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Prodan
Avid Contributor I
Nov 3, 2017 1:34 AM UTC

If you're experiencing audio delay issues, read this

I've been living with lip sync issues (audio behind the video) since I got my Playbar about a year ago but I finally decided to do something about it. After multiple conversations with Sonos support and the LG's support people (they kept blaming each other for the audio delay), I decided to email Sonos' CEO about the issue.

After a few hours, I got a reply back from him, CCing a team manager who was going to look into the issue. We scheduled a call and he had me send various diagnostics to him. He said that the engineering team was going to investigate and get back to me.

A week later, I got an update. He told that they are still working on the issue. He also said that only one other person had reported the same issue (I assume that means that only one other person with an LG TV). So, if you're having audio delay issues and you've tried all other troubleshooting, reach out to Sonos support and have them look into it. If it helps you might mention my reference number, which has already been escalated:

Keep in mind that my setup is pretty straight forward (LG C6 OLED TV connected directly to the Playbar via Optical, audio playing from the built-in apps) and every single thing LG and Sonos suggested, including going into the TV's service menu and changing things there.

I know there are multiple post on the topic so hopefully we can solve at least some of the issues causing audio delay.

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    551 replies

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    bilko
    Lyricist III
    Jun 11, 2018 8:40 PM UTC
    The setting is already on automatic. I should also make it clear that my previous tv had no issues in this setup, and the Playbar did not suffer from any audio delay.
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    BP2001
    Lyricist I
    Jun 15, 2018 3:13 AM UTC
    The audio delay when connected directly to my LG OLED TV is almost unbearable. I know this is a common problem. Does anyone with an LG not experience this?
    Sonos, can you please help us?
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    billiejoe87
    Chromatic Producer I
    Jun 15, 2018 10:08 AM UTC
    I noticed this annoying lip sync issue with my LG C7 OLED while watching using my Foxtel Box (Australian Cable TV) and my PS4 Pro, however my Apple TV 4K seems fine with Dolby 5.1 forced in settings.

    I guess an optical splitter is the way to go with the PS4 Pro and Foxtel, however this issue is incredibly disappointing for such expensive equipment.

    Does anyone know of an Optical switch which will work with Harmony?
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    1 x Arc, 1 x Beam Gen 2, 1 x Amp, 2 x Sonos In Ceiling Speakers, 2 x Sub, 4 x Sonos Ones, 2 x Sonos Era 100, 5 x Symfonisk Lamp (Gen 2), 1 x Sonos Roam 2
    marksawbo
    Trending Lyricist II
    Jun 17, 2018 8:30 AM UTC
    I noticed this annoying lip sync issue with my LG C7 OLED while watching using my Foxtel Box (Australian Cable TV) and my PS4 Pro, however my Apple TV 4K seems fine with Dolby 5.1 forced in settings.

    I guess an optical splitter is the way to go with the PS4 Pro and Foxtel, however this issue is incredibly disappointing for such expensive equipment.

    Does anyone know of an Optical switch which will work with Harmony?

    Here you go...

    Portta 4 Port 4x1 SPDIF/Toslink Digital Optical Audio Switch/Switcher with IR Remote https://www.amazon.co.uk/dp/B01A89OEUY/ref=cm_sw_r_cp_api_TVHjBbMBPMZCJ
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    bilko
    Lyricist III
    Jun 17, 2018 2:24 PM UTC
    I can confirm that direct optical connection from the STB or Blu Ray player produces no lag and is perfectly in sync for multi channel audio. I’ll update you after the service team come and replace the main board on the TV tomorrow. 😞
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    marksawbo
    Trending Lyricist II
    Jun 17, 2018 2:46 PM UTC
    I can confirm that direct optical connection from the STB or Blu Ray player produces no lag and is perfectly in sync for multi channel audio. I’ll update you after the service team come and replace the main board on the TV tomorrow. :(

    Why are you bothering with all that??? It’s a software issue!
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      bilko
      Lyricist III
      Jun 17, 2018 3:25 PM UTC
      LG insisted they do it and deny any record of an existing issue, hardware or software. Have you got evidence that it is software, as I would like to block the repair if it’s unnecessary.
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      marksawbo
      Trending Lyricist II
      Jun 17, 2018 3:28 PM UTC
      LG insisted they do it and deny any record of an existing issue, hardware or software. Have you got evidence that it is software, as I would like to block the repair if it’s unnecessary.

      This whole thread and multiple other threads across the internet are proof enough. LG know of the issue but unfortunately their front line customer service are clueless. The issue is the ability to pass through 5.1 audio from a HDMI source. The 2016, 2017 and 18 models have the issue.
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      bilko
      Lyricist III
      Jun 17, 2018 3:54 PM UTC
      I have read the threads and agree that the majority believe it is a software problem. However, could it be a on board firmware issue that has been resolved by a updated component? I realise that this is clutching at straws, but this whole thing is so frustrating, and difficult to get to the bottom of. Thanks for the responses all the same.
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      marksawbo
      Trending Lyricist II
      Jun 17, 2018 4:04 PM UTC
      It’s up to you. There were people who had the same done to no avail.
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