Amazon Firestick HD audio problems with LG TV

When using Xfinity Streaming app on a Firestick HD (new version) connected to a LG TV the audio will stop completely while the video portion continues. This happens when switching between a show and a commercial or back to the show from a commercial. The audio will start again if I press pause and then start again. Is there a fix for this?

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XfinityRaul

Official Employee

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3K Messages

1 month ago

@jandj Thank you for making us aware that you're having audio issues when using the Xfinity Stream app on your Firestick. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance reset your Firestick?

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jandj

Contributor

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12 Messages

1 month ago

I have set all audio to PCM on the firestick. Set Video to 720p rather than best available. Reset the firestick. Checked for updates on both the firestick and the TV. Checked WiFi signal levels and power levels. Since it seems to happen on transitions between commercials and the streaming show I would guess it has something to do with a change in audio format between the two, but I have no idea how to determine if it is the App, the firestick, or the TV. This is the firestick HD (newest model) and the TV is LG43UJ6200. I have noticed that it occurs less or perhaps not at all when tuned to REELZ as compared to linear channels.

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XfinityRaul

Official Employee

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3K Messages

@jandj Thanks for sharing what you've done and the firestick and TV models. I'd like to take a closer look at your account to see what's going on. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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1 month ago

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docdrizzle47

Visitor

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1 Message

21 days ago

I have this problem too

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XfinityCarolyn

Official Employee

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373 Messages

@docdrizzle47 Hello, thank you for reaching out. I can definitely understand how frustrating that would be, especially when the video continues playing and the audio only drops when transitioning between programming and commercials. Based on your description, this sounds like it could be related to the audio format being negotiated between the Xfinity Stream app, the Fire TV Stick HD, and the LG TV when the content changes. A few troubleshooting steps that may help are:

Ensure the Xfinity Stream app is running the latest version available on the Fire Stick.
Check for and install any available Fire TV software updates.
Check the LG TV for firmware updates.
On the Fire Stick, navigate to Settings > Display & Sounds > Audio > Surround Sound and try changing the setting from Best Available to PCM or Stereo to see if the issue persists.
If the TV has audio-processing features enabled (such as AI Sound, Dolby processing, or similar enhancements), try temporarily disabling them for testing.
Restart the Fire Stick, TV, and modem/gateway after making any changes.

If the issue only occurs within the Xfinity Stream app and not in other streaming apps on the same Fire Stick, please let us know.

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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19 days ago

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Non-X1 Service

jandj

Amazon Firestick HD audio problems with LG TV

XfinityRaul

jandj

XfinityRaul

docdrizzle47

XfinityCarolyn

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