Discussions

[Jimmytwosticks]

Ticket 11280441 currently open to Roku support to solve.

When using the Xfinity Stream app, audio fluctuations are experienced after 20-30 minutes of viewing.  There is a click or snap in the audio stream followed by an ~70% reduction in volume with sparse intermittent pops of expected volume.  This video is an example of the reduced volume with snaps and pops.  [roku support deleted]

This is a pervasive issue that has been reproduced on three different Roku Streambars at three bespoke locations.  Issue exists on Roku Streambar only.  Streaming sticks have been used with the same TVs and networks and no issues discovered.   The issue is resolved by closing the Xfinity stream app, returning to the Roku home screen, and launching the Xfinity Stream app again.  Audio fluctuations appear again within 20-30 minutes of viewing.  Please escalate this ticket to the product development team

  This issue has been discussed in Roku and xfinity forums, specifically here: [roku support deleted] 

[RokuHaz-M]

Hi @Jimmytwosticks 

Thanks a ton for reaching out and sharing your concerns with us! 

We totally get how pesky those volume fluctuations and loud crackling on the Xfinity Stream App can be. To help us dive deeper into this, could you share a bit more info? 

• When did you first notice this happening?
• Is it happening on other channels or just on the Xfinity Stream App?
• What have you tried so far to fix it?

 Let’s give this a shot: uninstall the app, restart your system, and then reinstall the app. This might fix the issue. Let me know how it goes.

I look forward to resolving this matter with you!

The Roku Community Team

[MYTwocents]

I've been having the same issues at least once a day. I reset, changed settings, unplugged, and re-plugged. This is unacceptable! What do you suggest now?

Re: Roku audio fluctuations, reduction in volume, or no volume at all! 

[RokuHaz-M]

Hi there! @MYTwocents 

Thanks for letting us know!

We totally get that you're having the same volume issue with your Roku Streambar. If you could give those troubleshooting steps from earlier on this thread a shot, that would be awesome!

Let us know how it went!

Roku Community Team

[MYTwocents]

Thank you for your reply. In my original post, I stated that I reset, changed settings, unplugged, and re-plugged, which did not help. Unfortunately, your suggestion does not apply to my situation. Given this unacceptable situation, what alternative solutions do you recommend?

[RokuHaz-M]

Hi again! @MYTwocents

Thanks for clarifying!

To help you out, could you give me a bit more info?

• Is it happening to all your channels or only happening to the Xfinity stream App?
• When was the first time you encountered this issue?

These will be very helpful for our investigation.

Thanks!

The Roku Community Team

[Jimmytwosticks]

Hello,

To answer your questions

• When did you first notice this happening? - I first noticed this November 2024 at the installation of my first Roku Streambar.   This issue appears to be first reported to be prevalent on both Reddit and Xfinity forums in November 2022.  A link to those forum posts here: https://forums.xfinity.com/conversations/xfinity-stream-website/fluctuating-volume/637abdbdbff9a5603...
  
  
• Is it happening on other channels or just on the Xfinity Stream App? - This issue is confirmed on Roku Streambar and can be easily replicated.  The issue is specific only to the Xfinity stream app.  I cannot replicate this issue with the Xfinity Stream App on a Roku Stream Stick or Stream Stick Ultra.
  
  
  
• What have you tried so far to fix it?  Factory Reset, Software Update, Restart device, restart app.  A workaround is available, but is suboptimal.  Press home button, relaunch app,  open the guide, find channel, click watch.  This workaround works for about 30 minutes.   Then the audio stream degrades.
  
  

[RokuHaz-M]

Hi again! @Jimmytwosticks 

Thanks for sharing all the details about the issue you’re dealing with! Let’s add one more step to the troubleshooting you’ve already done:

1. Home
2. Highlight the Xfinity Stream App
3. Press the star (*) button
4. Remove app

Once removed, do a System Restart and install the app again. 

Just let me know if this does the trick.

The Roku Community Team

[Jimmytwosticks]

@RokuHaz-M I've completed the app removal / reinstall as requested and issues persist.

[RokuHaz-M]

Glad you're back! @Jimmytwosticks

Thanks for giving those steps a shot! Since we've gone through all the troubleshooting, it looks like the app might be the problem. This can happen with some Roku devices since each app can have its own version. I’d suggest reaching out to Xfinity for help—they might be able to fix this for you. Here’s the link to their support page to make it easier. I hope this helps!

Best,

The Roku Community Team