QS025 Lip Sync Issues

[Padam_Padam]

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@Si99 wrote:

could it be as simple as arc vs earc and having the puck going into an hdmi earc device and not an arc device.....

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It didn't work for me. Both my TV and AVR are both eARC supported, and despite trying various high speed and certified HDMI 2.1 cables, it just couldn't maintain sync for any sustained period if switching between apps/formats. All other devices gave perfect sync at all times via the same eARC connection and could switch between Dolby Digital, PCM, Atmos, Dolby Digital+, DTS, etc without issue. 

[MarkGoldsmith]

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@Padam_Padam wrote:

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@TechMaster wrote:

I hate to be that guy - but I am not having any of these lip sync issues, however I do use a soundbar, if it helps anyone my setup is 

Sky Stream > TV > eARC > Soundbar

Sky Stream Audio set to Passthrough

eARC settings on my TV also set to passthrough

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What's the make/model of your TV and soundbar? It seems that it could be certain manufacturers' kit which is affected, as not everyone appears to have lip sync errors. 

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Certainly.

Also there were a couple of different lip sync issues. The most recent one that affected a wider range of customers does indeed appear to be resolved in QS028, but it sounds like the initial lip sync issue that some customers have long had issues with still remain and would certainly appear to be linked to specific hardware based on what people have reported on here.

[Littletaffia]

After a few weeks of lip sync being virtually nil it was back with a vengence on BBC1 and Amazon Prime. My connection is direct to my Denon AVR as are both of my blu ray players and Apple TV+. No problems with them. Frankly Sky Stream is rubbish.

[Super+Anthony]

Oh no. I will keep an eye on mine and report back. I have just been updated to 1.3 today and Q.28

[Caz64]

Mine tooo

all of the time

Tennis is impossible

films are a nightmare

Im going to have to cancel sky unless there is a fix

Also several times a day im told that there is no internet connection? really frustrating 

[Fothergill1]

@Caz64  As has been mentioned a few times in the thread SKy recommend changing your Audio setting to PCM or Passthrough whilst they find a solution.  The last update QS028 cured it for me but I am aware that this was not the case for all subscribers so I suspect it depends on individual setups.

[Littletaffia]

That's all very well to set your audio to PCM but really annoying when you need Dolby Digital Plus for an Atmos, not that Sky programmes are well endowed in that department, for an AVR connection. I don't bother with Sky any more for Netflix or Prime using either my Apple TV box or my TV itself.

[Caz64]

The PCM change seems to be working

i havent tried netflix yet

i dont have any other systems attached so fingers crossed it will fix things for our needs

[Daniel-F]

Hi everyone, 

Thank you so much for your patience whilst we continued to work on this with our support teams. 

Your constant discussion on this has helped a great deal towards getting this looked at 🙂

We are keen to hear from anyone  else still experiencing this lip sync issue on Sky Stream.

If you are still finding this is occurring can you reply back here with a date / time stamp example of when you've had the issue and what channel you experienced this on.

Marking this as the best answer on the thread (for now) just so new visitors to the thread can find it easilly 🙂  From the last Marked Answer as well, here were some workarounds.

Option 1: Change the Audio Output HDMI to PCM
Option 2: Remove External Soundbar/Speakers and use the TV Audio

Thanks,

[MarkGoldsmith]

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@Daniel-F wrote:

Hi everyone, 

Thank you so much for your patience whilst we continued to work on this with our support teams. 

Your constant discussion on this has helped a great deal towards getting this looked at 🙂

We are keen to hear from anyone  else still experiencing this lip sync issue on Sky Stream.

If you are still finding this is occurring can you reply back here with a date / time stamp example of when you've had the issue and what channel you experienced this on.

Marking this as the best answer on the thread (for now) just so new visitors to the thread can find it easilly 🙂  From the last Marked Answer as well, here were some workarounds.

Option 1: Change the Audio Output HDMI to PCM
Option 2: Remove External Soundbar/Speakers and use the TV Audio

Thanks,

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@Daniel-F  I actually had this issue crop up yesterday for the first time since the QS28 update. It was whilst watching something on paramount plus. The fix was to put the puck into standby for 5 seconds then turn it back on and it was all back in sync again. What I noticed was that once it went out of sync it would do this for all shows on all channels until I put the puck into standby.

[Littletaffia]

This is a joke surely?

The reason why people buy soundbars is to have a better audio experience than that afforded by the vast majority of ultra slim TVs that have mediocre to poor speakers built in. Now Sky's best advice is to forego using soundbars, I'll also assume that you mean those with AVRs for surround sound, to go back to the inbuilt speakers.

Here's the gauling bit though, subscriptions are rising in August. We'll be paying more for a worse experience. Perhaps Sky should be reducing the subscription until the issue is fixed for good.

[Deedee36]

@Daniel-F I'm getting this constant no matter what I watch if set to auto,Dolby digital or pass through the only fix for me is pcm 

[Fothergill1]

@Littletaffia Then use the other option of changing your audio setting to PCM.  This worked for me until I received the QS028 update and I haven't had any lip sync since.  At no time did I ever need to disconnect my soundbar.  Sky's suggestions are only temporary measures whilst they find a permanent solution.

[Lindy68]

Hello, for a few months now I have been having problems with lip sync. It does resolve the problem when I change from Auto to PCM.

I think Sky need to address this problem as a priority as I noticed lots of people are having issues with this.

[Dom35]

The only fix for me is pcm stereo - this sadly means my surround sound sytem can't be enjoyed to full effect . I have been usingbthis sound system with no issues with sky q qnd for at least 2 years with sky glass puk befire the lip sync started a few months back . Sky really need to sort this out - been a customer for decades paying them a small fortune !! It worked before so they should be able tonreverse this issue !