The sound is lagging

[Fothergill1]

@Sandrashurgold Sky are working to find a solution to the lip sync issue.

Rather than having to read right through the very long thread Sky have advised as a temporary workaround to change your audio settings to PCM or Passthrough whilst the find a solution.

[Dpbraham]

i have a black box for sky stream. The picture is not in sync with the sound. Using the tv for receiving programs without the box is fine. Can you help with syncronising the sound with the picture?

[Marksman67]

I had the same problem.  I sorted it by changing sound from auto to pcm stereo. 
Go to: 

Settings, Picture and Sound, Sound, Digital audio output HDMI then change to PCM Stereo

Hope this helps for you. 

[pingloss]

I experienced this when changing to Steam using a Sonos Playbase connected to the optical output of my Philips TV. 

The best 'workaround' while also being able to keep all the advanced multichannel audio formats and not having to change the Stream audio format to PCM is to a HDMI audio splitter such as the one I have installed here:

https://amzn.eu/d/irOoYB7

This completely removes the audio delay on any channel by removing the extra processing hop that occurs when having the audio passed through the TV first.  The splitter I use is compatible with ARC/eARC or optical feeds into your external soundbar such as a Sonos etc. 

I've recommended this solution to other people and they've confirmed the delay disappears on their equipment once the splitter is in place. 

[Alastair4]

Hi I have spoken with sky twice regarding an issue we have where the audio and video suddenly jump out of sync. It can happen every 20 mins or only once a day. We also have really poor quality calls as witnessed by one of your colleagues a few days ago. Please advise Kind regards Alastair Mead

[Highlinder]

@Alastair4  What platform are you watching on that is having the sync issues?

[Alastair4]

It happens regardless of channel, app etc 

[Highlinder]

@Alastair4  Is this on Sky Q, Sky Glass or Sky stream?

[Alastair4]

It's stream

[JasonLee]

Just a heads-up guys that my puck Stream updated to QS027 which I was hoping would solve the sync issue. Sadly, Dolby Digital is still out-of-sync so had to revert back to PCM Stereo.

As it's been several weeks now since this issue surfaced publicly, I'm wondering if Sky can give an update as to manage expectations/provide a timelime to all affected users?

[cooter29]

Was holding off ordering stream until the lip sync issue was fixed.

havent seen any complaints in last week or so

Can anyone confirm its been fixed with software update ?

[TTrodd]

TV sound not syncing with programme.

[Jack152]

Voices are behind the picture

[Padam_Padam]

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@Jack152 wrote:

Voices are behind the picture

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It's a known problem that's been going on for weeks. 

Sky say they are trying to find a solution but it's taking time. They suggest switching the audio output of your puck to PCM Stereo as a temporary fix. You will lose out on any multichannel sound by doing this though, so not ideal. 

[AD5]

After two months maybe you already fixed it...
Shame no one from Sky bothered to answer your post as it is a known problem.

A workaround is to change the audio ouput settings to PCM Stereo and that should fix the problem.
It worked for us. Future software update is on the way apparently.