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Prodan
Avid Contributor I
November 3, 2017

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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    alexander_8
    Trending Lyricist I
    October 1, 2018
    As an update to my post: The motherboard was replaced on my B7V, however, it did not solve the issue with lipsync 😕 maximum of -5 was closest though still not in sync. I will now wait for feedback from LG on next steps.
    Wildantics
    Avid Contributor III
    October 1, 2018
    I have an LG B7A and experience audio delay with my Xbox one x, I've pretty much given up.. Thankfully my ATV 4k doesn't suffer from it. I wonder if LG would be able to offer more of a delay then -5 ? If they did it would probably fix the problem for a lot of us.
    Eleew
    Avid Contributor I
    October 3, 2018
    As an update to my post. I finally got a hold of an LG Service technician and he came out to my house. He played with the remote for about 2 hours trying to fix it to no avail. Finally he recommend that we replace the mainboard. I declined the service because the TV is brand new and I am fairly certain this will not fix the problem as others have not had success.

    If you own an OLEDC8 there was a firmware update(4.10.06) release a couple of days ago.This update is being pushed to a lot of OLED TVs but there is nothing in the change log about fixing an audio lip synch delay. Have not yet tested to see if this is fixed with the latest update but I HIGHLY doubt it is not.

    The only SONOS solution to fix this problem is to switch to PCM. Who wants to listen to PCM on a surround sound system ? No one!

    As stated before the only true solution to fix this problem is to buy and optical splitter. While not ideal, it does work flawlessy now with the splitter and you are getting 5.1 straight from the source.

    My advice is if you have multiple sources connected to the playbar/beam, just buy the splitter. Do not call LG or SONOS about the problem. You will only waste your time on an hour long hold time for low level techs giving politicians answers.
    ITS BEEN A YEAR AND ITS STILL NOT FIXED, let that sink into your head before you pick up the phone to call.

    Another bone to pick with SONOS staff..I have actually called several times and spoken to several different "technicians" and have been told misinformation/lies. The information below is what i was told by different "technicians"

    1. You must have cheap cables, try replacing your cables.
    2. We have never heard of this problem before
    3. Yes we are "working" with LG to get this resolved as quickly as possible
    4. Just turn it to PCM there is really no difference between that and 5.1

    Seems to me like there is a disconnect at SONOS. Please train your "technicians" to all be on the same page. We know there is an issue, but your technicians seems to think otherwise.

    Previous post below....
    ___________________________________________________________________________________________________
    LGOLED65C8PUA owner here with PlayBar and an ATT Uverse.

    I can confirm that the lip sync delay is still there. The only way the lip sync delay is not there is if i use the built in smart apps or if I directly connect the optical cable to the the source(ps4,uverse box, etc.)

    I have called Sonos and they kind of hinted to me its an LG Problem but they wouldn't come out and say it. Kind of gave me the typical run around..maybe its your HDMI cable, maybe its your optical cable, basically low level technical advice.

    I have called LG and was supposed to get a call today from LG VIP OLED Tech Team, as you can imagine I never got the phone call...

    This is not going to get fixed guys from LG or Sonos!!


    Bottom line: If you want this to work you are going to have to buy aftermarket equipment to split the connection.


    I'll keep this updated if anything changes after the call with LG.
      alexander_8
      Trending Lyricist I
      October 13, 2018
      As an update to my post: The motherboard was replaced on my B7V, however, it did not solve the issue with lipsync 😕 maximum of -5 was closest though still not in sync. I will now wait for feedback from LG on next steps.

      Another update. I was told I will have another mainboard replacement next week after five calls to LG since the first replacement (four this week!). I'm sad to say my patience with LGs customer support is worn thin at this point due to lack of following up as promised (and the unresolved issue). I can understand that they aren't magicians, but calling a customer back as promised does not require witchcraft, only a phone. Hope they can cook up a mainboard that resolves the issue so I can focus on enjoying content instead of this s....
        Thomas_67
        Contributor I
        October 15, 2018


        I had the motherboard now changed for over a week. In that time I tried other devices I previously had delays with: Sonos bars, Xbox one x, PS4 pro, Astro mixamp etc. No more delays over optical or hdmi arc.

        I can only repeat myself. If you experience delays with your LG tv it’s most likely the motherboard and you have to be persistent with the LG customers team for a replacement. It took the engineer 10 mins to swap it and all problems are solved. Please don’t waste your time with settings and splitters etc.
        Thank you so much for your advice! My problems are solved too with the new motherboard!
          alexander_8
          Trending Lyricist I
          October 18, 2018
          As an update to my post: The motherboard was replaced on my B7V, however, it did not solve the issue with lipsync 😕 maximum of -5 was closest though still not in sync. I will now wait for feedback from LG on next steps.

          Another update. I was told I will have another mainboard replacement next week after five calls to LG since the first replacement (four this week!). I'm sad to say my patience with LGs customer support is worn thin at this point due to lack of following up as promised (and the unresolved issue). I can understand that they aren't magicians, but calling a customer back as promised does not require witchcraft, only a phone. Hope they can cook up a mainboard that resolves the issue so I can focus on enjoying content instead of this s....

          Due to more poor experience with LGs support and no service in sight I have now forwarded all my written communication with LG and a final summary of the calls with LG to the sales channel with a copy to LG and asked for a complete refund/return of the TV. I will call the consumer rights authorities later today for advice. LG have been aware of the issue with my product now for two months next week without resolving it. Completely unacceptable.
          Thomas_67
          Contributor I
          October 18, 2018
          As an update to my post: The motherboard was replaced on my B7V, however, it did not solve the issue with lipsync 😕 maximum of -5 was closest though still not in sync. I will now wait for feedback from LG on next steps.
          Since I have the new motherboard I disabled lip sync on my TV...
          Wildantics
          Avid Contributor III
          October 19, 2018
          a new motherboard really fixes this issues on LG Oleds?
          alexander_8
          Trending Lyricist I
          October 19, 2018
          a new motherboard really fixes this issues on LG Oleds?

          NO! Lipsync issue with Dolby digital 5.1 content over PrimeVideo and two different HDMI sources.
          alexander_8
          Trending Lyricist I
          October 19, 2018
          As an update to my post: The motherboard was replaced on my B7V, however, it did not solve the issue with lipsync 😕 maximum of -5 was closest though still not in sync. I will now wait for feedback from LG on next steps.
          Since I have the new motherboard I disabled lip sync on my TV...

          I tested all variations of the settings. Problem with lipsync was not solved by replacing the board.
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