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user_a1tesu
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Tuesday, February 4th, 2025 2:08 AM

Roku Streambar audio fluctuations (70% reduction in volume, intermittent short bursts of loud crackling audio)

Ticket [Edited: Personal Information] 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.  https://photos.app.goo.gl/Ju7ex7wXx3MVGdMD8

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
Xfinity: ‎Stream App volume fluctuations  (low to really loud) | Xfinity Community Forum
Rolu: https://community.roku.com/t5/Channels-viewing/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-intermittent-short-bursts-of-loud-crackl/m-p/1040394#M183024

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8 days ago

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Official Solution

CC_Tony

Retired Employee

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1.4K Messages

1 month ago

@user_a1tesu, thank you for your post about the audio fluctuations on Roku. This is not an Xfinity issue, and it isn't isolated to the Xfinity Stream app. This issue may occur with other apps viewed through Roku. Roku has confirmed this is an issue on their end, caused by a software update to their devices that they initiated. Roku is working to resolve it, but it may be several months before a fix is implemented.

Edit: I am editing to add that our last update was 5 hours ago. The Roku team is still investigating a code fix. Our teams are working directly with Roku teams to get this fixed. 

(edited)

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user_a1tesu

8 Messages

@XfinityTony​ can you please provide Xfinity ticket numbers to prove that 1) Xfinity has done its due diligence and 2) Xfinity has a reference ticket with Roku.  

Ideally, ticket numbers and links.  

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1 month ago

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XfinityDena

Official Employee

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3K Messages

@user_a1tesu We are unable to provide links to out internal tickets. I totally get how this is not the best answer or the most desirable and I am really sorry.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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dansgen1alero

Contributor

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196 Messages

@XfinityTony​ This is not a roku issue, and is xfinity stream app.  Roku is consistently stating they do not have control over the creation or maintenence of the apps/channels on their platform. 

this is what xfinity chat just came back with yesterday 02/05:  Good afternoon, I hope you've been doing well since the last time we worked together. I wanted to check in and let you know you're not forgotten about. Our engineering team is still investigating, but I don't have a tangible update at this time. Are able to confirm if you're still experiencing the same issue? Or if you'd like to continue receiving updates here in our conversation?

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1 month ago

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user_a1tesu

8 Messages

Xfinity support is having difficulty telling the truth.  This case is not resolved as they state, furthered that Xfinity can provide no evidence.  Issue persists and needs Xfinity attention.  

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1 month ago

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user_a1tesu

8 Messages

@XfinityTony​ and @XfinityDena  Please remove your posts.  These are not solutions.  Without any data to backup your claim, these are merely untruths.  Further, the posts are unhelpful to all who are dealing with this very real issue.

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1 month ago

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dansgen1alero

Contributor

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196 Messages

1 month ago

This is also (and has been) on the streaming sticks for over 2 years. The original xfinity post is mine as well as repost twice (since xfinity closed the other 2). Rokus continues to say it is not their responsibility because it only happens on the zfinity app and no other channels. Rokus does not maintain the apps/channels and I have still been in touch with xfinity who has finally escalated to engineering who asks for video clips every couple weeks. Hopefully a fix will come this year..... 

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user_a1tesu

8 Messages

@dansgen1alero​ I cannot replicate the same behavior on streaming sticks.  Can you provide information on what model of streaming sticks and software versions?  Can you provide case numbers?  I have 10+ standard sticks and the 4K 3820X2 streaming sticks and the audio has not been problematic in the xfinity stream app.

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1 month ago

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dansgen1alero

Contributor

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196 Messages

@user_a1tesu​  3810x and I am on beta roku software 14.5.4 build 3200  But even prior to being on beta it was occuring with every update they had provided. Xfinity stream app is 8.0 build 0.

Current ticket is ECM0011505932

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1 month ago

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user_a1tesu

8 Messages

15 days ago

This is still an open issue.  Can I get some support please.

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XfinityBillie

Official Employee

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3.1K Messages

@user_a1tesu Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand how frustrating audio issues can be, and we are happy to see how we can further assist you from here. I don't want to ask you to repeat any troubleshooting steps you may have already taken. Can you please confirm the troubleshooting you have already attempted? Such as checking that the connections between the Streambar and TV are secure, trying a new HDMI cable, check that the TV's audio settings are correct, making sure that the Roku device is up-to-date with all updates. 

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

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13 days ago

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user_a1tesu

8 Messages

@XfinityBillie​ This issue persists on multiple streambars.   The issue persist across three Roku firmware versions including the most recent as of 2/28/2025 which is 14.1.   Xfinity Stream app is 8.0 build 0.  Issue is also reported to Roku on thread 'Roku Streambar audio fluctuations (70% reduction in volume, intermittent short bursts of loud crackl...' and here is the link to it.  https://community.roku.com/t5/Discussions/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-intermittent-short-bursts-of-loud-crackl/m-p/1048266#M13380

All roku stream bars have been through the following and the issue persists:
Uninstall / Reinstall the Xfinity Stream app, issue persists.
Streambars have been been factory reset, issue persists.
HDMI cable replaced with known good (does alternatively provides reliable audio and video between computer and 4k monitor), issue persists.

Power supplies swapped between soundbars, issue persists.
While issue is occurring, connect to an alternate TV which is a different make and manufacturer and the issue persists.

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10 days ago

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XfinityOrlandoM

Official Employee

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1.8K Messages

@user_a1tesu

 

 

Thanks for clarifying go ahead and send me a direct message with your name and address and we could do some work on refreshing your account which could possibly help with the volume fluctuations you're having on your Roku device with the Xfinity app. Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • 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 you further?

 

 

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

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8 days ago

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