Avid Contributor I

If you're experiencing audio delay issues, read this

551 replies
261743 views

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.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

B

billiejoe87

Chromatic Producer I

Anyone giving up an OLED screen over this issue is crazy. I don't know how anyone could adjust back to anything else after experiencing OLED. The picture is that good.

Yes, LG and Sonos support has been p**s poor on this issue, and I believe both companies are to blame. However, just buy an optical splitter and a harmony remote and program it to change inputs automatically when changing sources and be done with it. You don't need to worry about the Apple TV 4K not having an optical output as it will not have a lip sync issue if you connect it directly to the TV and force Dolby Digital 5.1 in it's settings.

Your cable box, PS4, Xbox One etc can all be connected via optical cable directly to the splitter. This will take you all of an hour or so to setup, you don't need to worry about losing any picture quality as the picture is still travelling over HDMI directly to the TV, and you will actually gain Dolby Digital 5.1 if you have a PS4 and play Blu Ray's, as it will only transcode DTS to Dolby Digital 5.1 over optical.

Once again, if you buy a Harmony remote you can program it so you wont even realise the optical switching is happening, other than the harmony possibly taking an extra second or so when changing activities.

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)

B

billiejoe87

Chromatic Producer I

Hi all - unfortunately, I'm back again with a lip sync issue between my Sonos system (Playbase + Sonos 1 surrounds) and an LG C8 TV. I use my Apple TV 4k for all content, and it seems to work well for most services (Netflix, HBO, Hulu). But I recently purchased some content through iTunes (movie and TV series), and there is a serious sync issue (audio is behind the video).

Bruce had previously recommended me the Flexson HDMI switch: https://www.amazon.com/Flexson-3-Input-Converter-PLAYBAR-PLAYBASE/dp/B06W5QJW9T but in an Amazon review, someone is saying it doesn't support 4K content (no HDCP 2.2 support).

I'd really like to be able to watch the highest quality content I can (including 4K content) - so wanted to see if someone could recommend a good HDMI switch for me that might be able to resolve this sync issue. (Is it true that there is a built-in delay of somewhere between 25-35ms with Sonos - is it possible I'm just noticing this delay, and if so, is there a way to remove that?)

Thanks!

thats odd, I have a 4k apple tv and its the only thing that I dont get audio delay from? I even have itunes movies and shows, but I am using the beam over arc with a 2017 65" b7 oled. Did you set your apple tv to force dolby digital?

I agree - very odd. I have set the TV to force Dolby Digital. 😞. Interesting you have iTunes movies and shows, too, and it seems to be working OK?

Palico,

Just to be clear, have you set the TV to force Dolby Digital or the Apple TV 4K to force Dolby Digital 5.1? You specifically need to do this in the Apple TV 4K settings. Nothing at all to do with the TV itself.

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)

P

Palico

Lyricist III

Hi all - unfortunately, I'm back again with a lip sync issue between my Sonos system (Playbase + Sonos 1 surrounds) and an LG C8 TV. I use my Apple TV 4k for all content, and it seems to work well for most services (Netflix, HBO, Hulu). But I recently purchased some content through iTunes (movie and TV series), and there is a serious sync issue (audio is behind the video).

Bruce had previously recommended me the Flexson HDMI switch: https://www.amazon.com/Flexson-3-Input-Converter-PLAYBAR-PLAYBASE/dp/B06W5QJW9T but in an Amazon review, someone is saying it doesn't support 4K content (no HDCP 2.2 support).

I'd really like to be able to watch the highest quality content I can (including 4K content) - so wanted to see if someone could recommend a good HDMI switch for me that might be able to resolve this sync issue. (Is it true that there is a built-in delay of somewhere between 25-35ms with Sonos - is it possible I'm just noticing this delay, and if so, is there a way to remove that?)

Thanks!

thats odd, I have a 4k apple tv and its the only thing that I dont get audio delay from? I even have itunes movies and shows, but I am using the beam over arc with a 2017 65" b7 oled. Did you set your apple tv to force dolby digital?

I agree - very odd. I have set the TV to force Dolby Digital. 😞. Interesting you have iTunes movies and shows, too, and it seems to be working OK?

Palico,

Just to be clear, have you set the TV to force Dolby Digital or the Apple TV 4K to force Dolby Digital 5.1? You specifically need to do this in the Apple TV 4K settings. Nothing at all to do with the TV itself.

Hi, yes, forced to Dolby Digital 5.1. There’s still a slight delay where the audio is behind the video. If I switch to PCM on the LG, everything syncs up perfectly. Do you think an optical splitter would help?

B

billiejoe87

Chromatic Producer I

Hi all - unfortunately, I'm back again with a lip sync issue between my Sonos system (Playbase + Sonos 1 surrounds) and an LG C8 TV. I use my Apple TV 4k for all content, and it seems to work well for most services (Netflix, HBO, Hulu). But I recently purchased some content through iTunes (movie and TV series), and there is a serious sync issue (audio is behind the video).

Bruce had previously recommended me the Flexson HDMI switch: https://www.amazon.com/Flexson-3-Input-Converter-PLAYBAR-PLAYBASE/dp/B06W5QJW9T but in an Amazon review, someone is saying it doesn't support 4K content (no HDCP 2.2 support).

