Sky puck lip sync issue

[Badger555]

Had sky puck for 2 days, the lip sync on all channels is terrible, no matter what output Auto, PCM or Passthrough.  The MS adjustments are positive only and make the sync worse, would require a negative value to align picture to sound.  Have followed all the sky recommendation, i.e. turn off and rest the Puck, s=change volume and sync setting.  

Anyone else had the same issue and managed to resolve it?

[Jones_The_Cat]

@Badger555 

How is your puck connected to your TV? Do you have a soundbar or AVR? How is it connected? 

[Badger555]

Connected to a Bose 500 sound bar amd HDMI through the ARC connection so that the sound bar is controlled hy the TV control and has ATMOS feeds to it.  This config worked withiut issue in Sky Q for years prior to switching to Stream.. 

[Jones_The_Cat]

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@Badger555 wrote:

Connected to a Bose 500 sound bar amd HDMI through the ARC connection so that the sound bar is controlled hy the TV control and has ATMOS feeds to it.  This config worked withiut issue in Sky Q for years prior to switching to Stream.. 

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The Bose 500 does not support Dolby Atmos, only Dolby Digital. 
An eARC connection is needed to pass Atmos from a TV to a soundbar or amp, standard ARC does not have sufficient bandwidth. 
Make sure you are using high speed HDMI cables of the same specification for both parts of the chain, ie puck>TV and TV>soundbar.

Alternatively, try using an optical connection from your TV to the soundbar. This will pass Dolby Digital 5.1 audio (which the Bose 500 supports) and is less likely to have sync issues. 

[Exiled-in-HH]

Certified 2.1 HDMI cables cost only a little more than high speed cables... you'd be better off in the long run😉

[Littletaffia]

I had the puck towards the end of last week. Set it up and used the UHD version of True Detective Season 4 to adjust the lip sync with my Denon AVC-X6500. That was set at 80ms, same as I did with SkyQ. Last night watching Kin on iPlayer I had to max out to 200ms. I find lip sync problems very annoying.

On the plus side the image quality is far in front of SkyQ, far less macro blocking on 1080 images. However it's the lip sync that could kill it for me and I'd have to return it and then I'll probably cancel Sky TV completely. No such problems with the excellent Apple TV+ which is also easier to navigate.

[Nigelb1972]

The audio sync issues isn't a fault with the Puck, it's an issue with the sound and video being decoded by the audio device by old technology standards.

This has been resolved in the eARC connectivity standards meaning that use of eARC as the connection method will keep audio and video in sync. Use HDMI 2.1 cables though as they support a higher bandwidth otherwise you could get audio drops as good quality Atmos and UHD will use low compression for a better sound and video.

Netflix use heavy compression but Sky and AppleTV don't so Netflix will play fine but audio drops may occur on Sky and AppleTV content 

[Padam_Padam]

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@Nigelb1972 wrote:

The audio sync issues isn't a fault with the Puck, it's an issue with the sound and video being decoded by the audio device by old technology standards.

This has been resolved in the eARC connectivity standards meaning that use of eARC as the connection method will keep audio and video in sync. Use HDMI 2.1 cables though as they support a higher bandwidth otherwise you could get audio drops as good quality Atmos and UHD will use low compression for a better sound and video.

Netflix use heavy compression but Sky and AppleTV don't so Netflix will play fine but audio drops may occur on Sky and AppleTV content 

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I'd have to disagree.

I've tried my puck on two different brands of TV, connected via certified HDMI 2.1 cables and sync still changes on a random basis on different apps. This is using the TV speakers, so no additional audio processing hardware involved. 

When connected to my AVR via eARC from my OLED TV, the same sync issues occur. Lip sync varies between live channel streams, and third party app streams, be they in stereo, 5.1 or Atmos.

These issues do not occur when an Apple TV 4K box is connected using the same HDMI cable to the same HDMI port on the TV or when using an Amazon Firestick. In those instances, audio from Netflix, Disney+, Prime Video and Apple TV+ all pass through in sync. 

Sorry, but I only have a/v sync issues with the Stream puck.  

[Littletaffia]

I don't know if this reply is direct at me but the lip sync issues is down to Sky and not the connected equipment. I have Apple TV+, a Pioneer UDP-LX500 and Denon DBT-3313, which is the oldest bit of kit, connected by the correct HDMI cables, 2m maximum run to my Denon AVC-X6500. All work perfectly, no sync issues, or drop outs. Obviously the audio is superior on both the players being HD quality.

Sky are so far behind the curve when it comes to programming in UHD and Atmos that I have to wonder if it's really worth paying for let alone have quality issue.

[Scott7676]

Hi, i can confirm that Earc and leads doesn't make a difference, it's still the same however the setup. 

[GeordieJD]

I don't know if this is stll an open discussion but I've had Sky Stream for about 18 months. It has been excellent until this week. 

I used the suggested corrections yesterday (switch everything off and restart) and that resolved it. The issue is back again tonight. 

I don't have a soundbar, I have SKY Broadband and Stream. It hasn't been a problem until now. Sound is probably 1 second out which is really annoying!

[Scott7676]

Hi, i figured out my issue was the optical lead from TV to my home cinema, I plugged the sky box into the home cinema system instead via hdmi and used pass through, it's now fine, if it's doing it whilst directly plugged into the TV and you're not using a home cinema system then maybe have a look at the sound settings on the TV. See if there's options for pass through or audio delay. 

[GeordieJD]

Thanks. Very helpful.  I'll give that a go but it wouldn't explain why it's just started after 18 months and has never been an issue before. 

[GeordieJD]

Sorted - thanks for your suggestion

The TV was switched off at the mains while I was away for 10 days. It had defaulted back to set-top box Input (the setting before I changed to Sky Stream). Two clicks of the button resolved it - but mainly your input. Much appreciated 

[Steve888]

Hi everyone,

I recently set up my entertainment system with Sky Stream, but I'm facing an audio sync problem – the audio is slightly ahead of the video. I've tried adjusting the audio settings within Sky Stream, swapping HDMI cables, and tinkering with my TV's settings, but nothing seems to resolve the issue. Unfortunately, Sky Stream doesn't allow for negative audio delay adjustments.

Here's my setup:

TV: Sony KD-55X8509C

Sound: Sonos Beam Gen 1

Streaming device: Sky Stream

Has anyone experienced similar issues or have any advice on how to fix this? Any suggestions would be greatly appreciated!

Thanks in advance!