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drewilson04's avatar
drewilson04
Newbie
3 years ago
Solved

Sound delayed on Live TV (only) - Hulu

Watching Live TV on via Hulu on Hisense 58in UHD 4K tv starts fine and as a few minutes pass the delay starts while watching say the News. If i back out of the Live show then go right back in sound is synced but the  delays again. Any fixes? I already tried a Factory Reset.

  • RokuArjiemar's avatar
    RokuArjiemar
    3 years ago

    Hi! BrenVav,

    Thank you for your post.

    • How are you powering your Roku TV?
    • Do you have any other devices connected to your TV?

    If your internet connection is not fast enough, it can cause the video and audio to become out of sync. 

    Try adjusting the TV settings described below to help fix an A/V sync error. Consult the online documentation for your TV model or contact the manufacturer directly for detailed instructions.

    • Some TV models have an A/V Sync feature that can often be found in the Audio sub-menu within the Settings menu on your TV. If the feature exists on your TV, try adjusting it to see if the A/V sync improves. The feature may also be called something like audio delay or lip-sync.
    • Use the following suggestion if the sound is distinctly heard before you see the picture:
      • Turn off any advanced video processing on your TV, such as motion smoothing or video noise reduction. These controls are often found in a Video or Picture Settings sub-menu within the Settings menu on your TV.
    • Try the suggestions below if the sound is distinctly heard after you see the picture.
      • Set the digital audio output on your TV to PCM. You can often find this setting in the Audio sub-menu within the Settings menu on your TV.
      • Try turning off Game Mode if the setting exists on your TV.

    Please keep us posted on what you find out and will be more than happy to continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi riegelj,

    Thanks for keeping us posted!

    We certainly appreciate you for providing the requested information. Please be advised that we have taken note of the details, and we've passed it with the team. Aside from this, it might be a better option to contact the channel provider directly (Hulu) and inquire further about the issue. Channel providers develop and maintain their channels on the Roku platform, and they might have a direct solution to this issue.

    Please keep us posted, and update us if you hear back from them.

    All the best,
    Kash

26 Replies

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  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    3 years ago

    Hi drewilson04

    Thanks for the post.

    Does the issue only occur within Hulu or across other channels installed on your Roku device?

    If you haven't tried yet, you can remove the affected channel and then re-install it. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

    For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

    Let us know how it goes!


    All the best,
    Kariza

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      Greetings Darwxn 

      Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing.

      We would be more than happy to look further into the issue, but will need more details about what you are seeing. Can you please provide us the following information:

      • 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/build is the channel (this can be found be 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 5 times, followed by the Back button 5 times and provide us with this ID)
      • steps to reproduce the issue you are seeing 

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.


      Thanks,
      Danny

      • Kel7er's avatar
        Kel7er
        Newbie
        3 years ago

        This same issue has been happening a lot in the last couple months. Almost daily now..

  • Bradleydcat's avatar
    Bradleydcat
    Reel Rookie
    3 years ago

    I have the same issue.  I just installed my Hisense Roku TV, and the sound delay only occurs on Hulu Live stations.  ALL live stations.  It only takes about 15-30 minutes to happen. However, as soon as you change stations or view the live guide and then go back, it goes away. ANNOYING!!. 

    Model - 55U6 TV

    Model - G219X - Roku TV

    Serial - X01200UE3HFT

    Device ID - S0AD42DE3HFT

    Software Version - 11.5.0 build 4312-CH

    Tracker ID - FT-153-917

    • RokuKarla's avatar
      RokuKarla
      Retired Moderator
      3 years ago

      Hello Bradleydcat

      Thanks for the information provided.

      I have passed along your concerns and information to the appropriate Roku team to investigate further. Thanks again for your continued patience and understanding.

      Regards,
      Karla

      • Bradleydcat's avatar
        Bradleydcat
        Reel Rookie
        3 years ago

        After doing some more trouble shooting, it seems to me that the "stations" that don't "re-sync" (when the screen goes dark for a second or two and I guess syncs video and audio) seem to be the stations that don't match the audio.  My previous Roku stick did this rather often and I always wondered why, but now I think that was what it was doing.  Out of the first 10 or so stations on live, I have found 2 that don't sync up.

    • Darwxn's avatar
      Darwxn
      Reel Rookie
      3 years ago

      I wound up just returning the TV to Walmart 😕

  • Djmoney218's avatar
    Djmoney218
    Newbie
    3 years ago

    I am having the same issue. 

    Hisense model: 6 Series 50

    Hardware ID: G217X

    Serial Number: X01900VSCVAE

    Device ID: S0A2623SCVAE

    Software Version: 11.5.0 build 4312-CH

    Roku Account: [personal information removed]

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Hi Djmoney218, 

      Thanks for reaching out to the Roku Community. 

      We appreciate the information you have provided. We'd like to learn how this problem occurs on your end. Can you please specify the issue you are experiencing? When did you start seeing the issue? What troubleshooting steps have you already taken to try to resolve the issue?

      Keep us posted with the details. 


      Regards, 
      Nimfa

      • Gavinfam's avatar
        Gavinfam
        Newbie
        3 years ago

        We notice it when watching Hulu live on our Roku tv. It tends to happen a little into watching it (10 minutes +) and we haven’t figured out a way to get it back in sync. We have removed Hulu and reinstalled. We also will try and change channels or come in and out of it but that doesn’t fix the issue. 

  • Quigleyts's avatar
    Quigleyts
    Newbie
    3 years ago

    This also occurs constantly with my tv. It happens on live television after returning from a commercial. It is a Hisense - 55" Class U6GR Series Quantum ULED 4K UHD Smart Roku TV purchased in December of 2022. 

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      3 years ago

      Hi Quigleyts,

      Welcome to the Roku community!

      We understand that you're having a problem with your Roku TV. Help is here. Is this happening to one channel only? If yes, you can try these troubleshooting steps below:

      • Remove the channel. Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
      • Restart your Roku device: press home on your Roku remote, select settings, select system, and system restart.
      • Re-install the channel: scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

      You can also check out this link: How to resolve a channel playback issue.

      Let us know how it goes!

      Best regards,

      John

      • BrenVav's avatar
        BrenVav
        Newbie
        3 years ago

        I tried the steps listed and still not working correctly. It happens on multiple live channels.

        Any ideas - this is getting very frustrating.