Audio sync problems.

Hi @bobboydmoore, Thank you for reaching out and welcome to the community. Sorry to hear about the audio sync issue that you have with your Sonos system. So that I can further check the status of your system, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Weird, this is the opposite to the usual problem: audio delay is usually zero on optical inputs, and on TVs with bad software, audio delay is present on HDMI-sourced audio.

Are both TVs running the same firmware version, and have the same source devices?

Hi, they are exactly the same model TV. The Playbar system is connected to the main Infinity cable box, the Beam system is connected to a smaller box. The sync problem is intermittent, which makes it even more confusing. 

Also, Simon, where do I find the confirmation number? Thanks, Bob. 

Hi @bobboydmoore, thanks for the update. About your concern, after you submit a diagnostic report, there will be a diagnostic confirmation number that will show on your screen, that will be the confirmation number.

Please, feel free to let me know if you require any further information.

We're here to answer any further questions you have.

Hi again: 2016887476

Hi @bobboydmoore, thanks for the update and for sending a diagnostic report of your Sonos system. No issue was found in the Audio and sync output on the diagnostic information. Have you tried to check the advice of @controlav if the TV is running the latest firmware version? Also, try to do a reboot or power cycle of HDMI powered box and Sonos speakers that you have. (unplug it for 1-2 minutes from the power source and plug it back in.) Is it happening on all kind of contents, TV, music, streaming? After doing the reboot, Kindly check this article about Audio and video out of sync for re-adjusting the sync of the speakers to the TV.

Please, feel free to let me know if you require any further information.

We're here to answer any further questions you have.

Ok, thanks. I will try those fixes. In answer to your question, it seems to be in sync sometimes and not other times, which makes me think it might be a cable issue? I’ll let you know what happens. Thanks Simon. Best, Bob. 

Hi @bobboydmoore, thanks for the update. Kindly update us on what happened after those troubleshooting steps, and If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Hi Simon, well I rebooted everything and the delay is still there. Very frustrating!

Hi @bobboydmoore, thanks for the update. I apologize that it’s still not working since we already did some troubleshooting and the issue persist. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. And give other options for this issue. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.