Sky Glass Gen 2 65" voice sync gets worse with time.

[Vorlockfoss]

Hi community,

I have an ongoing issue with my Sky Glass Gen 2 65" TV.  I know this is an ongoing topic, but mine has the issue regardless of whether I'm streaming Sky or watching my external Humax TV Box...!

I've had my new TV for less than 2 weeks, and when turning the TV on, or changing the channel over on Sky or my Humax Box, the 'lip sync' is immediately fine.  After a few minutes I can see the lip sync deteriorating by part of a second.  If I watch TV for 30-60 minutes I can see the syncing noticeably worsening.  Today I left the TV on my Humax box for 8 hours and I honestly couldn't tell how out of sync the lips were because no movements matched any words at all...!

The thing is, I could turn the TV off & on again each time, but how many times a day?  I shouldn't have to turn it off & on at all.  For the cost of these TVs it should simply work, without any issues...!!  Also, regarding changing the channel to resolve the sync issue, I shouldn't have to.  I cannot change the audio settings as suggested by many because that is related to a constant sync issue and not a variable sync issue such as the one I'm seeing.  If I change the audio settings, will I be forced to use only the 'custom' setting...?!

Sky, when will this be resolved...?  The 10+ year old LG TV I replaced with this Sky Glass TV never had this issue, and I'm fast losing interest in this new Sky Glass TV, and think I'd be better off sending it back and going for a branded TV, for less money and with a higher specification with a much more configurable setup...!!!

Thank you,

Paul.

[Jporch316]

@Vorlockfoss 

Do you have an external sound system attached ? 

[Vorlockfoss]

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@Jporch316 wrote:

@Vorlockfoss 

Do you have an external sound system attached ? 

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Hi @Jporch316 ,

Thanks for your question.

No, I'm only using the TV Speakers.

Thanks.

[Jporch316]

I don't have any lip sync issues with my gen 2 

how fast is your internet connection and what speed are you receiving on the tv? You can check this by opening the glass Netflix app going to get help and selecting check my network 

[Vorlockfoss]

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@Jporch316 wrote:

I don't have any lip sync issues with my gen 2 

how fast is your internet connection and what speed are you receiving on the tv? You can check this by opening the glass Netflix app going to get help and selecting check my network 

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Hi @Jporch316,

In jealous...!  Lol

My internet connection is 300Mbps FTTH, up & down, and when I test on Netflix I'm getting 173.44Mbps, but when I test from my mobile I'm getting 291.11 down & 286.79 up, which is pretty good over WiFi.  However, the internet speed cannot be the issue anyway because my Humax Box is using a Freeview Antenna on the roof of my house, which I've used for years without issue, until now with my Gen 2.

Thanks.

[Jporch316]

I don't suppose you are able to temporary run an Ethernet cable between the glass and the router (and turn off the WiFi in the glass settings) 

just to rule out the WiFi being the issue .....

[Vorlockfoss]

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@Jporch316 wrote:

I don't suppose you are able to temporary run an Ethernet cable between the glass and the router (and turn off the WiFi in the glass settings) 

just to rule out the WiFi being the issue .....

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Hi @Jporch316,

I could, but my Humax Box doesn't use the internet, it uses the antenna on my roof; I intend to install a permenant RJ45 tomorrow as it happens 😄.  I use my own gaming Router, so I'm as confident as I can be that that's ok.

Thanks.

[Jporch316]

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@Vorlockfoss wrote:

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@Jporch316 wrote:

I don't suppose you are able to temporary run an Ethernet cable between the glass and the router (and turn off the WiFi in the glass settings) 

just to rule out the WiFi being the issue .....

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Hi @Jporch316,

I could, but my Humax Box doesn't use the internet, it uses the antenna on my roof; I intend to install a permenant RJ45 tomorrow as it happens 😄.  I use my own gaming Router, so I'm as confident as I can be that that's ok.

Thanks.

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Ah - so is it the lip sync on the humax only that's affected ?

[Vorlockfoss]

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@Jporch316 wrote:

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@Vorlockfoss wrote:

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@Jporch316 wrote:

I don't suppose you are able to temporary run an Ethernet cable between the glass and the router (and turn off the WiFi in the glass settings) 

just to rule out the WiFi being the issue .....

---

Hi @Jporch316,

I could, but my Humax Box doesn't use the internet, it uses the antenna on my roof; I intend to install a permenant RJ45 tomorrow as it happens 😄.  I use my own gaming Router, so I'm as confident as I can be that that's ok.

Thanks.

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Ah - so is it the lip sync on the humax only that's affected ?

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Hi @Jporch316,

No, it's all lip syncing, for everything, all Sky channels and the Humax Box.  It starts off fine, then slowly but surely, the lip syncing gets slowly worse over time. At 07:45 this morning lip syncing was spot on, now at 10:25 it's around a third of a second out of sync.  I'm putting the F1 on at 11:00, which I'll report on later.

Thanks.

[Vorlockfoss]

Hi @Jporch316,

As a test, I've just set the HDMI to 'passthrough', just to bypass any processing by the TV, to see what happens with the Humax Box.  Obviously this won't change the lip syncing issue with Sky, but I need to follow the process of elimination.  😄  I shouldn't have to do this though, it should work without issue, but what can you do...  😏

Thanks.

[BenJoBanjo]

@Vorlockfoss 

This sounds much more like a hardware issue with your Glass TV, particularly if sync is drifting from external sources connected via HDMI. 

Broadband speed shouldn't affect that in any way. It's more likely a driver issue with either the video or audio processing on the motherboard. It's clearly struggling to maintain sync with anything it receives either from Sky's servers or from an external device like your Humax, before outputting the sound and image.

I'd definitely get in touch with Sky and seek a replacement whilst you're still in warranty. 

[Vorlockfoss]

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@BenJoBanjo wrote:

@Vorlockfoss 

This sounds much more like a hardware issue with your Glass TV, particularly if sync is drifting from external sources connected via HDMI. 

Broadband speed shouldn't affect that in any way. It's more likely a driver issue with either the video or audio processing on the motherboard. It's clearly struggling to maintain sync with anything it receives either from Sky's servers or from an external device like your Humax, before outputting the sound and image.

I'd definitely get in touch with Sky and seek a replacement whilst you're still in warranty. 

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Hi @BenJoBanjo,

To be honest, that is the conclusion I've started to reach, but we must still jump through the hoops first.  It would be a pain to have to swap this out, because of its size, but if I must then I will.

I'm testing HDMI Passthrough today, and I'll be watching F1 on sky shortly, so today will be my final test before contacting Sky Support.  👍

Thanks.

[Vorlockfoss]

Hi @BenJoBanjo  & @Jporch316,

I will test my firestick later too, to see how that fairs.  😁👍

Thanks.

[Fothergill1]

@Vorlockfoss  In the past when people have been experiencing lip sync issues the workaround was to change your audio settings to PCM or Passthrough.  Also if the lip sync was off simply flipping to another channel and back again re synced it.

I appreciate one should not have to do this but if it helps it's worth trying.  In my case I found Dolby Digital + worked best for me to resolve lip sync issues (auto was the worst) but TBH I have not had any issues for months..

[Vorlockfoss]

Hi @Fothergill1,

Absolutely, which is what I've done/have been doing (as above), but as you suggest, we shouldn't have to utilise work arounds.  It's a bit of a poor show for a TV in this price range.

I'm fast learning that Auto is not ideal (to say the least), and I tend to manually select my viewing experience, when so inclined.

Thanks.