Sky Stream sync

[EJK]

We have fast fibre broadband and line in Jersey Channel Islands so broadband is provided locally. We have two issues with our Sky Stream

- The lip sync has a terrible delay.

- when opening Netflix we get audio and no picture and have to unplug the puck one or two times and wait for the whole thing to reboot and hope it opens correctly. 

[Fothergill1 · Accepted solution]

Hi @EJK .  I am also in Jersey and we are very lucky to have fast AND stable broadband.

The lip sync issue has been ongoing for a few months and Sky are working to find a permanent solution.  They recommend as a temporary fix that you change your audio settings to PCM or Passthrough (see Settings > Picture & Sound > Sound > Digital Audio Output HDMI).  My lip Sync issue was resolved by the last update (QS028) but this has not not been the case for everyone.

With regards to your Netflix issue have a look at the following link to see if there is anything to help you: https://help.netflix.com/en/node/95  The problem appears to be related to HDMI but is not something I have experienced.

You could also search this forum using the search box at the top of this screen.  I have seen others complaining about the same problem.  Here is just one thread relating to sound with no picture.

Good luck.

[EJK]

@Fothergill1 

Hi thank you very much for the great advice. It is so annoying that this is obviously a known problem. For the audio synce issues using Settings at the bottom of the Home Screen the advisor suggested we settings/audio/ changed the Audio to 400ms, it improved but didn't resolve it. He then suggested a change away from HDMI settings/sound/ select option away from HDMI to, is it RS Or PSM as suggested by you and it worked after a few refreshes .
For Netflix issue he suggested we change the HDMI cable to see if that would fix the  audio no visual issue on opening,, it didn't. So we did the usual unplug, re boot, select updates etc. Eventually he did something his end after we were also told to unplug etc and he has said we need a new PUC , which required form filling and a doorstep swap whenever it gets out for delivery to our beautiful island! 

As usual SKY transferred the account to Stream, I was happy with my SkyQ box! It's so difficult to contact them, that this issue has been going on for months and I had to work up the patience and find the stamina in order to call them! Today I got away with only two calls to them the longest being 1 hour 10 mins 🤯

Thank you for your gratefully received advice! 

[MonkeyFeet]

How did this get set as the "Answer"? It's not solved the problem? Surely it should remain unanswered while sky allegedly work on a fix. This issue has been around for over a year so I doubt they are working on a fix. 

I have sky glass TV in the bedroom and lip sync is fine. However, on the puck in the lounge, the lip sync is terrible. PCM works but is not an answer. I pay for Dolby Atmos and effectively don't get any benefit from it. All other sound settings other than PCM are out of sync. Having had a quick Google about this, there are loads of sky community threads with no solution.

A while ago, there was a firmware/software update where Passthrough and Dolby sound settings worked (briefly). When they did work and you changed channel, there was a long pause in sound coming on (about 3 seconds). I didn't mind this as at least the sound was Dolby and the lip sync matched. Since then, all software updates have the sound and picture appearing at the same time when switching channels but the lip sync is out. The delay setting that you can apply doesn't work as the delay is the other way round meaning that it just makes it worse. Any ideas?

[MonkeyFeet]

Please ignore my last post. New to posting on the community and can see that there are several other threads. Some "answered" some not. I've just lost patience with paying for Atmos and not getting it. Phone call to sky tomorrow it is then. Will switch back to sky Q. 

Sky puck is a good concept but I'll give it a miss while it's still in the guinea pig stage. 

[TimmyBGood]

@MonkeyFeet 

For information: the initiator of a thread can choose to mark any post in it (even their own question) as 'the answer'.

Superusers and Sky staff can also mark posts as an answer, but tend to be rather selective about doing so.

In rare cases a Sky staff member will use the answer tag to promote a particular post in the thread to a prominent position even when it isn't technically any such thing: where there's an information point which needs to be made more obvious, for example, or a request for additional information from users.

[MonkeyFeet]

Thanks for the info. Seems a bit silly but then again so is the sky stream so what else should I expect. 🙂

[TimmyBGood]

@MonkeyFeet 

It's a function of the forum software, and that's not a Sky product.

https://khoros.com/platform/communities