QS025 Lip Sync Issues

[Chloe-W22]

Morning all,

Our support teams have been investigating lip sync issues that may have been introduced by the recent software update. We believe we might have a fix for this but would like to test it.

If you would like to support us by volunteering to have the software patch sent to your Glass/Stream please private message me your MAC address (found in device Settings).

[Pukkajim]

Chloe I have sent you a dm to test this. 

will this roll out across all sky stream pucks?

[TechMaster]

I can confirm what others have said but using passthrough setting direct to tv hdmi>earc>soundbar seems to work fine, no sync issues witht that setup

[Peter682]

I changed the puck audio setting from auto to PCM STEREO, and now sync is fine no problem after 3 days..

[Steve888]

That's a workaround, not a solution. When you invest in audio equipment capable of Dolby Digital, you should be able to enjoy content in this format. 

[Fothergill1]

@Steve888 Your correct but if you look at yesterdays post 77 from @Chloe-W22 (Community Manager) she said it was only a workaround.  She also posted again today (post 98 above). I won't reiterate what it says but there is an option to participate in a solution trial if you are interested 😀 

[Paul+Dray]

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@Littletaffia wrote:

In view of the discussions over the last few days I thought I'd better check on the lip sync situation. I have my puck hard wired to the router and by HDMI to a high end Denon AVC. Lip sync has been a problem but became more stable a couple of weeks ago. On checking the sync is perfect. Even watching without the AV surround being used, it does go through the Denon when using the TV speakers and again no sync issues.

However when watching Ch5 earlier this evening the puck decided to go to BBC iPlayer and would not respond to any of the controls on the remote. I was about the disconnect it from the mains when it shut itself down and restarted. How's that for a curve ball!

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Sounds like you have things setup very similar to me. Puck > AV amp > TV. With passthrough on the amp handles the incoming audio stream, decodes it and all's pretty much inline. 

My puck crashed the other night too. Trying to rewind a program and it just went black.  Had to power off the puck myself though and back on. 

[Paul+Dray]

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@Steve888 wrote:

That's a workaround, not a solution. When you invest in audio equipment capable of Dolby Digital, you should be able to enjoy content in this format. 

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If you have decent audio equipment then you should really be using passthrough anyway as it should have better decoding ability than the puck. 

[LS3Capri]

Hahahahha. I literally lol'd at that 🤣. Absolute jokers. EVERYONE! UNPLUG YOU EXPENSIVE AUDIO EQUIPMENT IMMEDITALEY AND USE YOUR TV SPEAKERS! 👌 Who needs decent audio on films anyway 🤷. 

Are you guys going to refund/credit for inferior hardware/software? Doubt it. 

[LS3Capri]

Stop defending Sky for absolute cr*p software. You don't even work for them so why defend them? Do you get free sky or something for being a 'super user'?

[LS3Capri]

@Paul+Dray 

It still doesn't fix the issue. It slowly drifts out of sync or stops sending audio completely when you change channels (for me, anyway)

[Paul+Dray]

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@LS3Capri wrote:

@Paul+Dray 

It still doesn't fix the issue. It slowly drifts out of sync or stops sending audio completely when you change channels (for me, anyway)

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I don't know what message this is a reply to @LS3Capri  same as your 2 other above messages not sure who or what comment they are a response to. When you click on the reply button and it takes you to the reply form if you click on the " (quotation mark) symbol in the format icons above the typing box first it'll then put the message you are replying to in. Yes I know it should do this automatically like every other forum I've used but it doesn't so just have to get in the habit of clicking that " icon first before typing.

[Mike346]

Since installing my sky pucks the sound is out of synch with the lip movement on picture

[LS3Capri]

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@Paul+Dray wrote:

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@LS3Capri wrote:

@Paul+Dray 

It still doesn't fix the issue. It slowly drifts out of sync or stops sending audio completely when you change channels (for me, anyway)

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I don't know what message this is a reply to @LS3Capri  same as your 2 other above messages not sure who or what comment they are a response to. When you click on the reply button and it takes you to the reply form if you click on the " (quotation mark) symbol in the format icons above the typing box first it'll then put the message you are replying to in. Yes I know it should do this automatically like every other forum I've used but it doesn't so just have to get in the habit of clicking that " icon first before typing.

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@Paul+Dray 

Ah ha! Thanks for that. Terrible forum also. Im

on many different forums and none are as bad as this 🤣

I was referring to your 'passthrough' post earlier...  when I set mine to that, it slowly drifts out of sync until you change channels then back again, or sometimes just completely disappears. Have both TV and Puck set to passthrough on a Q990C

[Chris_Smith]

The only option in Sky Puck settings is to delay the sound even more (which obviously won't fix the problem). Can anyone help?