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Visitor

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3 Messages

Sat, Sep 4, 2021 11:20 PM

Stream Recordings Dropping Audio

My stream recording dropped the audio in the middle of the program, it worked briefly out of sync after troubleshooting then dropped again. Any ideas how to resolve this? I have tried to play the recording on three separate devices and it drops at the same point on all three.

Official Employee

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388 Messages

2 m ago

Hello @user_f68522! Are you continuing to have audio dropouts on other streams or was this a one-time event? 

Visitor

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3 Messages

@XfinityThomasC thanks for responding. This is happened before on other recordings, but it is currently the only recording with this issue.

Official Employee

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111 Messages

@user_f68522, Have you by any chance the Xfinity Stream app version of the recording to see if it also has the same cutout? If so and it is at that same time across all of them the audio signal from the channel its self may have been the issue and there would be no way to correct the audio after the fact on the recording since that is how it was copied to the DVR and not an issue with the playback. 

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Visitor

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3 Messages

The recording audio cut out at the same spot on all devices. On the stream app it would never pick up audio, on the Roku app it played as long as I didn’t use fast forward and it was out of sync about 8 seconds, audio ahead of video.

Official Employee

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111 Messages

Thank you so much for getting back to me with those details! It definitely sounds like there was an issue with the audio from the broadcast side if the issue is consistent on all devices for the recording. With cases like that, we would need to see if it is the channel itself or just that program so it can be reported if needed to the channel. Do you by chance have any other episodes or movies also recently or coming up saved from that same channel? 

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

2 m ago

I have same issue …. Audio cuts out w increasing frequency on many different recordings. 

Official Employee

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241 Messages

Hello, @user_85ced3! Thank you for reaching out to our experts on our Xfinity Community Forum! Our team works around the clock here to solve customer issues and we would love to help you.

 

Because this sounds like a separate issue from the one OP posted about, please begin your own thread and provide a description of the issue you are experiencing. Doing this will allow us to better assist you as well as help others in the community having a similar issue.

 

Thanks and I look forward to seeing your new post!

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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