Solving playback issues

[dansgen1alero]

09-12-2023 08:44 AM

Re: Xfinity Stream App volume fluctuations (low to really loud)

Roku device model: Streaming Stick+ 3810x

serial number: YH00C2816032 

device ID: 21397C816032

software OS/version: 12.0.0 build 4184-50, GC Version: 10.0.527

This occurs on the Xfinity Stream App version 6.13 all the way back to 6.09

Tracker ID 32-666-698

This will occur at random times throughout the day and or night by just watching tv and then the volume spikes to the point of cracking my speakers, or decreases to inaudible levels where it almost appears muted. 

Roku has stated this is not an issue on their end, Xfinity says it is. 

[RokuJanadeeK]

Thank you for the follow-up, @dansgen1alero.

No worries; we have already collected and forwarded this information to the appropriate Roku team for review and further investigation.

We sincerely appreciate your patience as our team looks closely into this concern.

Let us know if you have other issues you'd like us to address, and we'll happily assist.

Regards,
Janadee

[dansgen1alero]

Thanks can I get the rest of my thread brought back over from the previous thread that was corrupted?

[RokuJanadeeK]

@dansgen1alero,

We have noticed the 12.0 build version based on the details that you have provided. We are currently running the 12.5 software version; would you mind updating the device just to check if the issue will be fixed with the software update? If not, please send us the needed details above with the latest information. We'll also need the latest tracker ID for this device.

Keep us posted.

Thanks,
Janadee

[dansgen1alero]

That was the old tracker from back in September when I first posted it. Yes I have 12.5 now but the issue was not fixed.  

[RokuJanadeeK]

We understand, @dansgen1alero.

If that's the case, please provide the latest details above. Our team will actually require the latest information from this 12.5 software version.

Your response is highly appreciated.

Regards,
Janadee

[dansgen1alero]

I will see if i can pull it from the other post but in the meantime can you pull the rest of that post into this one to keep all comments for this item in 1 post??????

[dansgen1alero]

Xfinity Stream App version 6.14

3810x YHOOC2816032 (21397C816032)

12.5 buid 4178-50

GC Version 10.2.518

tracker ID 32-439-936

[RokuJanadeeK]

Thanks again, @dansgen1alero.

Rest assured, this was forwarded to the appropriate Roku team for further investigation.

Let us know if you have other inquiries.

Thanks,
Janadee

[RokuERey]

Hi @dansgen1alero,

We're sorry for the inconvenience. We see that you have a couple of reports on the issue you're experiencing.

We have two separate threads for the issue on board for the Weather Channel as well as for Xfinity Stream App volume fluctuations, and we're currently looking into this.

Thanks,

Rey