When watching programmes on Sky Stream the sound is out of sync with the picture.

[RForbes]

When watching programmes through the Sky Stream box, and this includes Netflix, the sound is out of sync with the picture.

I don't have this problem when watching programmes through my Fire Stick.

[MarkGoldsmith]

I've only seen this on the odd occassion on my Stream puck, but putting it into standby for 10 seconds, then turning it back on has solved the problem for me.

The other option to try is to unplug the puck for a couple of minutes.

[Padam_Padam]

@RForbes 

Seems to be a thing with Stream. Lip sync is very random for me too. Always has been. I've tried different combinations of TV brand, high speed HDMI cables, and audio formats. Sky are aware but have been very quiet with regard to any sort of fix. I personally have given up and now use my puck only for Sky content and use all the other apps on my Apple TV 4K box which has no trouble at all keeping everything in sync. 

[Luke831]

Massive problem with this,  it's infuriating to say the least. I've tried resetting,  directly plugging in with a hdmi cable, adjusting the sound delay but I just cannot get the picture and sound to match.  It's a ridiculous issue to have when the sound and picture is the very product we're paying for 

[Fothergill1]

@Luke831  There are multiple threads on this issue on the forum.  The problem has been ongoing for a while and many people, including me, found the last update (QS028) resolved the issue for them.  However this is certainly not the case for everyone.

Sky have suggested that as a temporary workaround whilst the find a permanent solution you try changing your audio setting to either PCM or passthough (see which one works best for you).  This can be changed at Settings > Picture & Sound > Digital audio output HDMI.

[W00d1e]

Hi, thanks for this. Looking through here it does seem there is an issue although i have only experienced no synch issues within the last few weeks. Strange there is a setting to "adjust" the synch in milliseconds, seems a bit hit & miss. PCM is much better but its not quite there but very close, thanks anyhow. 

[pdentity]

This is what I do at the moment and it works

[Trechs]

All it has proved, is that we're not getting a service we're paying for.

[WarrenBoz]

I suspect the issue is buffering. Your TV and Apple tv box have a memory to enable them to buffer a small amount of data before playback. The puck doesn't and is a direct link to the servers, so if there is any form of issue with the stream then sync issues occur. Fundamental issue with the Puck I suspect.

[Pirateles1079]

when watching 5USA law & Order Special Victims Unit the picture freezes and then the sound still carries on with picture frozen or it goes back to the when you turn on screen and when I try to pick the channel again it comes up with please wait until program loads, or there is a technical problem with this channel. 

[Fothergill1]

Hi @Pirateles1079 and welcome to the forum.  A restart of the puck will probably resolve the issue for you as it tends to clear software glitches.  It's certainly worth a try.

To do this go to Settings > System Management > Resets & Updates > Restart device (do not do a factory reset).  It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t panic when you first start the process.