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f2bme's avatar
f2bme
Channel Surfer
3 years ago

Re: [SOLVED] XFINITY - Audio out of sync on Xfinity channel

Anonymous Hi, I mainly use the Xfinity app on my Roku Express device. I tried your suggestions of uninstalling and reinstalling the app and performing a restart of the device. Unfortunately, this only works temporarily until the audio/video sync issue resurfaces again. I have also tried all of the suggestions in the official Roku Support articles.  It seems that there are no permanent solutions to this problem. Is Roku still aware of and addressing it?

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  • GaJoe's avatar
    GaJoe
    Channel Surfer
    3 years ago

    This is an Xfinity app issue and occurs on other streaming devices. There are tons of blogs about it and Xfinity doesn't seem to worried about getting it fixed. Other channels/apps on Roku are perfect and stay synq'd. As soon as I'm out of my current deal with Xfinity I'm moving to another service.

    • GaJoe's avatar
      GaJoe
      Channel Surfer
      3 years ago

      Update. This used to only happen on 1 Roku soundbar. I returned that and now have 3 of the 4k sticks. Pleased with the performance BUT since an update all of them now have the sync issue in the Xfinity Stream app. I have narrowed it down to it happens when live tv goes to a commercial. It then gets out of video/audio sync. Only way to restore it is to exit and go back in.

      • richtemp's avatar
        richtemp
        Reel Rookie
        3 years ago

        I noticed an occasional stutter in the video and the audio does not. This appears to be the moment it goes out of sync. The more it happens the further out of sync it gets. To reset you have to back out of the channel and reselect it. Happens multiple times per hour. This is an app specific issue the developer must fix. Good luck with that since they are probably associated with Comcast. They probably think we are just lucky enough not to have to use their equipment regardless of it's performance.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi GaJoe,

      Thanks for the posts regarding the issue you are experiencing with the Xfinity Stream channel.

      if you are still experiencing an issue with the Xfinity Stream channel, the sound is out of sync. Please help us with the required details from my previous post so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know.

      We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


      Best regards,
      Mary

    • foobar2020's avatar
      foobar2020
      Reel Rookie
      3 years ago

      xfinity has a monopoly on cable, thanks to Congress of the USA.

  • OneAnnoyedUser's avatar
    OneAnnoyedUser
    Newbie
    3 years ago

    This has been going on for MANY, MANY months now. Using Xfinity app on all my Roku's (Ultra, 3, 3). Having both known Xfinity issues. One were the audio/video goes out of sync. The other the volume will jump to super loud right in the middle of watching something. There are complaints all over this forum, and Xfinity forums, but NO FIXES. It is UNWATCHABLE. .. Is it time for me to throw all my Rokus in the trash?? 

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi f2bme,

    Thanks for your first post in the Roku Community!

    We're sorry to hear that you've been having an issue with the audio that is out of sync with playing content on the Xfinity channel. 

    Just to verify, are you using an A/V receiver or soundbar with your TV/Roku player setup? When did this issue first start occurring?

    In Settings > Audio > Audio mode, what setting do you have selected? Does the same issue occur if you change the setting to Stereo or Auto?

    One additional suggestion we would like for you to try is you can check for a manual system update by navigating to Home > Settings > System > System update > Check now and seeing if you notice any difference.

    We would recommend trying to see if that resolves your issue. Please keep us posted.


    Best regards,
    Mary

    • Will14's avatar
      Will14
      Reel Rookie
      3 years ago

      So I just want to relate my experience, I have 2 Roku devices and I was experiencing the delay on both.  Costco had sale on a LG TV which included the Xfinity app so I bought one and guess what?, the delay occurred also when using the Xfinify app on the LG TV.  So I am thinking that the issue possibly is on the Xfinity side.

      • Will14's avatar
        Will14
        Reel Rookie
        3 years ago

        Unless the LG software shares a codebase with the Roku app 🙂

    • f2bme's avatar
      f2bme
      Channel Surfer
      3 years ago

      RokuMary-F Thank you for your reply.  My replies to your questions/suggestions are as follows.

      Are you using an A/V receiver or soundbar with your TV/Roku player setup?  No, I am not.

      When did this issue first start occurring? About 3 or 4 days after initially setting up the device.

      In Settings > Audio > Audio mode, what setting do you have selected?  Both Digital Output Format and Preferred Streaming Format are set to "Auto".

      Does the same issue occur if you change the setting to Stereo or Auto? I haven't tried setting the mode to Stereo. I will try that to see if it resolves the issue.

      Check for a manual system update.  No updates available. Current Software ver: 12.0.0, Build: 4178. 

      Thanks!

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi f2bme,

        Thanks for following up.

        If you are still experiencing an issue with Xfinity that the sound is out of sync, can you please specify the issue you are experiencing? Please provide us with the following information:

        • Roku device model, serial number, device ID, and 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 by 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, and provide us with this ID)
        • steps to reproduce the issue you are seeing

        Once we have this information, we will be able to investigate the issue further. We look forward to hearing back your response and helping us look into the issue.


        Best regards,
        Mary

    • Dgrays's avatar
      Dgrays
      Newbie
      3 years ago

      This does not solve the problem, I too have experienced the same issues and have tried all of the suggestions you have provided with no resolution. This all started with your May 2023 software version release which needs to be rescinded until an update to correct all of the problems we are experiencing with this latest version of software can be released. 

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