Solving playback issues

[ravensrku]

@RokuAustin 

re: [FIXED] XFINITY - Audio out of sync on Xfinity Channel 

If you are still experiencing this issue, check for a system update, and try again. Still seeing an issue? Go ahead and start a new thread, and shoot me a PM.

Both Digital Output Format and Preferred Streaming Format are set to "Auto". No change when set to Stereo.
No software updates available. Software OS/version 12.5.0 (build 4178-C2)
Roku device model 4800X - Roku Ultra
sn: X01000XT6F7J, device ID S02A20DT6F7J
GC Version 10.3.24
ID 7J-485-606
Steps to reproduce the issue you are seeing: Choose xfinitystream App via shortcut button on remote/Live TV/Favorite Channels. Have deleted & reinstalled the Xfinity Channel, restarted Roku & modem, etc.Started happening on SYFY channel 771 tonight in the Xfinity Stream App,Version 6.14: build 0. (No updates available)

It’s worse than it was this past July - happening more frequently, >12 times/hour, ‘going back’ isn’t always fixing the problem. I haven’t checked other channels, trying to watch the #*%$ movie!

[jwclark]

Having the same problem again.  Not sure why they can't get this permanently fixed.  The video gets ahead of the audio by about 1 second - easy to reproduce happens in 5-20mins audio out gets of sync have to hit back go back to the channel audio back in sync.  Very frustrating.

[RokuEuniceL]

Hi @ravensrku,

Thanks for providing all the details here in the Roku Community!

Have you tried contacting Xfinity customer support? If the issue persists on this channel only after attempting the troubleshooting steps and videos from other channels play fine, we suggest contacting the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. An issue within that specific channel might need to be addressed with an update from them.

In the meantime, we have passed along your information to the appropriate Roku team to investigate further.
Please let us know if there is anything else we can do to help you.
Best regards,

Eunice

[RokuEuniceL]

Hi @jwclark,

Thanks for keeping us posted here in the Roku Community!

We regret to hear about this. Kindly remove the channel, restart the system, and add the channel again to see if it fixes the issue. Also, may we know when the issue started again? What software version are you currently in? Do you have any other device(s) connected to your TV? (e.g., speakers and other sound systems)

We'll be waiting for your response.

Kind regards,

Eunice