report that once you unplug the headphones (as I do every night to keep the battery from rapidly draining when not using the remote), when you plug them back in the audio is once again out of sync.  This requires a restart of the Roku with the headphones plugged in to remedy the sync issue.

Maybe the Roku engineers can look into this???

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RokuDanny-R
Roku Employee
Roku Employee

Re: Voice remote pro audio with headphones out of sync

@fhall1 

Thanks for the update.

Can you please provide us with the information that I requested in my previous post? Once we have this information we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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