I'd really like to be able to watch the highest quality content I can (including 4K content) - so wanted to see if someone could recommend a good HDMI switch for me that might be able to resolve this sync issue. (Is it true that there is a built-in delay of somewhere between 25-35ms with Sonos - is it possible I'm just noticing this delay, and if so, is there a way to remove that?)

Thanks!

thats odd, I have a 4k apple tv and its the only thing that I dont get audio delay from? I even have itunes movies and shows, but I am using the beam over arc with a 2017 65" b7 oled. Did you set your apple tv to force dolby digital?

I agree - very odd. I have set the TV to force Dolby Digital. 😞. Interesting you have iTunes movies and shows, too, and it seems to be working OK?

Palico,

Just to be clear, have you set the TV to force Dolby Digital or the Apple TV 4K to force Dolby Digital 5.1? You specifically need to do this in the Apple TV 4K settings. Nothing at all to do with the TV itself.

Hi, yes, forced to Dolby Digital 5.1. There’s still a slight delay where the audio is behind the video. If I switch to PCM on the LG, everything syncs up perfectly. Do you think an optical splitter would help?

An Optical switcher will help with any device that has an optical output. The Apple TV 4K doesn't, so it will not be able to be connected via an optical switcher. The Apple TV 4K should not be experiencing this issue however. I would give apple a call to troubleshoot, especially as it's only happening on itunes content.

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)

P

Palico

Lyricist III

I’m noticing a slight delay on some Netflix content too. Would it help if I recorded a video of the issue and linked to it?

I think I might just be very susceptible to the audio delay. But I do see a difference when switching to PCM vs Auto on the LG tv.

A

alexander_8

Trending Lyricist I

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.

Just to share another update. The TV was returned to the sales channel who forwarded it to their service partner. They again found nothing wrong with the TV. I therefore took the TV home on friday. I started out recording several clips, but found out it would take to long and settled for one to not spend a whole day on it. I made recordings with different audio settings and connections: Xbox One X connected to TV through HDMI, toslink from TV to Sonos Playbar - TV set to bypass, then steps -5 to +1 and finally the last video shows with the Sonos Playbar connected directly to the Xbox One X over toslink. The videos have been shared with the sales channel and I will keep them live until the case is solved through either the sales channel or through the consumer rights body in Norway who have received a complaint on both LG and the sales channel as I see no other option after two months of this nonsense. I am talking in Norwegian but the settings everyone with the TV-set should understand to see if this is comparable to your experiences. https://photos.app.goo.gl/e3RNi9qSkqaixMLV8

Again, my issue is with LG 65OLEDB7V.

R

rubberduck

Renowned Enthusiast I

I got my Beam today and I am not seeing any lip sync issues.

Devices:
1. OLED65E6P (2016 model) firmware version = 5.30.30 Audio is set to LG Sound Sync (Optical); AV Sync Adjustment is Off
2. Tivo Bolt. Set to output Dolby Digital.
3. Apple TV 4k. I could not modify the audio output setting. It was greyed out.
4. Xbox One X. Set to bitstream and dolby digital
5. Nintendo Switch
6. Super Nintendo Retro Console

The connection between the TV and the Beam is as follows:
OLED65E6P --> 6' Amazon optical cable --> optical coupler --> Sonos HDMI to Optical adapter --> 3' Amazon HDMI cable --> Sonos Beam

The Tivo, AppleTV, Xbox, Nintendos are all are connected to HDMI ports on the OLED65E6P. Just to be clear, I am not using the optical output on any of those devices.

*You may be wondering why I needed the optical cable and coupler. It's because I couldn't run another HDMI cable through the existing holes in my wall. The optical cable was a lot easier to fish through the existing holes. The coupler is a $4 one I got off Amazon. ;)

I did need to manually press the volume up button on the Beam to get it at a level that I liked. It was set very low out of the box. Beam seems to remember the level even after I power off devices, so that's good.

Overall, I am really pleased with the improvement in sound quality. Much better than the built in sound bar that is on the E6P.

You won’t see a delay as the beam is the only Sonos product with a hdmi connection. The issue is worth optical. You need a hdmi switch to solve the problem

R

rubberduck

Renowned Enthusiast I

Right. I have an LGB7 and had my beam yesterday. Over hdmi arc and Dolby digital the audio sync problems are there. Nothing can fix it as it’s an issue with lg and processing DD. I turned both the tv and my sky q to output pcm, and the issue completely disappears. I have had dialogue with Sonos and they have told me PCM is no different from DD for the beam, and there is no noticable difference. Can anyone confirm if this is true. If it is I am keeping my beam. If it isn’t, it’s going back!!

With PCM you won’t be able to get 5.1 sound if you decide to purchase orhers speakers to extend your system.

Correct, what is the point spending 100s of dollars only to get pcm? Funny.

S

sbreingan

Lyricist III

Another story of sync woes here. I have a Philips 50PSUS7303. When I output audio to Mulitchannel, the audio lags the video. When I output to stereo it is OK.When I use an HDMI extractor it seems OK.
I had a full AV receiver/Surround sound and replaced it with Sonos, which has proven to be a downgrade in many ways.
It still seems odd that the fault is in the TV end? Across different manufacturers? I am not optimistic for a solution.

Airgetlam

Why would that seem odd? You've even proven your case, by using an HDMI extractor. Given that, how could it be anything other than the TV at fault?

And it's possible that all of these manufacturers have purchased the part in question from the same place.

Bruce

Show more replies

Sign up

Login to the community