Avid Contributor I

If you're experiencing audio delay issues, read this

551 replies
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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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fredacqua

Lyricist III

Hello

I am a french user with a TV LG 55C7V and I have the same delay issue with my Playbar. I wish I rode this issue before.

I sent both an e-mail to Sonos and LG support last week mentionning this forum link. LG has not even responded.

After a lot of e-mails for one week, Sonos support said they are working on it.

How is it possible that such a problem which last for almost one year is not solved?

Airgetlam

In my opinion, it is most likely because it is an issue with the LG doing something that is causing the optical signal to be delayed out of the TV, and Sonos has not been able to create a time machine to receive the optical signal before it has been sent.

It's unfortunate that it isn't a Sonos issue, I believe that Sonos would have already fixed it, if it was on their side of things. But they have to play what they receive across the optical cable when they receive it.

I'm anxious to find out if there's a possibility that the BEAM may not suffer this issue when it is connected via HDMI.

Bruce

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Wildantics

Avid Contributor III

In my opinion, it is most likely because it is an issue with the LG doing something that is causing the optical signal to be delayed out of the TV, and Sonos has not been able to create a time machine to receive the optical signal before it has been sent.

It's unfortunate that it isn't a Sonos issue, I believe that Sonos would have already fixed it, if it was on their side of things. But they have to play what they receive across the optical cable when they receive it.

I'm anxious to find out if there's a possibility that the BEAM may not suffer this issue when it is connected via HDMI.

Early reviews seem good on that front, your earlier post about delay over optical with it were correct, one reviewer said using the optical adapter he couldn't quite get the audio synced up but using the HDMI proved seamless I believe he was using an LG OLED as well.

Airgetlam

Which unfortunately confirms my guess that it's something in the LG that is delaying the optical signal...but good news for some. Now, if we can get Sonos to come out with a PLAYBAR that has HDMI to complement the BEAM... 🙂

Bruce

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Wildantics

Avid Contributor III

Which unfortunately confirms my guess that it's something in the LG that is delaying the optical signal...but good news for some. Now, if we can get Sonos to come out with a PLAYBAR that has HDMI to complement the BEAM... :)

Interestingly he actually doesn't mention if he tests the optical connection with his OLED here's part of what he said " In testing with my ancient-but-beloved Pioneer Kuro, the optical connection worked fine, but I couldn’t dial in the audio sync — the Beam was always a hair delayed. But honestly, if your TV is a decade old, it’s probably worth upgrading the picture before you work on the sound.

Moving back to the present, the Beam worked seamlessly over ARC with my 2016 LG B6 OLED TV " my guess is it would still suffer delay over optical, I also 2nd your hopes for a playbar with HDMI! That would be a day 1 purchase for me.

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fredacqua

Lyricist III

« In my opinion, it is most likely because it is an issue with the LG doing something that is causing the optical signal to be delayed out of the TV, and Sonos has not been able to create a time machine to receive the optical signal before it has been sent »

Could not have been a problem of process on Sonos to »translate » the LG signal and to diffuse it on the different speakers?

My complaint was for LG too. They are supposed to fix any bug on their firmware and like I said they are not responding.
Moreover, it semed that such delay problem often occurs (I have seen post about some Tv models from Philips, Sony or some Times on Samsung?
So it suggests that exhange between TV industry and Sonos are necessary.

At least, I found on this forum that the delay on LG TV concerns other soundbar and it is not exclusive to Sonos
https://www.avforums.com/threads/lg-oled-c7-lg-sh7b-sync-issues.2111274/page-4

Problem confirmed to be on LG

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michaelja

Lyricist II

Well, I took delivery of a Playbase and two Play:1 speakers last night to go with my new Sony KD55AF8 TV. I am getting this audio lag. Have been looking at all these threads for hours. It seems that Sony was mentioned early as being affected but now the focus is on LG. Was there a fix for Sony TVs? If not, I’m sending the Sonos equipment back.

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fredacqua

Lyricist III

Screen of this Sony is OLED TV. I rode that Sony uses the same LG OLED screen. Could there be a link?

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Aki

Lyricist I

I too am having the sync issue with a Sony. It’s a X690E. Same thing, read every string I can find. Seemingly no resolution for Sony TVs, and this string which is the most current and active is focused on LG TVs, I’ve tried tweaking every relevant setting on my TV, cable box and Sonos app over the past few days. Some channels have the problem worse than others but ultimately it’s totally unacceptable. I haven’t seen any customer service from rep from Sonos jumping onto these strings which is very disappointing for such a high end but highly flawed product, Waiting for someone to prov the magic solution but seems unlikely.

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Wildantics

Avid Contributor III

I too am having the sync issue with a Sony. It’s a X690E. Same thing, read every string I can find. Seemingly no resolution for Sony TVs, and this string which is the most current and active is focused on LG TVs, I’ve tried tweaking every relevant setting on my TV, cable box and Sonos app over the past few days. Some channels have the problem worse than others but ultimately it’s totally unacceptable. I haven’t seen any customer service from rep from Sonos jumping onto these strings which is very disappointing for such a high end but highly flawed product, Waiting for someone to prov the magic solution but seems unlikely.

In my case an HDMI switch fixed the audio delay, I know it sucks to have to add another device but might be worth a shot in your case.

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