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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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    Bigmanibids
    Lyricist III
    April 3, 2018
    I am also concerned that both SONOS and LG are not responsive to us,their customers. I have spoken to both groups and they admit a problem exists. LG. stated it is a tv firmware issue but does not provide an ETA for a fix. It is a beautiful picture but the lack of quality sound diminishes the experience -I hope they communicate with us and provide a fix
      jashsu
      Lyricist II
      April 4, 2018
      Has anyone tried connecting a HDMI extractor with ARC support to the ARC port on the TV and the Playbar and seeing if the delay is fixed that way? Example product: https://www.amazon.com/Avantree-Extractor-Splitter-Converter-Optical/dp/B078DZZ6HL/

      The theory being the sync issue is introduced only in the optical port and not audio via ARC. The solution using external hdmi switcher with optical out box is inelegant.
      marksawbo
      Trending Lyricist II
      April 5, 2018
      I have tried every hdmi audio extractor/splitter under the sun and none of them fully work with the the different standards. Anyone thinking this will be a solution should give up on it. I spent a lot of time and money trying different solutions.
      munkyfunk
      Contributor I
      April 5, 2018
      Also experiencing this issue, which is annoying. I get lip sync issues using the following:

      - Playbar
      - Sony 49XE9005
      - Xbox One
      - SKY HD box

      The xbox and sky is connected to the TV via HDMI, with the playbar via Optical cable.

      Any TV settings on the Sony which will improve this? and what setting on the tv dialog settings on the Sonos playbar? it seems to be intermittent on what setting I tend to use, can't make my mind up.

      any help would be great thanks
      Airgetlam
      Airgetlam
      April 5, 2018
      I would start by turning off anything in the TV’s audio settings that do anything at all to the sound profile. Any extra SRS, or ‘extra surround’ kind of things would add a small amount of extra delay. The more the sound profile is modified by any device, the longer it takes to change the original signal, which is normally synced with the video.

      With your setup, you could test by temporarily removing the optical cable from the TV, and hook it directly to the Sky HD box, assuming it has an optical port. That would tell you if the TV set is adding the delay or not.
      Bruce
        alexhorre
        Lyricist I
        April 8, 2018
        Can someone tell me if this extremely simple setup will bypass this audio delay fiasco? I'm looking to buy the LG OLED C7 or B7 television.

        LG OLED TV (C7 or B7)
        Playbar
        Apple TV

        That's it. If I turn off Dolby and go with Stereo, does that fix the problem? I don't do Surround Sound.
        Bigmanibids
        Lyricist III
        April 8, 2018
        I set my Verizon STB to PCM( stereo) and all other devices to stereo also- resolved all lip sync issues
          schneitz82
          Lyricist I
          April 11, 2018
          Okay, I am very confused at this point. I was going for a PS4 Pro - LG C7 - Playbase (+Sub + 2 Play: 1) DD5.1 setup, but I guess I will have to deal with this sync issue then.
          Would a optical audio splitter like this https://www.amazon.com/Portta-Toslink-Digital-Splitter-Dolby-AC3/dp/B00NBTRC4O/ref=sr_1_8?ie=UTF8&qid=1523445338&sr=8-8&keywords=optical+audio+splitter solve the issue for me?
          I set PS4 audio output to optical, connect that directly to the splitter. Do the same thing for the TV. Connect splitter to Playbase. -> No delay issues?
          marksawbo
          Trending Lyricist II
          April 11, 2018
          Okay, I am very confused at this point. I was going for a PS4 Pro - LG C7 - Playbase (+Sub + 2 Play: 1) DD5.1 setup, but I guess I will have to deal with this sync issue then.
          Would a optical audio splitter like this https://www.amazon.com/Portta-Toslink-Digital-Splitter-Dolby-AC3/dp/B00NBTRC4O/ref=sr_1_8?ie=UTF8&qid=1523445338&sr=8-8&keywords=optical+audio+splitter solve the issue for me?
          I set PS4 audio output to optical, connect that directly to the splitter. Do the same thing for the TV. Connect splitter to Playbase. -> No delay issues?

          Yes that will solve it. Any device that has an optical out can be plugged into the splitter and then the audio won’t be delayed as it bypasses the TV. It’s only devices that don’t have an optical out such as Apple TV, Nvidia Shield and others that are affected due to the TV not passing the 5.1 signal.
            alexhorre
            Lyricist I
            April 12, 2018
            I've decided to go with the Sony 930e which has more nits and benefits greatly with Dolby Vision streaming over Netflix which is my primary means of consumption. No problems with Sonos.

            The 930e has no risk of burn-in, unlike the OLEDs which is still unproven—and don't want the fiasco of going through customer support pokey hokey.
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