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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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    clipperstall
    Lyricist III
    January 29, 2018
    Update on 1/29:

    I called LG VIP support for an update on my audio delay/sync ticket and they said there is still no ETA but the audio issue is currently being tested in their engineering department. That’s a good sign and hopefully they will soon push out LG TV firmware to address this.

    Please continue calling in tickets to LG and/or Sonos (Sonos will say it is not their problem but then request to have their engineering team reach out to LG) ! We have to keep reporting tickets to customer suppoer to indicate how widespread this problem is.

    P.S. Please see my lengthy posts above for tons of valuable information.
    -clipperstall
      lfallo1
      Trending Lyricist I
      January 30, 2018
      Glad I'm not the only one with this issue. Spending thousands of $$$, then this.... pretty irritating. I've called in a ticket to LG, and added myself to the list of customers with the issue (though sounds like they're no longer accepting tickets for this).

      Had a question for some users with a C7 or C6. Are you aware of what the audio option LG Sound Sync is used for? I have a C7 & Sonos Playbase + Sub connected via Optical. When using the LG Sound Sync option, audio plays through the Sonos speakers without any delay... Soon as I switch over to the Audio Out (Optical / HDMI ARC), i get that subtle lag.

      Now, I have no idea if LG Sound Sync actually delivering 5.1 / DD / Etc. as I haven't received the two Play 1's that I plan to use as the rear (and I don't see an available option of displaying the current audio output info).

      Anyway, I just wanted to get some thoughts on this.
      clipperstall
      Lyricist III
      January 30, 2018
      Hi Ifallo1,

      My understanding is that the LG sound sync option is to sync the audio between the LG OLED TV and the LG Sound Bars (specifically LG SJ7/8/9).

      I know this because that’s what the manual says to enable as I briefly owned the LG SJ9 soundbar and the audio was not synced correctly without that option enabled.

      Full disclosure: The LG SJ9 sound bar with atmos was not nearly as good as the Sonos 5.1 system. The rear channels from sonos make more of an impact on listening than atmos in my opinion.
      lfallo1
      Trending Lyricist I
      January 30, 2018
      Hi Ifallo1,

      My understanding is that the LG sound sync option is to sync the audio between the LG OLED TV and the LG Sound Bars (specifically LG SJ7/8/9).

      I know this because that’s what the manual says to enable as I briefly owned the LG SJ9 soundbar and the audio was not synced correctly without that option enabled.

      Full disclosure: The LG SJ9 sound bar with atmos was not nearly as good as the Sonos 5.1 system. The rear channels from sonos make more of an impact on listening than atmos in my opinion.

      Thanks clipper- Yea, that's what I read as well. Guess I was confused since I do not have an LG sounbar (have a Sonos soundbar/sub), but am getting audio through my sounbar/sub with the LG sync option enabled (and there is no audio delay issue). Would this technically be a workaround?
        clipperstall
        Lyricist III
        January 30, 2018
        I guess it might be. I’m not sure what hdmi devices you are using where you are claiming there is no audio delay through the lg tv with the sonos system.

        If you are using an xbox one or ps4 pro with bitstream out (dolby digital) then I’m extremely interested and will rush home and retest.

        Last I tried that didn’t fix it for me...
        lfallo1
        Trending Lyricist I
        January 30, 2018
        I guess it might be. I’m not sure what hdmi devices you are using where you are claiming there is no audio delay through the lg tv with the sonos system.

        If you are using an xbox one or ps4 pro with bitstream out (dolby digital) then I’m extremely interested and will rush home and retest.

        Last I tried that didn’t fix it for me...

        I was just testing with cable tv (it's an xfinitiy box). Wondering if anyone else is able to try this setting?

        I do have a blu ray player as well (LG) - I can't recall if I tested that with the LG Sync Option. I'll check this tonight.

        Additionally, just got an email and my Play 1 speakers may be arriving today. Once I have them configured as my rear speakers, I'll be curious if 5.1 is produced with the LG Sync Option selected.
        camillo777
        Headliner I
        January 30, 2018
        DTS Play-Fi now does TV streaming
        The multiroom system now lets you stream audio in sync with your TV.

        https://www.cnet.com/news/dts-play-fi-now-does-tv-streaming/
        lfallo1
        Trending Lyricist I
        January 31, 2018
        Just hooked up my two Sonos 1 rears & tested out a few cable channels (as previously mentioned, I have an xfinity box). I do get surround sound with the option LG Sync enabled - no audio delay - but it only outputs in Stereo.

        Switching over to Audio Out (Optical, Digital: auto), Sonos outputs in DD 5.1 - but I get the subtle audio delay of death.

        Kind of what I expected.... Oh well. Frustration continues... Here's to hoping LG will have a fix.
          lfallo1
          Trending Lyricist I
          February 3, 2018
          FWIW, I bought a splitter and am now going directly from Sonos to each device. This did resolve the sync issue & everything is working great. I don't think relying on a 3rd party is acceptable, but is what it is I suppose....
            koppah
            Avid Contributor I
            February 3, 2018
            Thanks for writing up your findings in this thread. I'm also seeing audio delay issues, which are exacerbated by the fact that I just added surround speakers to my setup.

            Config:
            LG C7
            SONOS Playbase
            Sonos One x2 (surround)

            Inputs:
            Xbox One X
            Apple TV 4K
            PS4 Pro
            Nintendo Switch

            My findings are that if I configure the inputs to use Stereo only, there is no delay. However, if I switch to Dolby Digital, then I start seeing audio sync issues.

            I'm currently testing having the Xbox plugged directly into the SONOS. I can't currently perceive any difference between Surround and Dolby Digital when bypassing the TV, so it does suggest that the TV is munging with the audio stream when it's being sent in anything other than Stereo. Is the packet encoding on the wire that much more with surround that it causes a delay?
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