eagle252's profile

Visitor

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5 Messages

Tue, Jun 15, 2021 9:04 AM

firestick xfinity tv app not syncing with the video in the recorded programs this is happening on both of my 4k firesticks

When playing some of my recorded content through the firestick the audio and video are not syncing up with each other. The same content acts the same way on both of my 4k firesticks forcing me to watch that content on the cable box. I bought the firesticks to be able to watch all my TV services without having to switch back and forth. This is frustrating is there a fix? I have uninstalled and reinstalled the app refreshed the firestick done all I could think of besides setting the device back to the factory settings and starting over and I'm not about to do that.

Responses

XfinityAmira

Official Employee

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2.4K Messages

4 m ago

Hello @eagle252, thanks for reaching out to our Digital Care Team on our Forums page. We appreciate you taking time out of your day to bring this issue to our attention. As someone who truly enjoys keeping up with my shows and watching my recorded content, I can definitely see how inconvenient and frustrating it would be trying to watch your recorded shows without the audio and video syncing up. We definitely want to further look into what is going on so that we can reach a resolution to this, and my team can certainly assist you. 
 
To confirm are you experiencing these same problems when watching your recorded content on the cable box? Also, do you happen to have the Xfinity Stream app downloaded on any of your mobile devices? If so, have you attempted to see if you run into this same syncing problem when watching your recorded content through the mobile device(s)?

 

We look forward to hearing back from you! 

Visitor

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5 Messages

@XfinityAmira I only have the issue on my Fire Sticks not my PC or Phone Or Tablet. I really hate having to swap between my Fire Sticks and my Cable box so until there is a solution I am not using my Fire Sticks. The point of the Fire Sticks was too have all my TV and streaming options in one place to make things simple for me and my family it seems things are worse. Instead of this problem being solved it is becoming more prevalent almost all my recordings are playing with the sound not in sink now. 

(edited)

Official Employee

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168 Messages

Thank you for getting back to us and letting us know about the issue only being on the Firestick. Since you are only having this issue with the Firestick that leads us to believe it is a the Firestick creating the issue and not our service. With that being said we still want to work with you on a resolution. 

Please send us a message with your full name and service address. Just hit the chat icon in the top right-hand corner of the screen, click "new message", type "Xfinity Support" and select that profile to message us so we can assist you while keeping your information safe!

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New Poster

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4 Messages

@XfinityAmira This is marked as a solution. What is the solution, am I missing something? I haven’t read anywhere in this thread or the other thread on the same topic about audio syncing issues on the Amazon fire stick using the Xfinity beta app, that there is a solution. 

Official Employee

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212 Messages

Hi there, @BobSz, thank you for taking the time to comment on our Forums and bring this to our attention! We have made that correction on the post for you and would like to work on getting the right resolution with you. 

 

Have you gone through any troubleshooting steps listed in this post? Have you done any individual troubleshooting with the Firestick?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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suesheba

Contributor

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22 Messages

3 m ago

I have the same problem.  I am using the app on the Firestick.   I just recorded an AMC program and the audio and visual are totally out of sync.  This has never happened when I've recorded this same program.  I have multiple Firesticks and they are acting the same way . All of my other recordings are fine.  This happened a month or so ago with a CBS recording.  I had never had a problem until then.  This same program does not have a problem when I use the website or an Ipad.  It is only with the Firestick app.  I have reset the Firestick, cleared the cache and reinstalled the app.  Nothing has fixed the problem.  

  

Visitor

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3 Messages

3 m ago

I have the same problem (intermittently) using the app on a Samsung TV. 

Visitor

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2 Messages

3 m ago

I also have this issue on a fire stick

Official Employee

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233 Messages

I love to relax and watch my favorite shows at the end of the day so I'd be upset if this was happening to me, @Hermann12! Rest assured, you've reached the perfect place for help and we'll stick with you here until we get to the bottom of this. Are you having issues through a cable box or the online stream site or just the Firestick? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

I do not have any boxes and only use the app on my fire stick at this time

Official Employee

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246 Messages

Hello @Hermann12. Let's get your account pulled up so we can take a deep dive into what may be going on. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

 

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the direct message icon

 • Click the "New message" (pencil and paper) icon 

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 

 • Type your message in the text area near the bottom of the window 

 • Press Enter to send your message 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

Did you find a fix for this?  I am having the same issue for at least a month. 

Visitor

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1 Message

2 m ago

When I watch TV shows saved (recorded) to the XFinity cloud DVR, using the XFinity Stream (beta) app on Amazon FireTV 4K, it's not uncommon for audio and video to be out of sync.  I just finished watching a saved segment of the Olympics (the NBC daytime 300 minute broadcast that aired Aug 8th 2021).  The audio must have lagged behind the video by well over a second! I tried adjusting the audio sync settings on my Samsung TV and also on FireTV, but there was no way to advance anf audio stream that was being delayed that far.  I then tested the same saved recording on my Windows PC using Chrome at https://www.xfinity.com/stream/.  It played fine on the computer.  Also, other saved XFinity shows usually play with audio & video fairly well synchronized on my FireTV. And other streaming media apps and Amazon streamed media also normally work well on my FireTV.  So, this all points to a problem with the particular recorded program, and the inability of the XFinity Stream (beta) app to stream it correctly on FireTV.  I realize the XFinity Stream app is still being developed and improved on FireTV, so I recommend to XFinity they fix all the audio/video synchronization problems that still occur fairly frequently, and/or add an in-app feature for adjusting the sync (even when it's a second or more out of sync).  Obviously, the preferred solution is to just make it work!

