Solving playback issues

[mrrabbit02]

Using Roku express and DirectTV Stream app is playing out of synch. Started three days ago and have tried all "basic" fixes, not one has helped. All other apps audio is in synch!

[RokuMary-F]

Hi @mrrabbit02,

Welcome to the Roku Community!

Thanks for your effort in informing us about an issue with the sound that is out of sync with playing content on the DirecTV Stream channel. 

We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

• When did this issue first start occurring?
• Do you observe this behavior while using any other channel(s) on your device?
• Have you tried removing any channel you observe this issue on from the Roku home screen? Then, restart your device. Once it loads up again, add the channel back once more and try playing content again.
• Are you using an A/V receiver or soundbar with your TV/Roku player setup?
• 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?
• What specific troubleshooting steps have you taken so far to try to resolve the issue?

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

[user442]

This is happening on mine too. Started about 3 weeks ago.

[RokuMary-F]

Hi @user442,

Congrats on your first post in the Roku Community!

We appreciate your post and we want to make sure that we can get this resolved as soon as possible but we need more details. Can you please provide us with more specific information about the issue you are experiencing? Kindly provide the information requested just above your post.

With more detailed information, we will be able to assist you further.


Best regards,
Mary

[Zardozed]

I too am having problems with A/V lip sync errors with the DirecTV streaming app that started about a month ago when i moved out of a house that had AT&T & DIRECTV service via satellite dish.  The app worked fine at that time.  After moving to an extended stay hotel on a temporary basis the problem started while using the hotel's WiFi.  I have preformed multiple hard reboots by disconnecting both the HDMI and power cables to the Roku device and the TV.  Problem still exists.  Very few audio options on the TV as it is a older flat screen TV.  Read a suggestion last night to reset the TV to factory default settings.  Haven't tried that option yet.  Came across an AT&T tech in the field a while back and he told me that AT&T is in the process of divorcing itself from DIRECTV.  Might be a viable explanation?  The error occurs across all the channels on the app.  Curious what carrier other customers are using that are experiencing this problem?

Brett H

[RokuERey]

Hi @Zardozed,

A warm welcome to the Roku Community!

Thanks for the additional information provided and the attempts at resolving this issue.

Have you tried connecting your Roku device to an alternative network, such as a mobile hotspot, to see if you're still seeing the same issue occur?

Let us know if the issue persists so that we'll be able to further look at it.

Thanks,

Rey