Audio goes out of sync when streaming tv on spectrum app.

JeffDuke

So we've got the tv streaming package and stream tv through the spectrum app on our Samsung TV. Audio will be sync'd fine but eventually it will start lagging until it's completely off. Changing the channel to another station and then back fixes it.

Any ideas on this?

James_M

Hi & welcome!

There are currently no known widespread issues impacting Roku at this time. In most cases, restarting the modem and restarting the Roku from the settings menu should resolve most issues.

If the issues continue, then it is usually a connectivity issue. Are you also seeing an error message? Are you able to replicate the issue using the Spectrum TV app on a different device?

Ruben_R

I'm really sorry for the issues that you're having. Is this happening n live streaming or on recorded programs?

tscurlo

Same with me. Spectrum App on ROKU Ultra device. On all channels.

Voice and Picture get out of Sync... then Picture Jumps backwards... then forwards again... and syncs up.

Started about 3 weeks ago, when I saw a Spectrum Trunk enter and leave the neighborhood.

During that 3 week period... I logged on to my Spectrum account once and there was a Red Warning box saying

they were having issues with the Spectrum App. The warning is gone... but the issues with the App and the syncing

are still present.

William_M

Sorry about that @JeffDuke, we actually have to initiate the private message but I was already able to locate your account with your community registration.

Issues like this are generally caused by connectivity problems, and I see the TV you are streaming from is reporting a bitrate of under 3 Mb/s which is insufficient. It looks like you haven't tried rebooting your modem in a few weeks so I recommend starting with that, followed by a reboot of your router. If the issue persists please try testing testing closer to the router or with another device. Make sure you are consistently getting good speed by running a speedtest at http://bit.ly/2rrccMP or speedtest.net.

@tscurlo I don't see any app usage from you in the past few days so I can't check your bitrates, but please try the same troubleshooting as above and let us know if the issue persists. Please try testing with just one device connected straight to the modem with an ethernet cable if you can.

FASHIONABLE1

For several weeks, I have had issues with the Spectrum TV app glitching - sound out of sync with video and periodically speeding up to resync only to get out of sync again happing on 2 separate Roku sticks, one if which is brand new. I am tech savvy and have done all of the standard troubleshooting- reset modem and roku stick multiple times. checked for app updates (it was up-to-date), un/re installed Spectrum TV app on both Roku sticks, and confirmed the issue was NOT seen with any other apps used on Roku). This is clearly a Spectrum TV app-related issue. When will this be fixed? TV is unwatchable and I will need to cancel my Spectrum cable service if there is not a reasonable ETA for resolution. Please advise.

cbl2507

I have been having the same issue as stated above with my Spectrum app on Roku for the last few days. I to am simple tech savvy and have done everything fashionable1 outlined. It is happening on all three of my Roku devices. It is also occurring on my neighbors Spectrum app as we are trying to watch the Braves game right now and it glitching really bad. Please help.

andymp3

Yep same here .. Been ongoing for days, sync is awful, skips backwards, speeds up, sound out of sync. Ya .. did all the same troubleshooting..

RB2173

I am experiencing the same issue fir the past several days when using the Spectrum App on my Roku and non Roku TVs.

James_M

@cbl2507, @andymp3 & @RB2173

There are currently no known widespread issues impacting Roku at this time. In most cases, restarting the modem and restarting the Roku from the settings menu should resolve most issues. If there is a separate router, it should be restarted as well. Looking at account information, I am seeing that the modems associated with the accounts have not been recently reset successfully. I have included a troubleshooting link that outlines the steps in more detail.

If the issues continue, then it is usually a connectivity issue. Are you also seeing an error message? Are you able to replicate the issue using the Spectrum TV app on a different device?

cbl2507

Hey @James_M ,

I performed the hardware reset per the instructions you added. Still having the glitching/out of sync issues with only the Spectrum app on all three of my Roku devices. It doesn't do it on any other app I have on Roku. I just had to watch the Braves baseball game on Max instead of Spectrum. That kinda eliminates connectivity issues doesn't it? I have no other error messages or functionality issues with the Spectrum app besides the glitching/out of sync situation all of us are describing. And just because there are not issues widespread it doesn't mean we are not having the issues we are concerned about.

Zardath

I came here to the Spectrum App Roku form specifically because I am also having this very same issue. I feel a little better that others have the same issue, as hopefully there is 'strength in numbers'.

Since multiple people are now experiencing this same issue, and the previously given advice to 'restart modem & Roku from settings menu' does not fix the issue...@James_M can/should now escalate this issue up the chain to be further identified and solved by Spectrum tech support.

