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Discussion topic: QS025 Lip Sync Issues

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This message was authored by GD1 This message was authored by: GD1

QS025 Lip Sync Issues

Posted by a Superuser, not a Sky employee. Find out more

Thread title created to reflect current issue

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.


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This message was authored by Chloe-W22 This message was authored by: Chloe-W22 Answer

Re: QS025 Lip Sync Issues

Posted by a Sky employee

Good morning!

 

We have identified a workaround for issues with lipsync:

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

Chloe-W22

Community Manager

 

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This message was authored by iretteri This message was authored by: iretteri

Sky Stream Lip Sync

Hiya. I've not had sky stream long and I am not liking it at all. I keep getting lip sync issues. I have done everything that is suggested. Go to settings -sound -digital audio delay. I've switched the puck off and on at the mains. Still an issue. Very annoying. I'm hating sky stream. Wish I still had sky Q. No issues with that. Are the lip sync issues going to be sorted does anyone know. ? Or is it something people will have to put up with. At this present time I don't rate this product at all. It appears I'm not the only one. Lots of people complaining about this issue. 

This message was authored by Jporch316 This message was authored by: Jporch316

Re: Sky stream lip sync

Posted by a Superuser, not a Sky employee. Find out more

@iretteri 

Seems to affect certain tvs 

 

quick fix is to go into sound settings and change the sound to stereo 

——————————————————————————
43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. Gibson les paul tribute. Gibson les paul junior. Fender telecaster. Epiphone billie joe .. rock on
This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Sky stream lip sync

@iretteri 

My puck is pretty random with lip sync too. Some days it's fine, others it's a few frames out on one app but fine in another. At other times it seems impossible to keep in sync on anything. 
The best advice I can give is to make sure you have all picture processing turned off on your TV for the HDMI input the puck is attached to. If there is a game mode or low latency mode on your TV try selecting that. Doing this seemed to help a little for me, but TBH I just tend to use my TV apps or Firestick for a lot of stuff now - they don't struggle with maintaining lip sync, it's just the puck. 
I've tried two different brands of TV too and it's the same on both. Not great. 

This message was authored by Capt555 This message was authored by: Capt555

Re: Sky stream lip sync

I had the same issue. I knew it wasn't my setup because everyday was the same. Would start OK then throughout the day would get worse and worse. 

I had to fight for weeks to get sky to send a replacement puck. 

New one was fine. 

I wish I'd never changed to Stream. It's awful. 

This message was authored by Rastrolex This message was authored by: Rastrolex

Re: Sky stream lip sync

I get the same and we shouldn't have to dumb down quality settings to get what we paid for.  

As soon as my contract is up I'll be cancelling.   Apart from a few Sky specific channels I can get what I need streaming or catchup on my Apple TV.

 

This message was authored by gszab1 This message was authored by: gszab1

Re: Sky stream lip sync

Try to set the "Digital audio output HDMI" setting to passthrough.

This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Sky stream lip sync


@gszab1 wrote:

Try to set the "Digital audio output HDMI" setting to passthrough.


Tried that. Doesn't make any difference. 

I just happily use apps on other devices now (which have no trouble with sync) and only use the puck for the odd bit of live TV and Sky on demand. 

This message was authored by Exiled-in-HH This message was authored by: Exiled-in-HH

Re: Sky stream lip sync

@Padam_Padam have you considered to Sky's budget service NOWTV ... Entertainment&HD £5.99 with discounts ... good saving on Sports😉

Exiled in HH
This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Sky stream lip sync


@Exiled-in-HH wrote:

@Padam_Padam have you considered to Sky's budget service NOWTV ... Entertainment&HD £5.99 with discounts ... good saving on Sports😉


I already have it. Not interested in sports but I have Entertainment at £2.99pm and Boost at £3pm. Works much better than Stream on my Apple TV 4K box with no lip sync issues whatsoever. Stream will be leaving us soon - it's over-priced and under-powered. 😁

This message was authored by Kelsingra This message was authored by: Kelsingra

Re: Sky stream lip sync

Posted by a Sky employee

Hey all,

 

Thank you for joining the Community Forum and let us know about the lip sync problem on the Sky Stream.

 

Our Specialist Team is looking into it, and we would appreciate if you could provide us more information.

 

It would be a big help if you could provide us the following details:

  • your TV's brand and model
  • how often does the lip sync issue happen
  • when did it happen last time
  • what content were you watching
  • exact time stamp when it happened would help a lot

Thanks,

Fanni
Community Moderator
This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Sky stream lip sync


@Kelsingra wrote:

Hey all,

 

Thank you for joining the Community Forum and let us know about the lip sync problem on the Sky Stream.

 

Our Specialist Team is looking into it, and we would appreciate if you could provide us more information.

 

It would be a big help if you could provide us the following details:

  • your TV's brand and model
  • how often does the lip sync issue happen
  • when did it happen last time
  • what content were you watching
  • exact time stamp when it happened would help a lot

Thanks,


It's basically at any time on any app or live channel stream. It can be in any audio format, stereo, 5.1 or Atmos, with audio output set to Stereo, DD or DD+. 
My last instance was last night at around 10.15pm,  switching from a 5.1 Netflix stream (more or less in sync) to the BBC1 live channel stream in stereo (about 1 second out of sync). 
I've tested this extensively over the past few months on a Panasonic JZ1500, Samsung RU8000 and LG UR78 TVs with similarly unpredictable results on all three, whether connected directly to the TV or using ARC or eARC to a Denon AVR. Lip sync varies on a daily/hourly basis. There is no stability. 
I experience no lip sync errors when using and switching between apps on a Firestick 4K or an Apple TV 4K box, therefore I conclude that the Sky Stream puck is just simply no good at maintaining a stable a/v sync. 

This message was authored by Si99 This message was authored by: Si99

Re: Sky stream lip sync

I had this issue particularly on uhd sport but I seem to have solved it by changing my set up

 

Set sound to pass through in sky stream setting , connected  the puck into my soundbar hdmi in port  then arc out of soundbar to tv . this meant sound processed by soundbar first sending picture signal to tv. I also ensured humid cables are latest "ultra high speed"

This message was authored by No10 This message was authored by: No10

Re: Sky Stream Lip Sync

We have had sky stream for at least 6 months now.  Lip syncing hasn't been a problem until this week.  Now every day, it is a problem.  The longer you watch then the more out of sync the television gets.  
It can be temporarily fixed by unplugging the puck and restarting.  Even then it might be a fraction out, but after a few hours, the synch goes again.

 

The fact that it has worked for months for a long time would suggest it's not a problem with my television set up.  Either the puck has developed a problem, in which case I need a new one, or the issue  has been introduced by a software update.

 

Not very good really.

This message was authored by AshleaStone This message was authored by: AshleaStone

Voice not in sync with picture

The voice on my sky puck doesn't match picture

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