Lip Sync issues - Sky Stream

[BenJoBanjo]

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@Paul+Dray wrote:

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@BenJoBanjo wrote:

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@paul+m1972 wrote:

I have noticed that when watching stream my TV info says 4k 50hz.

But when I have trouble with lip sync it changes to 4k 59.97.

A reboot takes it back to 50hz. Could this be the bug that's causing all the issues??

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Do you have judder reduction for apps turned on? That changes the output of the puck from 50 to 60Hz but should only affect the apps, not the live streams... unless it's not reverting back to 50Hz for the live channel streams?

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Good point though I've never known audio/visual sync issues based on this.
It would actually be good if the puck had a 'Match Frame Rate' setting like Apple TV and some other devices have. Not sure if the Judder Reduction is the equivalent of this or just a fixed 50/60hz feature. I presume all live content from Sky outside of apps is pre set to 50hz coming in to the puck. 

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Frame rate matching would be ideal but I doubt we'll ever get it on a Stream puck. Judder reduction is just a 50/60hz switch. 

You are correct about the live streams - they are all fixed at 50Hz, the standard UK broadcast rate. 

[charliedawg]

Hi there -after a year of Sky Stream lip sync issues I have finally reported Sky to CISAS ( Communication & Internet Services Adjudication Scheme).  If anyone has had experience dealing with CISAS, I would be interested to hear how they got on.  It seems like it takes up to 6-8 weeks to get an adjudication so I will report back to the forum as and when.

[cynonvalleyboy]

@charliedawg 

It will be interesting to hear how you get on. All the best 👍 👌 

[Ian_Boxgrove]

I'm on QS034 so no roll out for me yet! I've  found that if I am watching SkyF1 UHD on Ch 406 and the audio is leading the video by 4-5 seconds(!) a remedy is to switch to CH 902 for a minute or so and then go back to CH 406. This often brings the video back in sync, although it will, more often or not, revert to out of sync at the ad break! Noticable on the Audi logo. Something within the puck can't cope with the bit rate change of that logo. As you say the price jump next month is something Sky ought to revue in light of the ongoing issues? It is arguable that the UHD F1 service is not fit for purpose.

[Super+Anthony]

@charliedawg Keep us posted but good luck with it all

[charliedawg]

Thanks Supr + Anthony, here's hoping!  I will let folks know how I get on (or don't get on!).

[Caz8154]

I am a new customer went live Tuesday 25th march I have sound sync problem why wasn't I given the new upgraded puck 

[JeffGall]

@Caz8154 

This is just a Sky community,  Sky staff seldom answer questions on here.   But you are correct,  they shouldn't be sending out hardware with know issues.   I would contact support directly 

[AndrewF_UK]

@Caz8154 there's no hardware upgrade, it's a software update that's being rolled out and you'll have it once it's ready. It looks like for pucks the rollout is either very early days or not started yet.

[charliedawg]

Hi Caz8154

I have recently complained to CISAS that for a significant number of users the Sky Stream puck is not fit for purpose because of the well-known lip sync problem.  Once this is adjudicated upon, I will let the forum know the result - could take 6-8 weeks.

[BC1956]

Yep Sky have caught you as well, this issue has been going on for over a year get out while you can. Incidently you need to direct your complaint to Sky direct, Sky do not monitor/respond on Communities for some reason.

[Fothergill1]

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@Stephen+Mourton wrote:

@AndrewF_UK   Thank you for the reply, although I do understand the principle you mention, however Glass and Stream are the same except we don't have the TV, so it will surely have already been rolled out to well over 5% of the customer base and if as @KevNewMedia says it is a fix then they know it works, so why can't it be express rolled out to the rest of us, or am I missing something?

Edit. I have just seen @MarkGoldsmith  reply which cam in while I was typing, but still wonder why it can't be rolled out more quickly.

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Hi @Stephen+Mourton The good news is that the QS035.013.00P update started rolling out last night for Stream pucks.  My puck updated last night but it is too early to see what improvements it will bring.  I have my fingers crossed that the WFS and Lip Sync issues will be resolved. 🤞

[Matt+Nunns]

Wow, Sky F1 drivers conference live now and audio is out by at least 5 seconds. Probably more like 10, it's like a comedy overdub sketch. Changing channel and going back again fixes it. Really not good enough Sky!!!!!

[Cleocleocleo]

They rang me yesterday to say 35 has been rolled out to my puck and that fixes it.  I am not at home this week so I'll check tomorrow.  Skygo on the iPad had lip synch issues yesterday so.......

[Super+Anthony]

Still awaiting my update!!!