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DurbanGirl1
Topic Author
Posts: 1
Joined: Mon Dec 10, 2018 10:56 pm

Audio sync issue when watching Amazon Prime

Mon Dec 10, 2018 11:04 pm

I just upgraded our Roku 3 with a Roku Ultra. I’m having issues when watching Amazon Prime - the audio is quite out of sync and it’s hard to follow who’s saying what on the screen. I plugged the Roku 3 back in and it works fine. I’ve been reading up on this issue - and I haven’t found a fix that actually works. I tried deleting the Amazon app and restarting the Roku - then added the channel back. No bueno.

Has anyone with this problem been succesful in fixing it?
 
aagstn
Posts: 1
Joined: Tue Dec 11, 2018 10:11 pm

Re: Audio sync issue when watching Amazon Prime

Tue Dec 11, 2018 10:13 pm

I had the same issue with the Roku Ultra I purchased. Vudu was the worst and was nearly a full second off. Had this issue on separate TVs and sound systems. I couldn't solve it and returned the Roku Ultra.
 
stumap
Posts: 2
Joined: Mon Dec 17, 2018 6:59 pm

Re: Audio sync issue when watching Amazon Prime

Mon Dec 17, 2018 7:02 pm

I have had a Roku ultra for 1 year and this last week the audio in prime and Netflix has started to get out of sync, only a system restart corrects it.

Ps. Found some other posts suggesting the soundbar might be responsible
 
bozzy
Posts: 183
Joined: Wed May 26, 2010 10:14 am

Re: Audio sync issue when watching Amazon Prime

Tue Dec 18, 2018 7:52 am

stumap wrote:
I have had a Roku ultra for 1 year and this last week the audio in prime and Netflix has started to get out of sync, only a system restart corrects it.

Ps. Found some other posts suggesting the soundbar might be responsible

It is due to the latest update 9.0 4083. I'm having to reboot 3 Rokus daily now because audio gets out of sync.
 
PricklyPear
Posts: 1
Joined: Sat Dec 29, 2018 4:25 pm

Re: Audio sync issue when watching Amazon Prime

Sat Dec 29, 2018 4:40 pm

I had the same issue, but the issue seems to have disappeared sometime in the past week.  I don't have a soundbar on the Roku Ultra we use for Amazon Prime channel. Our TV feeds its output to a stereo receiver that feeds the sound to a pair of stereo speakers.

While we had the issue, I found the easiest way to get it back in sync was FF for a couple seconds, pause, then rewind. Alas, whatever they did to fix the issue broke both FF and REW.  Both those functions are now essentially dead keys on the remote. 

The feature that identified actors on Pause also disappeared yesterday.  

Will this channel ever work the same for two weeks running?  It is getting ridiculous. 
 
kmhamm
Posts: 1
Joined: Sun Mar 17, 2019 9:57 pm

Re: Audio sync issue when watching Amazon Prime

Tue Mar 26, 2019 9:11 pm

Same problem - audio lagging video, most noticeable on Amazon Prime, but happens on most apps. I've rebooted several times and it still happens. My internet speed is good. I'm using an older Panasonic plasma and have the Roku plugged into an HDMI slot directly. I use a Roku Streaming Stick +, purchased in 2019 on Amazon. 

Anyone know if this is fixable? 
 
stumap
Posts: 2
Joined: Mon Dec 17, 2018 6:59 pm

Re: Audio sync issue when watching Amazon Prime

Tue Mar 26, 2019 10:00 pm

stumap wrote:
I have had a Roku ultra for 1 year and this last week the audio in prime and Netflix has started to get out of sync, only a system restart corrects it.

Ps. Found some other posts suggesting the soundbar might be responsible

I have found that toggling the TruVolume feature on my Vizio soundbar off and on from the Vizio remote corrects the problem without stopping the stream or restarting anything
 
User avatar
RokuTannerD
Posts: 719
Joined: Tue Mar 20, 2018 2:37 pm

Re: Audio sync issue when watching Amazon Prime

Wed Mar 27, 2019 10:30 am

@kmhamm

During playback of any content, press the * key on your remote. A menu will open on thew lefthand side of the screen. Do you currently have any Volume Mode enabled here? If so, try turning this 'Off' and see if this helps improve the issue you're experiencing. 
Tanner D.
Roku Community Manager
 
2wgasa
Posts: 3
Joined: Sun Mar 31, 2019 8:24 am

Re: Audio sync issue when watching Amazon Prime

Tue Apr 02, 2019 10:42 am

I started having problem with Amazon Prime with my Ultra a little over a month (I think) ago. My roku 3's, streaming sticks and roku tv's did not have the issue. System restarts didn't help. I did have the audio leveling on--no idea what it does--so turned it off and restarted and had same problem. I replaced the Ultra with a 3 using same HDMI cable and worked perfectly when I resumed my test movie. I finally contacted Roku support via chat and went through the same stuff as others have mentioned eventually being told to contact Amazon Prime.

Yesterday, I did a factory restore and problem gone. Before posting, I just checked again by resuming test movie and still good. (BTW, had no issues if I started a movie at the beginning but if paused then resumed came back to the sync issue.) I really hope this it.
 
2wgasa
Posts: 3
Joined: Sun Mar 31, 2019 8:24 am

Re: Audio sync issue when watching Amazon Prime

Tue Apr 02, 2019 11:11 am

Ps. Never had issues with Netflix.
 
2wgasa
Posts: 3
Joined: Sun Mar 31, 2019 8:24 am

Re: Audio sync issue when watching Amazon Prime

Wed Apr 03, 2019 11:16 am

Last follow up, I hope. Amazon Prime still works. No audio sync problem!
 
dwboston
Posts: 6
Joined: Mon Jan 25, 2010 8:05 pm

Re: Audio sync issue when watching Amazon Prime

Thu May 23, 2019 8:14 pm

My solution was hitting the * button, going in audio and making sure that volume mode is "off". Voila, audio sync problems disappear. 

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