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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

 

Have a story you want to share with us? Send your Thanks to Sky here

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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 

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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 IanWhite This message was authored by: IanWhite

Audio lip sync problems

The lip sync on my tv is all over the place! It is so bad that I'm having to watch Freeview to gain any enjoyment at all...this negates any need to have Sky tv. I'm resolved to cancel my subscription at the end of contract . The severity of the problem varies between channels so any form of adjustment is pointless. The problem also varies from day to day. Has anyone got any suggestions? Or do I have to continue to pay for an inferior service? 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Audio lip sync problems

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

@IanWhite is this on a Glass TV or with a Stream Puck. If the latter how is the puck connected to whatever is producing sound. Glass normally doesn't suffer from lip sync where its own speakers are used but occasionally some channels can be poor. 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
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 IanWhite This message was authored by: IanWhite

Re: Audio lip sync problems

Good morning. The puck is connected direct to the tv via HDMI. 

 

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 IanWhite This message was authored by: IanWhite

Re: Audio lip sync problems

Does any one have any advice regarding the lip sync issue. It is almost impossible to watch and severity varies from channel to channel and time of day. Do I really have to endure this until my contract ends? Seems a bit unfair to have to pay for something that's below par and be without any form of redress

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
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