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The audio is out of sync

Fernando A.
  • Updated

Some users may encounter issues such as distorted audio, inconsistent volume levels, out-of-sync, or audio dropouts while watching certain videos on the platform. Several factors can contribute to audio issues in videos, such as:

  • Issues with the connection to external devices: Cables to the TV, sound system. 
  • Unstable Internet connection: using mobile data, wired connection, being too far away from the modem, or multiple devices connected to the internet source that slow down the signal.

Here are some actions you can take to troubleshoot and potentially resolve the audio issues depending on the device you’re using:

 

Browser

These steps apply to any type of browser.

  • Remove any ad-blocking extension from your browser. 
  • Turn off VPNs and antivirus
  • Disable ALL your extensions and see if there's any difference
  • Delete cache and cookies from your browser and ensure it is updated
  • Refresh the page with Ctrl+F5 (on Windows) or Shift+Cmd+R (on Mac)

 

Mobile

These steps apply to either an iOS or Android device.

  • Make sure your device is updated with the latest iOS/Android version
  • Close other web pages or apps, especially the ones that constantly refresh
  • Deactivate any VPN if you are using it
  • Uninstall the Crunchyroll app and then reinstall it

 

Roku

Reinstalling the app can help fix the issue. Follow the steps below on how to:

  1. Select Home from the main menu
  2. Clear the cache by following these steps on the remote control:
    • Press Home 5 times 
    • Press Up. Press Rewind 2 times. Then, press Fast Forward 2 times.

Note: It will take about 15 to 30 seconds to clear the cache and restart.

  1. Uninstall the app from the device
  2. Reinstall the Crunchyroll app

 

Apple TV

For issues on an Apple TV, please follow these instructions:

  1. Uninstall the app 
  2. Go to Settings→System and select Restart to restart the Apple TV app.
  3. Unplug your TV and your Apple TV from power, then plug them both back in.
  4. Install the Crunchyroll app

 

Android TV

For issues on your Android TV, please follow these instructions:

  1. Using the remote control, navigate to the Home screen of your Android TV.
  2. Go to the Settings menu. You can typically find the Settings icon represented by a gear or cogwheel.
  3. In the Settings menu, scroll down and select the Device Preferences or Device option. The exact wording may vary depending on your Android TV device and the version of Android it is running.
  4. Select the Restart or Reboot option and confirm your selection if prompted. Your Android TV will now begin the restart process. It may take a few moments for the device to shut down and start up again.
  5. Uninstall the Crunchyroll App and reinstall it.

 

Amazon Fire TV / Fire Stick

If this is happening on your Amazon Fire TV, here are some options you can try: 

 

  • Restart the Fire Stick: 
    1. Press the Home key on your remote to access the home window of your Fire Stick
    2. Navigate to the middle of the home window and locate the menu options.
    3. Choose the option labeled My Fire TV from the menu options and click on it
    4. Scroll down the page a bit to find the option for Restart and select it
    5. Click on the Restart option again to confirm your selection
    6. Allow your Fire Stick some time to restart. You may see a message on the screen indicating that it is Powering Off.

  • Clear cache and data. Clearing the cache on a Fire Stick can help improve the device’s performance and free up storage space. 
    1. Go to Settings> Applications> Manage installed applications
    2. Select Crunchyroll App
    3. Choose Clear cache and clear data. 

 

  • Uninstall the Crunchyroll App: 
    1. Navigate to the app.
    2. Press the 3 lines icon on your Fire Stick remote and on your screen and select Uninstall
    3. Unplug the Fire Stick from the TV and its power source, reconnect it, and try again.

 

 

Nintendo Switch

If this is happening on your Nintendo Switch, please follow these steps:

  1. Turn off the console. Hold down the Power button until you see Power Options, then select Turn Off.
  2. Hold down the volume up and volume down buttons, then press the power button.
  3. Continue holding the buttons until Maintenance Mode loads 
  4. Choose Initialize Console Without Deleting Save Data, then select OK.
  5. Clear your cache and delete any Crunchyroll app data
  6. Uninstall the app from the device
  7. Reinstall the Crunchyroll app.

 

PlayStation (PS4/PS5)

If this is happening on your PlayStation console, please follow these steps:

  • For PS4 and PS5:
    1. Clear your cache and delete any Crunchyroll app data: 
      • Press and Hold: On your controller, press and hold the PlayStation button.
      • Choose: From the menu that appears, select the option labeled "Turn Off PS's".
      • Wait: Allow the PS's power light in front to stop blinking. This indicates that the console has powered off completely.
      • Unplug: Once the power light has stopped blinking, unplug the PS's power cable from the power source.
      • Turn On: Now, plug the power cable back in and turn your PS back on.
    2. Uninstall the app from the device
    3. Reinstall the Crunchyroll app.

 

Xbox

If this is happening on your Xbox Console, please follow the steps below:

 

Xbox One: 

 

  • Restart from the Power Center:
    1. Press and hold the Xbox button in the center of your Xbox controller to open the Power Center.
    2. Select Restart console.
    3. Select Restart.

 

  • Restart from the guide:
    1. Press the Xbox button on your controller to open the guide.
    2. Select Profile & System > Settings > General > Power options.
    3. Select Restart Now.

 

  • Physically power cycle the console:
    1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will turn off.
    2. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller. Repeat steps if you don't see the green boot-up animation when the console restarts
      Note: If your console is in Sleep mode, the above steps will shut the console off completely. Sleep mode, or the ability to turn on your console by saying “Xbox on,” won't be enabled until you restart the console.*
    3. Uninstall the Crunchyroll App to make sure you have the most recent version. 
    4. Clear the App data: Go to Settings > Devices & connections > Blu-ray > Persistent Storage > Clear Persistent Storage. 

 

  • Xbox Series X and Xbox Series S:
    • Clear the cache: 
      1. Press the Xbox button on your controller.
      2. Select Settings from the menu.
      3. Select System and move over to the right side of the screen. There, select Console Info from the list of options.
      4. Choose Reset Console
      5. Ensure you highlight Reset And Keep My Games & Apps then select this option. The cache will end up being cleared.

 

Windows 10 app

If the issue is happening on the app for Windows 10, please follow the steps below:

The Windows 10 store cache is stored separately from your browser cache and can become corrupt independent of it. So let's clear out your store cache and see if that helps.

  1. Uninstall the Crunchyroll app (please note that Admin privileges are necessary)
  2. Exit out from the Windows Store App if it is running
  3. Enter _WSReset_ (Windows Store Reset) in the start menu search box,
  4. Right-click the result _wsresult_ and choose _Run as administrator_
  5. Select _Yes_ on User Account Confirmation. The app should now automatically launch with your cache cleared.
  6. Re-install the Crunchyroll app and first try to navigate it as a guest before logging in.

We also suggest using the browser in order to get the full experience!

 

 

Chromecast

If the issue is happening with your Chromecast, please follow the steps below:

  1. Confirm the Crunchyroll and Google Home apps are updated to the most current version. 
  2. Disable casting, close Crunchyroll, and then reopen and restart the casting. 
    • Reinstall the app on Chromecast if you're using Chromecast with Google TV.
    • Reinstall the Crunchyroll app on your secondary device if you're using an older Chromecast version,
  3. Reboot your Chromecast device: https://support.google.com/chromecast/answer/7021381 
  4. Make sure that your device is connected to the same wireless network as your Chromecast, as this can prevent the icon from appearing.






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