SKY STREAM - New software build QS021.005.00P caused new audio sync issue

[Daz+Jones]

My Stream puck was swapped out today. Efficient DHL service.

The new box was activated without issue and was up and running in no time. It initially updated to FW20 then updated to FW21 after being in standby for 30 minutes. After signing back into all the Apps (painful, there must be a way to simplify the process once one box is up and running), I now appear to have good audio from all streams. Of note, lip sync is near perfect without correction.

There is one fault though. With Digital audio output HDMI set to Auto, if I add a delay correction, the sound is muted until I return to the stream. 

To sum up, I think the old box was faulty because, with the latest FW,  the new one behaves differently. 

If you have an ongoing issue, it could be a hardware issue.

Daz

[Paul+Dray]

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@Daz+Jones wrote:

My Stream puck was swapped out today. Efficient DHL service.

The new box was activated without issue and was up and running in no time. It initially updated to FW20 then updated to FW21 after being in standby for 30 minutes. After signing back into all the Apps (painful, there must be a way to simplify the process once one box is up and running), I now appear to have good audio from all streams. Of note, lip sync is near perfect without correction.

There is one fault though. With Digital audio output HDMI set to Auto, if I add a delay correction, the sound is muted until I return to the stream. 

To sum up, I think the old box was faulty because, with the latest FW,  the new one behaves differently. 

If you have an ongoing issue, it could be a hardware issue.

Daz

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Thanks for the update on your situation @Daz+Jones 

Interesting. If the slight lip sync delay I'm noticing doesn't go away with the next software update I may get my puck replaced too. I don't suppose you noted down the model numbers that shows on the bottom of the pucks to see if there was any difference with the new one? Do they take the old one when delivering the new one? Or do you send back separately?

I will say that I noticed the other day when switching between different audio outputs in sound settings that at one point the sound stopped outputting until I changed the setting and back again..buggy!

[Daz+Jones]

Pucks were identical except for serial number. The swapping service is really quick and smart. Your brand new box is delivered by DHL and the old box, power adapter and remote are collected at the same time. From speaking to an advisor to receiving the new box..... less than 24 hours. 

I think FW21 is handling the audio portion of the stream differently to the previous FW. It may have something to do with possible solutions to many lip sync issues. 

Apple TV allows the use of an iPhone to calibrate both white balance and audio sync - very smart. 

Daz

[poli0131]

Similar problem on my Puck connected to NAD M51 DAC and Puck sound output set to PCM Stereo. Firmware version QS021.005.00.

Puck was working perfectly  fine untill the sound went weird after latest update - in most scenes the voices are extreamly muted and muddled, like coming from another room or sometimes complety absent, while other sound effects (explosions, background noises, etc.) are playing just fine. This only seems an issue with non-stereo content - all the TV channels that are brodcast only in stereo work fine.

I was getting a bit desperate, but then came across this post and set my Audio Delay to 0 and sound is back to normal . However as soon as I set any delay other than 0 the problem is back.

Judging from the symptoms - eg. some sound efefcts present while other missing or voices sounding like they are far away echos - seems like Puck is sending incorrect audio stream or incorrectly downstreams audio stream when Audio Delay.is set.

Hopefully this will be fixed soon because no ability to set audio delay is seriously annoying issue.

[Paul+Dray]

Definitely seems that something changed or has introduced audio issues for this latest QS021.005.00P update. 

[Krowb]

Hi, we had a new sky glass tv delivered last week and there is a problem with the lip sync not matching the words. I've tried numerous times to reach a representative but cannot get through. Any help?

[1st-Ade]

Yup, same issue in my sky stream. Unwatchable, and as you say, adjusting lip sync just makes it worse.

[Paul+Dray]

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@1st-Ade wrote:

Yup, same issue in my sky stream. Unwatchable, and as you say, adjusting lip sync just makes it worse.

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Yep that's because the issue is that the update has made the bitstream audio already delayed by I reckon about 60ms when no audio delay is added by the user (in other words set to 0). And of course you can only add to the delay rather than reduce it. PCM Stereo on the other hand is perfectly synced but of course then you get no digital surround.

[Pikman]

Just registering my annoyance too 😅

We have the same issue, only with surround sound, it's fine in stereo. Can't adjust the sync to fix as it's in the wrong direction. 

I wonder if it will be acknowledged and fixed 🤷‍♂️

[LloydBowater]

I recently had the sky pick and had to change the Audio setting to 20ms seems ok buttttt I have to unplug it every time I want to watch and reset it as it seems it don't save the settings or something . Hope they sort this out because it was my desicion to get this along with the broadband and I'm getting it in the neck off the misses !

[Pikman]

At least you can adjust it well enough, we can't as it's synced the other way. It needs a minus adjustment 😞

Good luck 😅

[Paul+Dray]

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@LloydBowater wrote:
I recently had the sky pick and had to change the Audio setting to 20ms seems ok buttttt I have to unplug it every time I want to watch and reset it as it seems it don't save the settings or something . Hope they sort this out because it was my desicion to get this along with the broadband and I'm getting it in the neck off the misses !

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Yeah I don't know what that's all about. Don't have that problem. Sounds like a separate issue to me than this recent audio delay on 0ms since the QS021.005.00P software build

[Tomo2188]

We keep having to turn tv off and back on when words don't match lips. It happens a lot when it's been paused, even on catch up not just live tv 

[Jason+Golding]

Glass/Stream can suffer with lip syncs issues. Turning the tv off at the wall - can help with this. There is  also a lip sync settings that can be adjusted within the UI menu. 

[Tomo2188]

I've tried all settings but nothing works