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

[Paul+Dray]

Just watching the snooker on Eurosport 1 and it's a good example of seeing how the audio is delayed when no delay is added by the user (0ms). The sound of the ball being hit by the cue comes late

[1st-Ade]

If not already set, try changing puc audio output setting to PCM.

This avoids data processing you get with auto, and Dolby settings.

Had improved things for me, although still not perfect 

[Paul+Dray]

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@1st-Ade wrote:

If not already set, try changing puc audio output setting to PCM.

This avoids data processing you get with auto, and Dolby settings.

Had improved things for me, although still not perfect 

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This has already been discussed in this thread. PCM Stereo isn't delayed as you say but of course it's just stereo sound not Digital Surround. 

[Addie15]

Hi there, @Tinamerlin. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[1st-Ade]

Ok, understood.  

It's a shame that sky have restricted the uncompressed PCM format to stereo only as it is capable of carrying up to 8 uncompressed channels via HDMI and 2 via optical connection. 

[Paul+Dray]

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@1st-Ade wrote:

Ok, understood.  

It's a shame that sky have restricted the uncompressed PCM format to stereo only as it is capable of carrying up to 8 uncompressed channels via HDMI and 2 via optical connection. 

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I know crazy right. The fact there is only HDMI and no optical/coaxial output on the puck makes it even dumber to limit PCM to 2 channel stereo. 

[1st-Ade]

In order to satisfy sky that I had tried everything, I had my puc replaced today.  Unfortunately exactly same issue remains in the new replacement puc 

[Paul+Dray]

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@1st-Ade wrote:

In order to satisfy sky that I had tried everything, I had my puc replaced today.  Unfortunately exactly same issue remains in the new replacement puc 

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Sorry to hear that but good to know thanks.

It's so obvious it's an introduced software fault/bug with the amount of people having same issue

[1st-Ade]

Just got off phone from sky to report the issue is still present.  Have referenced this thread sontjeybcan review comments and the sky rep will be passing it on to the gsp team. Or was it SGP.  Must.be the later, sky glass puc or something like that. 

[Pikman]

There was also an offer earlier to roll some of the pucks back to an older version. Maybe find that and ask?

We are just using Netflix etc through the TV until it's sorted 🙈

[Greenfingers001]

We are still looking to help you @Tinamerlin . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Jaybee2]

I've had Stream for several months and I've had nothing but problems with the audio.

I get lip sync issues with Auto, Dolby Digital Plus, Dolby Digital.  Rather than a digital audio delay, I need an audio speed up!

I get sound interruptions and stutters when the programme switches between the main programme and the adverts.  I sometimes get it when it switches between adverts.  Video is fine.

I sometimes completely lose the sound when it switches from the adverts to the main programme. The only way I can get it back is to switch to another channel and then back again.

I have FTTP with 145Mbps.  The Netflix speed check on the puck is 88Mbps.  The puck is connected to the router via an Ethernet cable.

I've changed the HDMI cable, the Ethernet cable and Sky have sent me a new puck.  I've tried every TV HDMI socket.  I've disconnected my Sonos system so I'm just using TV speakers.  Nothing works.

I'm left thinking this is a problem with PlusNet (but I don't have problems with AppleTV puck or FireTV stick) or my Sony Bravia Android TV.

Is anyone else seeing these problems and, if so, which broadband provider and TV do you have?

[UnrealityTV]

@Jaybee2 

Yes! I've had odd audio issues with my puck over the past year too, including the drop-outs on ad breaks. 

It does seem to struggle to maintain lip sync too. Some days it's fine, other days it's off by a few frames. There's no rhyme nor reason to it and it's very irritating. 

Like you I've got very stable broadband - 1Gbps FTTP from Hyperoptic. I've tried WiFi and ethernet but it seems to have no bearing whatsoever on the lip sync, so one can only assume that it's the hardware itself that sometimes struggles. I've tried passthrough, DD, DD+, PCM but none of them seem stable. 

It's a real shame as I like the idea of Sky Stream, but as I've been saying on another thread, my patience is wearing very thin with it. 

[Nigelb1972]

For reference my Puck is HDMI to the TV and then eARC out to the soundbar. The only audio drops I get is when it's changing audio format during ad breaks and it's for a fraction of a second and all audio stays perfectly in sync as this is a requirement of eARC. 

I did get Audio drops on Atmos with AppleTV, Prime and BT Sport Ultimate on BT TV but this was isolated to a bandwidth issue and swapping to a HDMI 2.1 for eARC solved this. 

My suggestion is if you can go for eARC, do it because it solves a multitude of audio issues on various platforms. 

[Jaybee2]

@Nigelb1972

Thank you.  I will try that.

I get the problems even when I'm not using the soundbar and just using the TV speakers.

It does seem like the puck can't cope with the change of audio formats.  It should be seemless but it isn't.  A small audio interruption I could put up with but when I lose sound completely then that can't be right.