Jc6176

I am a new customer. The service line on the pole is only about a month old. I have a Samsung tv and the lip sync issue is awful. I have tried everything the techs suggested. Was told to use a Roku but I’m not convinced that will fix my problem. This issue needs the attention it deserves. If not fixed I’m going back to direct tv.

Jc6176

Jeff the techs told me the same thing and i replied exactly as you. The I was told to get a Roku stick. They need to address this issue it had been going on since 2022. You can see other posts that far back.

William_M

@JeffDuke Your bitrate isn't going to be your full internet speed, and you can still have issues like speed drops, time outs, packet loss, even if your average download speed is good. When watching TV live our app can't load content in advance to use during times of buffering like other apps. The app reports bitrates and buffering events to us when in use which is where I got the 3 Mb/s from. Your modem is still showing an up time of 25 days. Rebooting is an extremely simple troubleshooting step which legitimately fixes most connection issues, we don't always ask for this for no reason. Please let us know if that helps.

@Jc6176 Welcome, but is it exactly the same except your bitrate is dropping even more frequently. I do see you have reboot recently but it looks like your TV is on 2.4Ghz WiFi which is the older band that is slow and prone to radio interference. It is likely either far away from the router, has something dense between, or the TV only has 2.4Ghz. Are you able to try moving the TV closer to the router, at least temporarily for testing, or use another one of your devices which are all currently on 5Ghz?

William_M

Even if I felt it was an app issue nothing can be escalated without verifying all proper troubleshooting has been completed. Every user who has posted here and in other threads I can see excessive bitrate drops caused by varying connection issues that first need to be addressed.

@cbl2507 I appreciate you completing that troubleshooting, I can see the modem has been rebooted and has a healthy connection. I am seeing an issue with the router however calculating wireless connections. This was previously a known issue but should now be resolved with a factory reset by holding the reset button on the back of the router for 30+ seconds. Please note this will reset your network name, password, and other settings. If it does not the reset was not successful

@Zardath Your modem is showing an up time of 28 days so let's start with a reboot. I also see you are using an older D3.0 modem which could be causing issues as we are on 3.1, and is not approved for your subscribed speed. I recommend upgrading it as soon as possible.

Jc6176

The Tv is about 20 feet from the modern. The modern and WiFi are elevated and the line of sight is clear. The issue only happens when using the spectrum app. I had Direct tv for years and century link WiFi with only 10 mbs and did not have this problem.

Jc6176

So I called Samsung tech support. Went through their trouble steps. They determined this is a problem with the spectrum app due to the fact I am not having the issue with other apps. They suggested the developers of the spectrum app should release a fix for this issue. I am using the app on a TCL Roku tv and do not have the issue there. So my last step is to hook up a Roku stick to my Samsung tv to see if that will fix the issue. I wii post my results…..

FASHIONABLE1

This is clearly is an app issue, as I have done all recommended troubleshooting multiple times with NO RESOLUTION. Please escalate immediately.

Jc6176

JeffDuke

samsung support had me unplug my tv for 60 sec and restart. Go to Home Screen, apps. Go to right top settings, find spectrum app, drop down under app and reinstall. Open app on Home Screen. So far this seems to work. We will see how long…….

Jc6176

Well the Samsung troubleshooting fix lasted about 30 min then the spectrum app started glitching again lip sync is awful. So disappointed!!!

cbl2507

@William_M

I went through and reset my router as you described. Then reset the modem again using the spectrum app on my phone. Tried watching college football on ABC through the spectrum app on my Roku and it is better but still having intermittent sync issues with the audio. Switched over to my ESPN app on the same Roku and have not had any audio sync issues. Please look at my network if you need to but as a engineering technician I'd have to say that it really does seem like the Spectrum app on Roku is the culprit for the issues everyone has been bring up on this form.

William_M

I perfectly understand other apps aren't having these issues. Most other apps are not live, and different apps can have varying issues resulting from a poor connection. Some apps might buffer, some might give a server error, some might have sync issues, but the root problem that needs to be fixed is the connection.

@Jc6176 A steady 10 Mb/s should be enough to stream, but you aren't consistently getting that. Every single orange bar above is your bitrate dipping to 3Mb/s, and again since our app is live that can cause issues where other apps may just use that time to show what it loaded in advance. I can see the same dipping bitrate for all users reporting the issue here which is the only thing I'm finding in common between you. An occasional dip usually won't cause noticeable issues but this is excessive. Why everyone here is having bitrate drops is what I am trying to figure out, but I look at a very large number of these reports on a daily basis and there is not an overall increase in the number of bitrate drops among all users.