Visitor

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1 Message

2 m ago

Same problem here.  All my fire TV devices have audio lag on Xfinity Stream recordings unless I watch the recording on the same day it was recorded.  For some reason, it's fine then.  It is clearly a bug with the APP.  I know the APP still says Beta, but it's been BETA for a while.  I certainly hope when an official release comes out, this is fixed.  Any word on when the official release will be out?

Official Employee

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168 Messages

Hey @ttowler, thanks for reaching out. I'm sorry you and everyone is having issues. We currently don't have a date when the app will be out of beta. 

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Visitor

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1 Message

I’m having the same issue. Audio not syncing with the video on the xfinity app on fire stick. It’s getting to be somewhat bothersome. None of the other programs on firestick have this issue. 

(edited)

XfinityAmira

Official Employee

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2.4K Messages

Hello @SugarFreeB, thanks for taking the time to reach out on our Forums page and express that you’re also experiencing this syncing issue with the Stream app on your Firestick. I am sorry to hear you’re also running into this problem but would be more than happy to further troubleshoot this with you.

 

To confirm, have you uninstalled and then reinstalled the app on your end, and or refreshed the firestick on your end in an attempt to fix this? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
suesheba

Contributor

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22 Messages

2 m ago

This seems to be happening on more programs.  In the last week it happened on the HBO program "White Lotus", and yesterday it happened on the PBS Newhour.  I was watching the Newshour 2 hours after it was recorded.  This is ONLY on the Stream app with the Firestick, nothing else, not my Ipad or regular TV boxes.  The words and the mouths don't match.  It's like watching that scene in "Singing in the Rain".  I don't want to buy another box for this TV... hope you can fix this.

New Poster

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4 Messages

2 m ago

Same problem 4 second audio delay during playback on recordings set up on Xfinity DVR. This is only happening on the  Firestick. This started about 3 weeks ago. 

Visitor

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3 Messages

2 m ago

Same issue on my end as well. Looking forward to a solution Xfinity.  

Official Employee

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179 Messages

Hello, @user_a5f69c! We have replied on your other thread. We can continue to assist there. Thank you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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1 Message

I have the same problem.  Only on my Fire TV and only with recorded programs.  Please quit pretending you don't know what is happening.  It is real...just fix it please!

Visitor

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3 Messages

All xfinity recorded programs have a delay between video and audio on firestick.  This started a few weeks ago.  I have reverted to ROKU which works fine 

Official Employee

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240 Messages

Hello, @Anon303667. I'm sorry to hear this is happening with your Firestick, as well. I'll be happy to begin troubleshooting with you to see if we an resolve this remotely.

 

Please send me a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

Did you find a fix for this?  I am having the same issue for at least a month. 

Visitor

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1 Message

1 m ago

I am also having voice video sync issues on the fire stick beta app. Which really sucks. It’s unwatchable. Yet another horrible experience with Comcast. 

Visitor

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2 Messages

1 m ago

I’m having the same issue. Only on the fire stick, and only with the xfinity app while watching recorded shows. 

Visitor

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2 Messages

@user_cb7e66 For some reason, it seems to be the worst on The Late Show with Stephen Colbert. Though it has happened with other shows. 

Visitor

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2 Messages

1 m ago

Same issue here on Roku ultra.  On demand is fine and live tv is fine, but the audio is out of sync with the video when watching DVR content on the Xfinity stream app.  I tried removing the app, restarting the device, and reinstalling, but the problem persists.  It's unwatchable and very frustrating.

Visitor

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2 Messages

1 m ago

Any update from customer service/tech support?  Seems like a common issue across multiple platforms.  I know it's a "beta" app, but it's been beta for several years which, like...that's not a thing.  😆

Visitor

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3 Messages

1 m ago

Has anyone gotten an actual fix on this?  I have been having this happen the last month.  So annoying.  

Visitor

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5 Messages

@user_ce31ac I'm still waiting and working with the development team to figure it out

Visitor

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1 Message

This is ridiculous. It seems to be really present on CBS recorded programs. This is extremely frustrating. I’m paying a massive amount for my internet and streaming service. First my cable box would not work after hours with customer service and now this. Very dissatisfied. How is it so difficult for this fix to occur!

Visitor

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1 Message

this problem is not a firestick issue as it does not happen with any other app, just the xfinity stream beta.. this app also freezes up when I try to forward through commercials when watching programs I recored on my dvr.. I really wish you would have taken your time and developed a better streaming app for firestick.

so many limitations? not sure why I can not watch live TV after all I am paying you for the content? 

 

Official Employee

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3K Messages

Hello, @user_5ed8f1! I'm sorry to hear you are having troubles with your overall cable/DVR services. 

I would love to gather some additional information and take a closer look so we can get everything working properly for you again. Please send us a Direct Message with your first and last name as well as your service address so we can assist. 

 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

246 Messages

Hello @6714020. I am sorry to hear you are having issues with the app. If you are still having issues, I would love to assist you. If you are, please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the direct message icon

 • Click the "New message" (pencil and paper) icon 

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 

 • Type your message in the text area near the bottom of the window 

 • Press Enter to send your message 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

1 m ago

This is happening to me too. Happens with Walking Dead on AMC (unwatchable with the delay) and also with CBS Football.  All recorded apps.  I’ve noticed a few times it fixed itself halfway through.  But lately it’s been way worse.  I also have a Firestick 4K. Please help us!! 

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