Solving playback issues

[fbfan]

Have four TVs with Roku stick, Ultra or Express. When using the Spectrum App, there appears to be a packet loss, possibly at the link layer. The loss manifests itself as content losing lip sync, then recovery. This occurs on all four TVs. It most often happens when watching the FOX news channel (FNC) on the Spectrum App. One observation is that the FNC transmits talking heads video quite often uses a split screen, much like a zoom conference. Sometimes the screen is split up to six or seven times. Three of the TVs have a stick or express device attached directly to the TV, the other has an Ultra connected to an A/V receiver using eARC. All experience the same problem and it is very frustrating trying to watch content. Can you please help?

[RokuERey]

Hi @fbfan,

Welcome to the Roku Community!

Thanks for the information about this issue you're experiencing when accessing this channel.

Could you tell us if a simple restart helps fix this or if it comes back right even after the restart? We would also recommend accessing it but using an alternative network, such as a mobile hotspot, and see if you're still experiencing the same issue.

Let us know more about this, and we'll take a closer look.

Regards,

Rey

[fbfan]

Thanks Rey for responding to my post. Let me further characterize this problem:    

            Experience voice and video out of sync on the Spectrum TV app

            Have four TVs with 4 Roku devices. The problem occurs on all 4 TVs

            Problem occurs on Spectrum FOX News Channel (FNC)

            FNC sometimes broadcasts content with multiple windows, much like zoom

            Hard to detect whether video outpaces audio or visa versa

            Audio is not lost, but video drops frames

            Video frames dropped when software normalizes voice audio sync

Actions attempted

Reset all four Roku devices and router-Did not help

Bypassed Roku by using the Spectrum TV app on my Windows Desktop and on iPhone. Desktop connected to router via ethernet, iPhone via WiFI  and did not detect sync issues

WiFi speeds for four Rokus are good to excellent

Thanks again for your help.

[RokuCarly · Accepted solution]

Thanks for keeping us posted, @fbfan.

We appreciate you for all the troubleshooting steps you've taken to try and resolve the issue you've been having with the Spectrum app to no avail. 

May we know if this only happens to this specific app? If so, since you've mentioned that it happens to all of your Roku streaming devices, we highly recommend reaching out to their Customer Service and letting them know about the playback issue. You can also contact their direct line at 833 949 0036.

Please be advised that the majority of content on the Roku platform comes from streaming channels maintained and updated independently by the channel's provider.

Let us know if there's anything else we can be of assistance with. We'd be more than happy to continue doing so.

Kind regards,
Carly

[fbfan]

Thanks Carly,

Problem solved. I have experienced this problem for about 2 months. Four days ago, Spectrum had an outage and we lost the internet, VoIP and streaming services. When Spectrum reeovered, and my services restored, I noticed that I was no longer having the lip sync problems on the FNC. I do not know what caused the outage or how Spectrum recovered, but, for now I no longer have the lip sync issue on any of my TVs. Thanks Roku for your assistance.

[RokuCarly · Accepted solution]

Thanks for keeping us posted, @fbfan.

We're glad to hear that you're back on streaming now. Your satisfaction and convenience are what we aim for. That is why we'd be more than happy to assist you in the best way we can.

Please don't hesitate to let us know if there's anything else we can be of assistance with, and we'd be glad to continue doing so.

Happy Streaming!

Regards,
Carly

[0244]

Did a restart several times to no avail. I keep getting the same error code each time telling me to restart. Your rep told me to use a mobile hotspot on my phone but I couldn't connect it. Seems that even after I deleted the Spectrum app & the tried to add it again it still didn't work. I don't have the ability to do a hotspot/tethering on my phone.