@JeffDuke as someone with 20 years of IT experience I'd hope you understand the importance of not skipping steps in the troubleshooting process, especially one as basic and likely to fix issues as a reboot. We have access to data you don't which determine those steps. Many of those steps involve eliminating confounding variables. I am also very limited in discussing customer data in an open forum here. I don't take pleasure in arguing with users or avoiding escalations when they are warranted. Identifying trending issues among our users is a core responsibility of my job, and my professional opinion is that the current evidence does not support an app issue. If we can resolve some of these bitrate issues and the desyncing persists we can then proceed with further app troubleshooting, and then escalation after that. The only other thing I can do now is forward feedback that a poor internet connection causes sync issues.

Addressing the connection issues;

@Jc6176 Your TV is still on 2.4Ghz WiFi which is the most likely cause of your dropping bitrate. The other device I saw briefly using the app is no longer connected so I can't check that, but you do have other devices on 5Ghz WiFi now confirming that is working. Please verify your TV has 5Ghz capabilities and test as close to the router as possible to completely eliminate any possible interference issues. You can also test the Spectrum TV app on one of your mobile devices next to the router, or better yet connect something with an ethernet cable.

@FASHIONABLE1 Welcome to our community and the conversation here, sorry if this is not the answer you want. You have excessive bitrate drops. I see the modem has been reset recently, thank you for trying that first. Some minor signal problems, not too severe but should probably be addressed by a technician visit at your earliest convenience. Unfortunately unless using our router I can't see anything about your connection method or strength, are you close to a router with 5Ghz WiFi or using an ethernet cable? Can you test with a different type of device, and also make sure you are consistently getting high speed test results?

@JeffDuke Thank you for rebooting but I'm still seeing the frequent bitrate drops with you as well. If you are only getting 81 Mb/s over ethernet that is far under your subscribed speed and more clearly shows there is an internet issue than anyone else's. That is like 84% of your bandwidth being lost. Where is it being bottlenecked? Do you have a different ethernet cable you can test with, and test direct to the modem instead of the router? Is there anything along the path of the current ethernet that could cause any kind of interference? Can you test with a different device, and run a continuous ping to see if you are getting any dropped packets or ping spikes?

cbl2507

Hey @William_M ,

Were you able to look at my network? Are my modem and router showing the proper reset? Like I stated, the sync issue is better for sure but it is still happening at times.

Zardath

Hi @William_M. I read your response and powered off/on the modem, also the router and restarted the Roku. Unfortunately I'm noticing the issues again this morning while watching the Spectrum app.

I recognize you mentioned the modem version 3.0 vs. 3.1. That is good to know. But...the streaming issues only started happening about a week and a half ago or so. And I've had this 3.0 modem for a long time. So I really think this is some sort of app issue. I even deleted the Spectrum app, then re-downloaded it from the app store. Thanks for your help.

Jc6176

William_M

I am now streaming on my TCL Roku tv. Can you please check my numbers for this device? It seems to be working fine.

MadtownDrew

Same issue for abouts weeks or I believe the Spectrum app version 10.8 was pushed out. Recently pushed out 10.9 has not fixed the issues nor has Roku version 12.5. Only happens on Spectrum app. Live sports and news on other apps are not affected. Confirmed with ESPN app this weekend. ESPN on Spectrum app glitches - ESPN app, same live program, has no glitches. FOX News same thing.

Jc6176

So I bought a Roku stick like the spectrum tech suggested $50 and …… it did not work. Only the spectrum app lip sync is off. Calling customer care tomorrow to complain.

Jc6176

Jeff

going to try a reset on my Samsung tv. That will be the last effort I try. Stay tuned.

Jc6176

Did a reset on my Samsung tv. That did not work. Tv still glitches and lip sync is off. This only happens on the spectrum app. It happens on tv and on the Roku stick. Either my Samsung tv can not work with spectrum or the spectrum app is not working or my spectrum equipment is bad…..

Jc6176

Is spectrum throttling our data????

Network Management. Spectrum uses a variety of reasonable network management tools and practices consistent with industry standards. In the event the periods of congestion necessitate such management, Spectrum has available the following tools and practices (without limitation and as may be adjusted over time): (i) Subscriber Traffic Management (STM) technology to temporarily lower the priority of traffic with the greatest impact on peak congestion; (ii) spam filtering and detection techniques; and (iii) measures to protect the security and integrity of its network, resources and subscribers (e.g., IP reputation services from multiple sources to deny mail relay to suspect IPs of Charter IP space, real-time IP block lists to determine whether to accept a connection to inbound mail servers, port security techniques such as encryption and authentication, and email server- to-server traffic monitoring). In limited instances if employed, these techniques may affect the throughput rate at which subscribers may send and receive data, the ability of users to establish session connections within the network, or result in the delay of certain traffic during times of peak congestion.

For more information about Spectrum''s network management practices and policies, please see the Spectrum Network Management Practices Statement.