Solving playback issues

[RokuArjiemar · Accepted solution]

@bigboab5,

Thanks for the post,

We appreciate you reaching out to us. We're pleased to assist.

Try adjusting TV settings
Please try adjusting the TV settings described below to help fix an A/V sync error. Consult online documentation for your TV model or contact the manufacturer directly for detailed instructions.

• Some TV models have an A/V Sync feature that can often be found in an Audio sub-menu within the Settings menu on your TV. If the feature exists on your TV, try adjusting it to see if A/V sync improves. The feature may also be called something like Audio delay or Lip-sync.
• Use the following suggestion if the sound is distinctly heard before you see the picture.
  • Turn off any advanced video processing on your TV such as motion smoothing, or video noise reduction. These controls are often found in a Video or Picture Settings sub-menu within the Settings menu on your TV.
• Try the suggestions below if the sound is distinctly heard after you see the picture.
  • Set the digital audio output on your TV to PCM. You can often find this setting in an Audio sub-menu within the Settings menu on your TV.
  • Try turning off Game Mode if the setting exists on your TV. 

Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[bigboab5]

Hi there,

I have reset the router to no avail. 

There also seems to be a misunderstanding of the problem. It is not that the audio is out of sync, not at all. The problem is that the audio, for want of a better description, the volume goes to 0, then comes back to the normal volume about 10 secs later. It happens every time the prog ends and when there ads start, for every ad and then when the next prog starts. . When the audio returns in each instance, it is perfectly on synch. If I can I will record a video to show you.

[Dn082047]

When I had this issue, someone asked me to test the stick on another tv. I did and it worked fine. I then brought the stick back to my original tv and the problem went away. 

[bigboab5]

I have recorded a video that shows the problem, is there somewhere I can send it so you guys can see it

Bob

[bigboab5]

Ok, I have uploaded it to you tube.

See link below

https://youtu.be/CAYSFSYFtI4?si=_faNywuufMhjePSj

Bob

[RokuJechealR]

Hi @bigboab5,

Thanks for keeping us updated!

We appreciate you taking a video of the issue. Have you tried removing the affected channel and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
   
   • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
2. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > Power > System Restart > Restart. (If you do not see a Power submenu, skip to the next step).
3. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
   
   • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

For more references on how to troubleshoot any channel playback issues, you can visit our Support page.

Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

All the best,

Chel

[bigboab5]

Ok, still to try those last suggestions. But I have noticed something. The audio is reduced to zero for a few seconds when there is an overlay, ie, skip intro, next episode, ad 1 of 2 etc. hopefully this will help.

[bigboab5]

Removing and reinstalling the app did not work at all Still have the problem

Bob

[RokuArjiemar]

Hello! @bigboab5,

Thanks for the update,

We would be more than happy to investigate further, but we will need further details. Can you 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 or 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 five times, followed by the Back button five times, and provide us with this ID)

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,

Arjiemar

[bigboab5]

Hi there guys, 

Ok here is the info you asked for

It happens most often on Max version is 55.3 build 1

Here are the other details you asked for

Issue report tracker

Model: 4801RW - Roku Ultra

Serial number: X010008L9P88 (S0DD336L9P88)

Software version: 12.5.5 • build 4174-DE

GC version: 10.5.39

Timestamp: 2024-01-27T03:29:46Z

Please use issue ID 88-037-649 to report the current issue.