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user_aaebn2
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Thursday, May 28th, 2026 8:45 PM

Visio TV and Amazon FireStick issues

I have a Visio TV Model v506-an and I am having the following issues with an Amazon Firestick HD @nd Generation.  My WIFI is 5GHz with an Excellent Strength.  My issues are:

1. When turning on the TV with the Firestick Remote, I am frequently asked to update settings.  This is probably a Firestick issue.

2. When using Xfinity Streaming and watching CNN, ABC, TBS, etc. the audio stops.  This happens after approximately 20 minutes.

3. When using Xfinity Streaming the picture freezes up.

I also have an Insignia Fire TV and I have no issues.

Thanks for any and all help.

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XfinityAbby

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5 days ago

Thank you for letting us know @user_aaebn2 I know it can be frustrating when your streaming is not working properly. When this happens have you attempted any troubleshooting or reset the TV/fire stick. Have you attempted deleting the Xfinity stream app and redownloading it as well? 

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user_aaebn2

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@XfinityAbby​,  I went to an xfinity store and signed up for the xfinity pro service.  I was able to get a wifi extender, that is up and running.  Hoeve, I am still having audio issues with CNN, ABC and TBS.  In addition with the extender the signal went from 5 GHz to 2.4 GHz.  I am waiting on xfinity to begin their wifi health check

Thanks.

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4 days ago

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XfinityTommy

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Thank you for the heads-up user_aaebn2. Appreciate the details! Could I please ask what exactly the audio issues would be that are impacting the system?

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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.
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4 days ago

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user_aaebn2

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As an example, with CNN toe Audio stops when a commercial starts and you can't get it back unless you go back a step or two.  With ABC and TBS all looks the stops are random.  However you need to go back a step or two and launch the app again.

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4 days ago

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XfinityTommy

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user_aaebn2 Are any other apps on the FIrestick having issues or is just the Xfinity Stream app?

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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4 days ago

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user_aaebn2

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I replied, but I dont see it.

With CNN when a commercial starts the audio stops.

With TBS and ABC the audio stops are random.

In all cases I need to got back a step or two and go back to the channel.  Audio then works until.....

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4 days ago

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user_aaebn2

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4 days ago

My issues are only with the xfinity streaming app.

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user_aaebn2

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48 minutes ago

This specific combination—the Xfinity Stream app dropping audio after a commercial while using a standard Fire Stick on a Vizio V-Series TV—points directly to a known digital audio format transition glitch. [1]

When the app switches streams from the live broadcast to a local commercial, the commercial often broadcasts in standard Stereo (PCM), while the show is in Dolby Digital. The Vizio V506-J09 mainboard struggles to handshake this sudden audio format switch, causing the audio processor to lock up and go completely silent. Because the Insignia TV handles audio decoding differently, it doesn't encounter this handshake failure. [1]

Follow these targeted steps on your Fire Stick and Vizio TV to resolve the issue:

  1. Lock the Fire Stick Audio Format to PCM

Forcing the Fire Stick to decode all audio before sending it to the Vizio TV prevents the TV from having to manage format transitions between commercials.

  • On your Fire Stick, navigate to Settings > Display & Sounds > Audio.
  • Select Surround Sound.
  • Change it from Best Available to PCM. [1, 2, 3]
  1. Disable Fire TV Privacy "Ad Tracking" (Community Fix)

The Xfinity Stream app frequently drops audio or freezes on standard 8GB Fire Sticks due to memory overload when injecting localized commercials. Turning off data tracking frees up crucial system memory: [1]

  • Go to Fire Stick Settings > Preferences > Privacy Settings.
  • Turn Off the following options: Device Usage Data, Collect App Usage Data, and Interest-Based Ads. [1]
  1. Adjust Vizio TV Audio Settings [1]

Adjust the TV's internal settings to process incoming HDMI audio statically rather than automatically switching:

  • Press the Menu button on your Vizio remote.
  • Go to Audio.
  • Ensure TV Speakers is set explicitly to On (not Auto).
  • Turn Volume Leveling and Surround Sound to Off (these features cause audio dropouts during dramatic volume shifts in commercials).
  • Change Digital Audio Out to PCM. [1, 2, 3, 4]
  1. Clear the Xfinity Stream Cache [1]

Because the app saves commercial tracking data that can corrupt over a 20-minute streaming window, clear its temporary data: [1]

  • Go to Fire Stick Settings > Applications > Manage Installed Applications.
  • Select Xfinity Stream.
  • Select Clear Cache, then select Clear Data. You will need to sign back into the app once. [1, 2, 3, 4]
  1. Shift to HDMI 1 or 2

The V506-J09 features multiple ports with varying capabilities. Ensure your Fire Stick is plugged into HDMI 1 or HDMI 2. Avoid HDMI 3 (eARC) if you are only using TV speakers, as the eARC port constantly hunts for an external soundbar connection, which can cause intermittent audio dropouts. [1]

This is working without the soundbar.

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