Solving playback issues

[cakompong]

The audio/sound is out of sync with the video/picture on this particular channel. The Sound runs faster and the video is playing catch up, making the whole experience not enjoyable. These are the specs of my Roku TV - TCL Model 43S433, Hardware ID G109X, Software version 12.5.5 build 4174-CG. The other channels are fine, just this channel.

[RokuEuniceL · Accepted solution]

Hi @cakompong,

Thank you for posting here in the Roku Community!

We appreciate you letting us know about your streaming issues on this particular channel. We will work with you to know what went wrong so we can assist you further and fix the issue. In some cases, removing the channel and then re-installing it may help. To ensure the process is successful, follow the steps below, making sure you restart your Roku device before adding the channel again.

1. Remove the channel. Highlight the channel tile on your home screen and press * to open the Options menu. Select the Remove channel and confirm.
2. Restart your Roku device. Go to Settings > System > Power (skip, if unavailable) > System Restart.
3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

If, after attempting the suggestions above, you are still unable to play any titles from a single channel while content from other channels plays fine, contact the customer support team for the channel provider to report the issue and get help.

See more tips and troubleshooting steps for this type of issue here: How to resolve a channel playback issue. This should fix the problem you're having, but if it doesn't, please let us know so we can further assist you.

Kind regards,                                                                                                                                        Eunice