Avid Contributor I

If you're experiencing audio delay issues, read this

551 replies
261746 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.

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Ken_Griffiths

Karasu,

I would switch the audio output setting to “TV speaker” and still turn off all the available sound enhancement features in the TV audio settings and then switch things back to the optical output to the playbar, despite them being unavailable to change when outputting to optical, the additional data may still be being handled by the TV audio processor in the signal, before it is passed out the optical port for the playbar to play... so I would still try switching off those additional features.

K

Karasu

Contributor I

Karasu,

I would switch the audio output setting to “TV speaker” and still turn off all the available sound enhancement features in the TV audio settings and then switch things back to the optical output to the playbar, despite them being unavailable to change when outputting to optical, the additional data may still be being handled by the TV audio processor in the signal, before it is passed out the optical port for the playbar to play... so I would still try switching off those additional features.

I have the Bar with the sub, and two play:1's and a boost as my setup. And I did switch those features off before I set my TV to optical, all TV audio settings are all set to default/off for the enhancers and things that may cause problems, when I change my audio type back to optical the settings get greyed out again

Airgetlam

So, if it acts the same when you connect it to the PS4, then it might be the PS4, or it might be the PLAYBAR.

I'd check the audio settings on the PS4, certainly, but the next time it happens, I would recommend that you submit a system diagnostic within 10 minutes, and either post the number here, or contact Sonos Support to discuss it. I tend to suggest the phone folks, they have more tools available, but are only available during business hours. Both the Twitter and Facebook support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

Bruce

K

Karasu

Contributor I

Okay, Ken Griffiths and Airgetlam, I will submit it if it does end up happening again, thanks to both of you for your help!

N

NeilAngels

Lyricist I

All devices would connect to the switch, instead of the TV. There would then be a single HDMI cable from the switch to the TV for the video, and an optical cable from the switch to the Beam to carry the sound. That way, your TV can't delay the audio signal.

Thanks, I'm almost there. There's just one thing I need clearing up. Let's say I use this device: https://www.amazon.co.uk/dp/B076XV1LVS/ref=pe_3187911_185740111_TE_item

How would I still get sound through my Beam whenever I play native content on my TV (i.e. from the Spotify or Youtube app on my tv). Would the single HDMI cable running from the switch output have to be connected to the HDMI ARC input on my tv? Or would that then not process the signals of my other connected devices (PS4 Pro etc.) correctly?

Airgetlam

I honestly don't know. It does says it supports ARC, so I would hope so. I think the key note on the description that I see is this:

HDMI AUDIO EXTRACTOR:Extracts the audio from HDMI and outputs to a 3.5mm Jack,RCA L/R or SPDIF and Coaxial for connection to a set of speakers, home theatre audio system or amplifier.

What I really don't know is if it takes the ARC from the output HDMI connection on the switch and processes that out to the SPDIF output. It just isn't clear one way or the other.

But in your case, yes, the connection from the HDMI "output" on that switch would have to be connected to the HDMI-ARC port on your TV, to give it a chance of working. The the Beam would be connected to the SPDIF output, though the adapter that came with your Beam. Assuming that it processes the ARC channel properly, then you should get any sound that's on your TV.

Bruce

S

Scrubling

Lyricist II

How would I use the external HDMI auto extractor to work for the onboard apps (through webos) as there's no HDMI based input for those apps. I was able to use the hdmi extractor for my Roku, and it's working fine, but I still mainly use the onboard apps, so I'm not happy.

Does anyone have a workaround for that?

Airgetlam

That's exactly what we were discussing. Perhaps if you wait for the previous poster to respond, after purchasing the device that was linked, you'll have an answer.

Bruce

T

Thomau5

Lyricist II

All devices would connect to the switch, instead of the TV. There would then be a single HDMI cable from the switch to the TV for the video, and an optical cable from the switch to the Beam to carry the sound. That way, your TV can't delay the audio signal.Thanks, I'm almost there. There's just one thing I need clearing up. Let's say I use this device: https://www.amazon.co.uk/dp/B076XV1LVS/ref=pe_3187911_185740111_TE_itemHow would I still get sound through my Beam whenever I play native content on my TV (i.e. from the Spotify or Youtube app on my tv). Would the single HDMI cable running from the switch output have to be connected to the HDMI ARC input on my tv? Or would that then not process the signals of my other connected devices (PS4 Pro etc.) correctly?

Hey Neil,

This would be correct. In a way your set up would be identical to mine and I can confirm I'm still enjoying 5.1 sound from my TV's native apps (due to arc) + 5.1 from any device connected to the switch. I can't guarantee functionality because my set up includes a Playbar instead of a Beam, but I see it having a good chance to work. Else you can always return the switch 😉

F

frenzy382

Trending Lyricist I

anyone using an Amazon Fire TV HD box..not the stick, but the 4k box? Reason for asking is that on my never ending testing that I'm doing with this beam and audio sync etc...I am NOT experiencing any delays whatsoever.

It's set for Dolby 5.1 output, the Sammy tv which i have is set to Bitstream and when 5.1 is coming out, I can see the tv is recognising it as well...

This is connected from FireTV to HDMI in (Sammy), and SAmmy ARC to Beam...no exstractors, optical or anything.

Really strange...as when I connect my Apple TV 4K or Nvidia Shield in...I'm getting the delays.

Any ideas, or people experiencing the same?

thnx

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