Lip Sync issues - Sky Stream

[Anonymous]

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@Littletaffia wrote:

Don't be fobbed off with Sky stating it's a provider problem. They have blamed my AVR for the lip sync and Atmos problems and my TV for the lack of HDR. All of which work perfectly when using the ATV or my Pioneer LX500 4K player.

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...and also don't be fobbed off with work arounds, how ever simple they seem. Changing channels or Audio output settings when you paid for ATMOS is frankly unacceptable. Dont normalise poor service. 

[BenJoBanjo]

@Skyman89 

It's all to do with Sky's servers and the audio driver inside the puck & Glass hardware. Any change in audio codec or the simple process of changing channel or app which causes the driver to re-check the audio format, is creating the delay and lip sync error. 

It's a unique problem to Sky's streaming service because it's an entirely server based platform. All content is processed on the server rather than on locally stored apps. The Stream pucks have little processing power so have to do quite a lot of work to keep things in sync when it receives a new stream after every channel or app change. 

An updated audio driver will hopefully solve it, but it's taking far too long for Sky to find a solution. 

[Skyman89]

Hi,

Am I write in thinking 🤔 that sky make there equipment. If so it shouldn't take them this long to figger it out shortly.

[Skyman89]

Hi,

I'm with you it's disgusting yes I'm paying just under £90 on TV alone and I understand things can go wrong from time to time that's life but sky should'nt offer a service they can't actually fulfil because this at the first of many issues I've had. I'm seriously considering cancelling if this isn't fixed. 

[Super+Anthony]

@Skyman89 Agree completely. They should not be selling something that is not functioning correctly

[charliedawg]

The above comments in answer to my recent question confirm that a subset of Sky Stream users have a lip synch problem which Sky admits is an on-going problem that they have been trying to fix for at least a year - meanwhile they continue to sell the product which they know is not universally fit for purpose.  So has anyone had any success bringing this to the attention of Ofcom or the communications ombudsman or trading standards?

[BC1956]

@charliedawg ..... Have you?

[charliedawg]

Hi BC1956 - Thanks for your question - the answer is not as yet - I was just putting a query out there to see if anyone had any joy with any of the agencies that could be worth contacting.

[Keith-1]

We are having ALL if the Sky and Discovery programmes out of sync with the video and audio. The audio is at its worst 5 seconds ahead of the video. The same programme on the Amazon box is fine.

[KevNewMedia · Accepted solution]

Hi Everyone

We are aware that some Sky Glass and Sky Stream customers are experiencing issues with lip sync. We understand how frustrating this can be and are sorry for the inconvenience this has caused. We assure you that our engineers are working diligently to resolve the problem.

We are rolling out a software update, QS35, which has further improvements. This update is a gradual rollout and will continue over the coming weeks.

Thank you for your patience and for providing further feedback, to help us improve your experience.

I'll be marking this reply as the answer to the thread so more people see it.

[Super+Anthony]

Hopefully soon as it's been way too long for a fix. Thank you though for the update. 

[koopie]

Sky Q has the same problem which pre-dates the Sky Stream problem on 2160p and above and on Arc and eArc settings. The solution has been Optical cabling but it's not the real solution when HDMI is the de facto standard.

Are you issuing updates for Sky Q?

[Paul+Dray]

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@koopie wrote:

Sky Q has the same problem which pre-dates the Sky Stream problem on 2160p and above and on Arc and eArc settings. The solution has been Optical cabling but it's not the real solution when HDMI is the de facto standard.

Are you issuing updates for Sky Q?

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Please don't conflate things. Audio delay/latency is a whole minefield subject.

[Mark39]

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@koopie wrote:

Sky Q has the same problem which pre-dates the Sky Stream problem on 2160p and above and on Arc and eArc settings. The solution has been Optical cabling but it's not the real solution when HDMI is the de facto standard.

Are you issuing updates for Sky Q?

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Updates are being issued for Sky Q equipment, but I doubt there will be one for this. I'm not aware of a similar issue with Sky Q equipment.

[Paul+Dray]

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@KevNewMedia wrote:

Hi Everyone

We are aware that some Sky Glass and Sky Stream customers are experiencing issues with lip sync. We understand how frustrating this can be and are sorry for the inconvenience this has caused. We assure you that our engineers are working diligently to resolve the problem.

We are rolling out a software update, QS35, which has further improvements. This update is a gradual rollout and will continue over the coming weeks.

Thank you for your patience and for providing further feedback, to help us improve your experience.

I'll be marking this reply as the answer to the thread so more people see it.

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I'm one of the Sky stream customers that doesn't have this problem thankfully, but if I was 'further improvements' wouldn't give me a great deal of confidence. Just saying.