Lip Sync issues - Sky Stream

[Super+Anthony]

Was really bad on HGTV this evening!!

[MattCray]

Reading this with horror after we've just got one of these for my mother in law. It's great - but we are getting daily calls from her on Lip Sync issues. 

In trying to fix the problem (before we knew that this is a "known fault for two whole years!") we've ordered her a SONOS Ray bar - with has an optical connection.

Does the problem still occur on optical between the TV and the Sound Bar?

Also - some discussion about a workaround of changing the channel...is this pukka? ...she can do that no problem! 

[Matey22]

I think the only short fix is to tell her to scroll down to settings and then select Settings>System Management>Restarts and Updates> Restart 

It's easier to do this rather than turn off the power. She might need to do this once a day ? 

[Fothergill1]

@MattCray If the lip sync goes out simply flipping to another channel and back again almost always sorts it out (until the next time).  The updates currently rolling out are supposed to contain a fix for this issue.  I received the QS035 update for my puck about 10 days ago and so far have not had any more lip sync issues at all.

[kendoe47]

Hi, I initially found switching from a streaming app to a TV channel created lypsync problem. A quick change of channel removes the lypsync.

Also changing the sound output to passthrough or PCM greatly improves lypsync issues..

I have taken this problem to a higher level with Sky,s technical support team and they are aware of the problem. They have assured me that a software update is coming that will fix the issue.

[Anonymous]

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@kendoe47 wrote:

I have taken this problem to a higher level with Sky,s technical support team and they are aware of the problem. They have assured me that a software update is coming that will fix the issue.

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You'll be waiting a while then. We received that very promise (if you look back in this thread) months and months ago... so long that my contract has expired (and the issue popped up only a few months into it) and I've just gladly left Sky because of this very issue and their inaction on it.

[Paul+Dray]

My puck updated overnight to build QS035.013.00P.

I've not been a Sky customer who's had lip sync issues on Stream but thought I'd still just say that the software rollout has reached me. 
Not tested everything yet so hopefully no new bugs introduced in QS035.

[Super+Anthony]

Mine was updated today as well @Paul+Dray 

[Anonymous]

I'm also on QS035 and have had no lip sync issues since, early days but seems promising. Also the system feels snappier overall for me. 

[Paul+Dray]

A behaviour I've noticed just playing tonight with the updated software. This is with my usual sound setting of Passthrough set...

When I turn on a live channel and after about 4 seconds the usual (annoying) 'Watch from start' message prompt shows, the sound does what I call 'clips'..like a quick drop in sound. I wonder if this is some quick sneaky measure to resync audio & video?

EDIT: just gone through all sound settings to check this^ it only noticeably happens on Passthrough.
And the reason for that is as I've just noticed, when it does the 'watch from start' message after a channel change and the sound briefly clips  my amp is indeed showing that it's switching quickly to multichannel for that message and then back to whatever the program audio format is. So if you switch to a channel that is currently showing a program in digital multichannel audio the sound clip doesn't happen. Wonder why they've done this. Definitely a new behaviour.

[Super+Anthony]

I agree Sky need to way more transparent with us as customers and why they can't give us brief updates about the fixes rather than hide behind it all. It seems they don't want to as they don't want to show that the issues were indeed their fault

[DazLad1]

Sorry, not been on for a while. 

I've got fibre optic right to the house & it's the quickest that Sky do. 

I've tried to connect the puc with ethernet cable, but for the life of me, I can't get it to work. 🙁

I'm still getting all the same problems...eg. on Quest; if you just leave it to run, the voice goes out of sync...to the extent that the person will say something, walk out of the room & then you hear what they say...it's flipping ridiculous...& that's only a minor problem I have with Sky stream!

I seriously can not wait to be rid of Sky & never return to them!

[MattCray]

Thanks for all the replies - great to see so much engagement on this issue.

Does beg the question as how Sky have got the nerve to still sell this product - let alone charge existing customers for it - for 2 years while they've known about this fundamental problem.

So yesterday I went to my mother in Laws to install the new sound bar - Sonos Ray - connected optically. Much better that the sound bar she had - so a bit of credit in the bank for that. 

The lip Sync issue didn't happen when I was there - but we were flicking around channnels (it's all so new to her - she's 78) so I think we were inadvertently performing the workaround anyway. 

I did go there with the intention of trying to force a SW update - couldn't find that option - so checked the running SW version - and I THINK this is the latest and "fixed" one (QS035.013.00P - see pic) so I'm hoping that the issue may be resolved. 

Anybody else had this SW version installed and still have the issue?

[MattCray]

Here is the pic of the current software version on my Mother in Laws Puck.

 

[kendoe47]

Hi, My current system info:

Sky OS 1.3

Build version QS035.013.00P

Hardware model IP061-ef

UI version 1.37.3

Everything is still working OK.

• Just one little niggle the sound stutters now and again. I am no expert but I think Sky needs to look at replacing the puck for a new model.