Speech out of sync on Sky glass

[lettice]

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@John101 wrote:

What is the updated firmware version which address these audio issues?

john

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QS034.023.02 for Sky Stream

QS034.023.04 for Sky Glass

The software update is a gradual rollout, Sky expect all Sky Glass and Stream customers to have their new software by the end of January.

All detailed in the answered post on this thread, by Sky; 

https://helpforum.sky.com/t5/Sky-Glass-Live/Speech-out-of-sync-on-Sky-glass/m-p/4890192#M157499

[blackie1]

I rang Sky again today and the lady finally admitted that SKY have a problem with Lip sync that they are trying to resolve. She even gave me a £15 Tesco voucher. I think until they have sorted it out they should give a monthly reduction as we are not getting what we signed up for on the agreement 

[Fothergill1]

@blackie1  They have sorted it out (hopefully).  As reported in various other threads on the Lip Sync issue Sky started rolling out an update with the fix last for this problem last Tuesday.  All rollouts are done in batches and Sky hope to have it completed by the end of the month.  Have a look in Settings > System Management to see what build version you are on.  The latest update with the fix is QS034.023.04P (Glass) or QS034.23.02P (Stream pucks).

I got the update on Wednesday morning and have not seen any lip sync since then.  TBH I didn't get a lot of it anyway and when I did a quick flip to another channel and back again got it back in sync.

EDIT - I have just read that some people are still having the issue on BBC even after receiving the update 😫

Good luck 🤞

[Tim+in+Chesterfie]

Appreciate this is being looked into but it's more than a mild inconvenience when sometimes sync is out by two seconds!!  Literally the picture will be on someone else and you're still getting the last person talking.  I get that you are rolling out new software etc but it never used to do this so it would be helpful if you could share WHY it's doing this now so we can all understand the issue.  Is it an error in a previous software update for example.  Also - why dont you proactively message customers about the problem, so we know you are aware of it and dealing with it, rather than leaving to us to try and find out what's going on?  That's just poor.

[Fothergill1]

@Tim+in+Chesterfie  Whilst I agree with you we are all users/customers on this user forum and so you are not addressing Sky.  You will need to contact them to get the answers to your questions (it's very unlikely customer services won't know).. Historically Sky don't share the reasons.

When I got lip sync I found that flipping to another channel and back again always got my system back in sync.  I have not had any lip sync issue since receiving the update. If you have not received it yet then give the channel flip a try.

[squirdle]

I have the latest build update (QS034.023.04P) and am getting sync delay of sound of about 2 seconds on DVD player, Anycast and Airplay. Anyone got any info or advice?

[squirdle]

I have a 65" Sky Glass which has lip sync issues, but only on DVDs and Anycast. The speech comes in about 1-2 seconds before the video. I have the latest software update and don't frequently get sync issues on TV channels. Could this be a problem with the HDMI inputs, or is there a simple fix. I've spoken to Sky by phone and they seem to think that it's still a software issue.

[Bry1311]

We have had the lip sync problem since before Christmas and  is still happening tonight . 
It is really frustrating and we are now getting fed up of continually having to switch channels and back again to fix the problem .

It never used to do this so what has changed ? 

[Jporch316]

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@Bry1311 wrote:

We have had the lip sync problem since before Christmas and  is still happening tonight . 
It is really frustrating and we are now getting fed up of continually having to switch channels and back again to fix the problem .

It never used to do this so what has changed ? 

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hi @Bry1311 

The issue is being addressed with a rollout of a new firmware update. The update is being rolled out in batches and likely to take until the end of the month to complete. See the post marked as answered for the version numbers 

[Paul+Stovell]

Well that was a load of faeces then!! The sync problem lasted about 3 days! Watching the news now and three times in the last hour I have had to change channel to get it into some semblance of synchronisation. I have also switched off at the mains for a hard reset. Before any one says anything in defence of Sly, yes my 65" Sly Glass is running on the software update QS034.023.04P

[Fothergill1]

@Paul+Stovell  I don't know which channel you were watching but it has been reported that BBC1 is still having issues even aftger the update. I also had lip sync on Channel 4 yesterday afternoon which I have reported to Sky.

[BillyFishfinger]

@Fothergill1  “Still having issues even after the update”? To me that sounds like the much vaunted update, which was going to fix all these lip sync issues, doesn’t work. Does that mean we’ll have to endure another six months of dithering from Sky before they roll out yet another update that doesn’t work, all while we’re still paying through the nose for sub-standard service?

To anyone from Sky who might be reading this, how about some acknowledgement in public that there are bugs all over Sky Glass? Has anyone else tried “watch from the start” lately, only to have the programme freeze / go into a loop five minutes later, meaning that changing channel (and losing the playback) is the only option left open to you?

It feels to me like my Sky Glass TV / service should have come with additional instructions: “for your enjoyment, please change channel every five minutes / perform a hard reboot every ten minutes to ensure you get the best from your Sky Glass television. Believe in better”.

Come on, Sky - do something about this. You’re making Thames Water look like saints at the moment with this level of customer service.

[Fothergill1]

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@BillyFishfinger wrote:

@Fothergill1  “Still having issues even after the update”? To me that sounds like the much vaunted update, which was going to fix all these lip sync issues, doesn’t work. Does that mean we’ll have to endure another six months of dithering from Sky before they roll out yet another update that doesn’t work, all while we’re still paying through the nose for sub-standard service?

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@BillyFishfinger  Unfortunately your guess is as good as mine.  To be fair the new update has certainly improved things (for my system) as prior to the update I had minor lip sync every few days but since I received the update on the night of 21st January I have only had one instance of the problem and this was on Channel 4 yesterday afternoon but I resolved it in a couple of seconds and it was back in sync..  

Have you had the update yet and if so have you noticed any improvement albeit not a complete solution?  If you are still waiting the rollout for Glass TV will be completed tonight.  After receiving an update it is a good idea to do a reboot.

[bailey+birdy]

I completed the survey also logged a complaint. I received a call yesterday and sky was supposed to call me today between 10-11 am no call received. The sync problem has ben worse today sky news bbc1 and now  channel 4 

[BillyFishfinger]

I got the new firmware update overnight. That made no difference at all, so I phoned the Sky help desk and the Sky tech there told me to go to "sound and picture" in "settings” and change the “auto” to “PCM stereo” and - guess what? - that’s made no difference either.

How long for the next attempt to fix this, Sky? Will it be 8 months this time instead of 6? Are you ever - ever - going to admit that your flagship product isn’t fit for purpose and it’s full of bugs? So much for “Believe in Better”.