Audio sync 4k box

Good afternoon @TEST_ING_123

I appreciate you bringing this audio concern to our attention. I know it can be frustrating when the audio does not match the video play. We are here to help. Are you noticing this mismatch on all channels and shows or specific ones? 

I have noticed this issue on all the channels. 

Just to make sure we cover all the bases, have you already tried these troubleshooting steps? If not, please give them a try and let us know if it does the trick! 

Audio Doesn't Match Picture

To troubleshoot this issue:

1. Verify/disable the SAP/MTS switch for the TV, DVD, VCR or other connected device.
   • Locate the device's SAP or MTS setting. This could be:
     • A button on the device's remote (not the universal remote).
     • For TV Adapters using the TV Adapter Remote, press the LANG button.
     • For TV Adapters using the XR2 remote, press the xfinity button, highlight Audio Preferences, then press OK to change the language preference.
     • An SAP, MTS, Stereo/SAP, or Stereo setting in the device's onscreen guide or menu selection.
     • An SAP or MTS toggle switch on the TV, VCR, etc.
   • For SAP or MTS, change the setting to Off or Normal.
   • For Stereo/SAP or Stereo, change the setting to Stereo or Normal.
   • If you have multiple devices connected between the TV Adapter or TV Box and the TV, it may be necessary to check the settings on each connected device.
2. If the issue is still occurring, verify the Default Audio Track setting on the video device guide.
   • For TV Boxes:
     • Go to the Main Menu.
     • Select Setup.
     • Select Audio Setup.
     • Set the Default Audio Track to the desired language.
   • For TV Adapters with an on-screen guide:
     • Press the INFO button.
     • Highlight Setup and press 5 or ENTER.
     • Highlight Audio Setup.
     • Select the desired language.

@XfinityGina  yes, I have tried these options and the issue persists.  

Equipment:

Samsung Frame TV

Issue also exists with:

Samsung Frame TV

Sonos Arc Soundbar

@TEST_ING_123

Thank you for trying those trouble shooting steps. The next step would be to run a diagnostic on your services at your address and see what that tells us. Could you please send me a direct message with your full name and address? You can send a direct message by clicking on the chat icon in the upper right, then click the pen/pad looking icon, and last Xfinity Support. Thank you for your time.