Remotes

[fhall1]

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?

[RokuDanny-R]

@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

[fhall1]

See again my second paragraph, last sentence.

[fhall1]

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.

[RokuDanny-R]

@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

[fhall1]

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.

[RokuMary-F]

Hi @fhall1,

Thanks for keeping in touch and providing the update.

Keep us posted from there if you need additional help.

Thanks,

Mary

[fhall1]

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???

[RokuDanny-R]

@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

[fhall1]

Hi Danny,

The strangest thing.  I had to restart the Roku twice within 4 or 5 days after my last message because of the audio sync issue. IT would be fine for maybe two days, then get out of sync again.  After my last restart (many days ago now) the audio sync problem has not happened again!  Not sure if my Roku got an OS update or not - but I know the Spectrum app didn't change (given the fight between Roku and Spectrum currently).  I will naturally keep an eye on this (literally), and if it happens again I will give you all the relevant info.  Thanks for all your communication on this.