Lip Sync issues - Sky Stream

[Paul+Dray]

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@Bluegiraffe wrote:

I would assume the video and audio are a mixed  stream. The video and audio is decided at the same time and 'should' be in sync if they were in sync when encoded. 

There is possibly a drift because samples are being dropped when decoding.

If channing channels fixes the issue, the problem is not the connection, it's possibly the decoding of the stream on the puck. 

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I don't know who your replying to here but if it's me I'm not talking about lip sync here I'm specifically referring to a complete loss of connection / channels as referred to here:

@red_snow wrote:

All channels just died again for me ..... Please wait while your program loads, and then after trying a few channels, there is a technical fault!!

All other household streaming devices fine.

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[SiInWales]

When can we expect an update? I filled in the form but have not received any feedback. 

[JeffGall]

Same,  I filled it in within a few hours of the request but not had any feedback and things haven't changed either they may be working with skeleton teams.  Hopefully they will respond tomorrow when they are back in work

[Bluegiraffe]

I'm replying to the other 840 posts that are about lip sync as per the thread heading 🙂

[Leanne136]

Same thing keeps happening to me. Extremely frustrating!!

[Paul+Dray]

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@Bluegiraffe wrote:

I'm replying to the other 840 posts that are about lip sync as per the thread heading 🙂

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Oooo well excuse me 🙄

I think you'll find despite the thread title many different things have been discussed within.  Some people it seems think the problems they are experiencing are the same for everyone...except it's not. Not even amongst this forum which is a grain of sand among the mountain of Sky Stream customers. So it's clearly a little more complicated than you may want to accept. 

[baccattack]

Hi, just thought I'd share my recent experience.

I've had niggling issues before now but it came to a head while watching the world darts championship.  I'd have it on and then notice for no apparent reason the sound was suddenly one-two seconds ahead of the picture. Paying more attention in the latter stages of the tournament I realised it was doing this as soon as the coverage went to an ad break. Tonight I've had the same issue on the NFL, including after a full reset of the puck as advised by customer service. Although on the past couple of ad breaks it's behaved itself.

My puck is connected to a Marantz AVR via HDMI and to my internet router via ethernet cable.  No audio delay set on either device.  Just filled in the form.

[Paul+Dray]

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@baccattack wrote:

Hi, just thought I'd share my recent experience.

I've had niggling issues before now but it came to a head while watching the world darts championship.  I'd have it on and then notice for no apparent reason the sound was suddenly one-two seconds ahead of the picture. Paying more attention in the latter stages of the tournament I realised it was doing this as soon as the coverage went to an ad break. Tonight I've had the same issue on the NFL, including after a full reset of the puck as advised by customer service. Although on the past couple of ad breaks it's behaved itself.

My puck is connected to a Marantz AVR via HDMI and to my internet router via ethernet cable.  No audio delay set on either device.  Just filled in the form.

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Just curious with that setup what you have the puck setting: 'Digital audio output HDMI' set to in the Picture and Sound section?

I'd recommend 'Passthrough' with your Marantz AVR handling the audio stream. 

[Bluegiraffe]

Well, you did ask.

Posting a different question or commentto the relevant discussion is a dlsure way for it to get lost and not addressed is all.

:shrug

[Trickydicky51]

I would suggest that this thread has served its purpose in highlighting the issue, and it is not useful for more customers to continually add similar posts on here. There is no response from Sky on this forum - it is not part of their normal customer support process. Their 'answer' is to tell people to complete a form with details of individual incidents, that they say will be passed to their support people to help resolve this. I would suggest that we stop putting any further comments on this thread, and swamp their system by completing the incident form and/or raising formal complaints, and hopefully something will be done. Hopefully they will update the puck software to include buffering of the data flow as I recommended in comment 790, as I am convinced that will resolve most if not all the issues.

To the moderators - I am not breaking rules by putting these comments here - I am recommending customers follow the customer support processes instead of just adding further posts on here.

[Paul+Dray]

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@Bluegiraffe wrote:

Well, you did ask.

Posting a different question or commentto the relevant discussion is a dlsure way for it to get lost and not addressed is all.

:shrug

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Firstly I was actually replying to someone's comment that didn't mention lip sync. Also this thread is made up of different started threads that have been combined under this one title. 

[Paul+Dray]

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@Trickydicky51 wrote:

I would suggest that this thread has served its purpose in highlighting the issue, and it is not useful for more customers to continually add similar posts on here. There is no response from Sky on this forum - it is not part of their normal customer support process. Their 'answer' is to tell people to complete a form with details of individual incidents, that they say will be passed to their support people to help resolve this. I would suggest that we stop putting any further comments on this thread, and swamp their system by completing the incident form and/or raising formal complaints, and hopefully something will be done. Hopefully they will update the puck software to include buffering of the data flow as I recommended in comment 790, as I am convinced that will resolve most if not all the issues.

To the moderators - I am not breaking rules by putting these comments here - I am recommending customers follow the customer support processes instead of just adding further posts on here.

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There will be a buffer already. They could increase its size though of course. Whether that will involve new puck versions or not I don't know. 

[P11RAR]

I've been having this issue too, although I've found it specifically related to BBC channels. I can switch to ITV and the sound is fine. Most of the time other channels don't have any issues. Occasionally I'll get a technical fault message, but seems to rectify itself after a minute or so. Puck is connected via Ethernet. 

Although inconvenient, I've found restarting the puck fixes the issue, albeit temporarily (usually a day). I noticed my firmware recently updated, but haven't noticed it fixed this issue in particular. As mentioned earlier in another post I think this is a buffering issue and/or a problem with dropped packets as I can see on my router that there are dropped packets being reported. Restarting probably clears memory in the puck? No issues with using apps on the puck or watching Sky content from the cloud.

Obviously there's some teething problems with the software. I believe the pucks are hardware developed by a company Comcast in the US uses. I'm interested to see if US users have similar issues with their respective providers. 

[Super+Anthony]

I spoke to a very helpful Sky member yesterday and the individual positively is going to talk to the appropriate team about all the issues we are having e.g. freezing etc. Let's hope this could lead to something. Maybe a new enhanced puck, let's be positive. I think the person took on board why it's not the ISP or network

[Pikman]

I went through that process a year ago too (it's in this thread somewhere).
So far, no improvement - don't waste too much time hoping for a fix 😉