QS025 Lip Sync Issues

[Matt+Nunns]

Still got ongoing, repeatable audio issues with the stream puck when using passthrough mode. Pausing a program stops sound working. Seems to be the way the stream communicates with the sonos soundbar, the output dissapears in the sonos app when the programme is paused, then when unpaused it dorsnt seem to send output to the sonos.

Definitely a sky issue any other streaming device works normally when pausing an app and resuming, no audio issues.

its better when sound output switched to "auto" on the puck but then lip synch is so out its not funny!

TV is a Sony KD-49XF9005

Sonos Beam soundbar

just to repeat, this is only an issue with sky stream, every other streaming device works fine in pass through mode with this tv/soundbar combination!

[Paul+Dray]

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@Matt+Nunns wrote:

Still got ongoing, repeatable audio issues with the stream puck when using passthrough mode. Pausing a program stops sound working. Seems to be the way the stream communicates with the sonos soundbar, the output dissapears in the sonos app when the programme is paused, then when unpaused it dorsnt seem to send output to the sonos.

Definitely a sky issue any other streaming device works normally when pausing an app and resuming, no audio issues.

its better when sound output switched to "auto" on the puck but then lip synch is so out its not funny!

TV is a Sony KD-49XF9005

Sonos Beam soundbar

just to repeat, this is only an issue with sky stream, every other streaming device works fine in pass through mode with this tv/soundbar combination!

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Interesting. When you check you're other streaming devices are they connected to the TV/Soundbar exactly the same way? (same connection ports, same AV channel etc.). In other words do you just swap out the stream puck with the other device? Just trying to rule out every variable.

[Matt+Nunns]

@Paul+Dray

yes they are. Seems like the sky puck doesn't send a signal to re-enable the audio after pausing.

in the sonos app, you see the audio format disappear when you pause tv, the audio codec then never appears again.

no issues with Apple TV box or PS5.

also swapped to different hdmi inputs and changed the hdmi cable.

tried various possible audio options on the tv as well with the same issue appearing every time only on the sky puck.

all updates have been done on the tv and sonos

[Paul+Dray]

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@Matt+Nunns wrote:

@Paul+Dray

yes they are. Seems like the sky puck doesn't send a signal to re-enable the audio after pausing.

in the sonos app, you see the audio format disappear when you pause tv, the audio codec then never appears again.

no issues with Apple TV box or PS5.

also swapped to different hdmi inputs and changed the hdmi cable.

tried various possible audio options on the tv as well with the same issue appearing every time only on the sky puck.

all updates have been done on the tv and sonos

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Strange for sure and obviously disappointing. What happens on the Sonos app if you plug the stream puck directly in to the Sonos hdmi IN port and then do the pause test?

[pingloss]

Repeatable issue with a Phillips 4k Ambilight TV/Sonos Playbase and a LG 4k TV/Sonos Beam. Both setups have horrible lip sync issues when the Puck is outputting Dolby Digital. 

My only solution (apart from downgrading to PCM) was to buy a HDMI audio splitter like this https://amzn.eu/d/irOoYB7. 

Issue resolved itself immediately on both systems once installed. 

[Padam_Padam]

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@pingloss wrote:

Repeatable issue with a Phillips 4k Ambilight TV/Sonos Playbase and a LG 4k TV/Sonos Beam. Both setups have horrible lip sync issues when the Puck is outputting Dolby Digital. 

My only solution (apart from downgrading to PCM) was to buy a HDMI audio splitter like this https://amzn.eu/d/irOoYB7. 

Issue resolved itself immediately on both systems once installed. 

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An audio splitter costing £100+ to solve the sync issues on a £20 Stream puck?!? Wow. 

[pingloss]

Sky are seemingly taking their time in fixing the issue and their only workaround is to effectively disable multi channel audio. The lip sync issue only happens on the Sky Stream puck, no other streaming device I have suffers from it. 

What's the point in me having a Sonos home cinema system if I have to neutralise it just to watch anything on Sky? I'd rather fix it than wait for something that may come in 3 months, 6 months or even a year???

[Matt+Nunns]

I wouldn't bother, unless you just use stereo sound they are awful, I've had audio issues since day 1 with the stream puck. I've had it 9 months and thought they were teething issues they'd resolve with software updates.

It now seems to me there are just fundamental issues with the hardware and or software on the device.

id stay with sky q if that's an option despite it not supporting atmos, etc

[Matt+Nunns]

@Paul+Dray Interestingly my pick has updated overnight to QS027.508.00P.

The loss of audio when paused seems to have gone away!

Also interestingly, when content is paused the Sonos now displays dolby5.1 as the input stream, then when unpaused changes to whatever the audio stream is in the app/channel you're watching I.e Dolby digital Plus 2.0, etc.

so, it feels like something has been changed in how they are outputting audio, obviously difficult to tell without being a sky developer!

[Paul+Dray]

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@Matt+Nunns wrote:

@Paul+Dray Interestingly my pick has updated overnight to QS027.508.00P.

The loss of audio when paused seems to have gone away!

Also interestingly, when content is paused the Sonos now displays dolby5.1 as the input stream, then when unpaused changes to whatever the audio stream is in the app/channel you're watching I.e Dolby digital Plus 2.0, etc.

so, it feels like something has been changed in how they are outputting audio, obviously difficult to tell without being a sky developer!

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That's the version I've been on for a couple of weeks now. Glad it's made the audio disappearance when paused thing go away for you.

[Matt+Nunns]

Spoke to soon! Still loses audio when paused, just after a longer period now. I'm not sure they actually test anything before they release it. About done with Sky stream, may start the fight to get rid of it and just use smart tv. Shame because skys overall offering would be so much better if they just didn't realise buggy devices/software!

[Susanne-webb]

I went to settings and changed the digital audio output HDMI from Auto to Dolby Digital Plus. 
It completely solved the problem. 

[Matt+Nunns]

Predictably, works fine on stereo pcm. Come on Sky! Sort this out!

[Lindataylor-56]

The words on my tv programmes are out of zinc with peoples mouths so I have to turn the tv of to fix it every 20 mins or so.Iput the tv on standby and turned the puck of and on again to restart it but that hasn't worked 

[Fothergill1]

Hi @Lindataylor-56 As suggested earlier in this thread Sky are aware of the issue and whilst the try to find a permanent fix they suggest you change your audio settings to PCM or Passthrough (I actually have mine on Dolby Digital Plus).

Settings > Picture & Sound > sound > Digital Audio Output HDMI