Solving playback issues

[Johnnyhammersty]

I have a Roku streaming stick. every since it has been new, the sound and picture do not sync. I have tried all of the suggestions and it does not help. There is no other equipment attached other than the television.

[RokuJohnB]

Hi @Johnnyhammersty,

Welcome to the Roku Community!
We'd like to investigate further this issue that you're having with the Roku streaming stick. Can you please provide the following information below?

• 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).
• What troubleshooting steps have you taken so far?

Once we have this information, we will be able to pass it along to our appropriate Roku team for further investigation.

Thanks,

John