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MizzenMaster
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4 Messages

Thursday, August 5th, 2021 5:40 PM

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My audio & video do not sync properly

I have a new Samsung NEO QLED QN90A and I have a Xfinity X1 box. The syncing of the audio & video is inconsistent. Some channels are fine but then change to another and the sync is off. It can even change while watching a show.  I have tried multiple setups but nothing works consistently. I need your help!

Question

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Updated 

3 years ago

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CCAnna

Problem Solver

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874 Messages

3 years ago

Hi @MizzenMaster , thank you for reaching out to the community for help! I honestly think this is one of the most frustrating problems. I just want to pull my hair out when the voices are out of sync. No worries, I am sure we will get to the bottom of this working together.

 

Please follow these steps and make sure all the setting are correct on the new TV and cable box.  

 

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).
  • 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.

 

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.

Lastly, make sure the HDMI cable is plugged into both the new TV and cable box tightly. Also check for damage to the cable or kinks. I have found that a bad HDMI cable is usually the cause for audio issues.

 

Please let the community know if any of these troubleshooting steps helped. If these steps did not work, can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

1

user_ce73c7

Visitor

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1 Message

@XfinityAnna​  I have the same problem. I just got Xfinity so it shouldn't be due to damaged cords. I turn my TV off then back on, and it's fine. Within an hour or two it's messing up again! 

3 years ago

0

MizzenMaster

New Poster

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4 Messages

3 years ago

I followed the above steps but had no success. The only way I was able to get audio & video to sync was to set HDMI audio to stereo which does not give the quality of sound I would on Dolby 5.1.  

7

CCMike1

Official Employee

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933 Messages

I'm sorry to hear these steps didn't help. Have you tried resetting the box to see if this fixes the issue by chance? 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

TEST_ING_123

Regular Visitor

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18 Messages

@MizzenMaster  I have the same issue. Many people report this issue... but these people never follow-up to say they found a solution. I gave up and turned my output to Stereo. Comcast doesn't care. 

3 years ago

0

user_b2f0ab

Visitor

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2 Messages

I am having same issue on all tv shows live and/or dvr. It just started about a month ago I believe, TOTALLY AGGRAVATING and ANNOYING! 

3 years ago

user_b2f0ab

Visitor

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2 Messages

I reset my boxes also and not fixing it! 

3 years ago

0

XfinityEmilyB

Official Employee

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1.7K Messages

Welcome to our Xfinity forum, @user_b2f0ab! I enjoy watching my favorite shows to relax at the end of the day so I'd be frustrated if the audio was out of sync. We'll stick with you here until we can make sure everything is back up and running. Have you tried the steps posted above by XfinityAnna? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

MizzenMaster

New Poster

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4 Messages

3 years ago

I have reset the X1 box several times but it made no difference.

8

XfinityDena

Official Employee

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2.5K Messages

Thank you for being our hands and eyes during this troubleshooting process. Some TV boxes do not support surround sound at this time but I wanted to confirm are you setting up your sound using expert mode (Settings > Device Settings > Audio > HDMI Audio Output and select Expert Mode)? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

cmcorton

Regular Visitor

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10 Messages

I’m having same issue been texting back and forth within this forums.  I have X1 box, I have reset, I have rebooted, I have checked the hdmi cables are tight.   Some channels work fine done don’t.   It’s not a tv issue.   There is a delay coming from Comcast 

3 years ago

SB3018

New Poster

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13 Messages

Also having the issue even on Xfinity apps. Nothing has helped. If it's on even the apps, the issue is with Xfinity.

I have always had issues with Xfinity and abhor their service. Their troubleshooting has rarely if ever been helpful to me and even with multiple complaints for years, they never seem to address issues

3 years ago

0

XfinityDena

Official Employee

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2.5K Messages

I am sorry to hear of the on going issues you are having with the audio being out of sync. I'd be frustrated if the audio was out of sync. We'll stick with you here until we can make sure everything is back up and running. Have you tried the steps posted above by XfinityAnna? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_a8b024

Visitor

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1 Message

I am having the same trouble with the App. What are the steps to fix this issue with the App?

thank You

3 years ago

Dennis_31

Visitor

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1 Message

3 years ago

Same issue here, and I am tired of Xfinity not addressing it.  It is truly within their higher end boxes.  My little cable box has no issue on the exact same TV.  but the big X1 box has this issue.  Plus I had the same set up with an older box, but that one just died, I got a replacement (same model no change) and ever since the new box was installed, syncing has become an issue.  So totally controlled environment with only one thing changing "THE BOX"  so what is the fix. !!! too many subscribers are having the same issue.  

4

XfinityMarcos

Official Employee

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1.9K Messages

Hello, @Dennis_31, I would probably be just as frustrated if I had to deal with the same issue through multiple device swaps, so I'm sorry you've been going through this. Audio issues are the worst and are an easy way to ruin a show or movie, so let's roll up our sleeves and work on this together. Other than replacing the cable boxes, what other troubleshooting steps have you taken? This way we can try to avoid any repeat steps.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

BigDog001

Frequent Visitor

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16 Messages

I'm here to tell all, this is NOT just an Xfinity X1 issue. We have a Roku Ultra, using the Xfinity Stream app on it, and we have the same issues with shows we DVR onto the Xfinity Stream app. This is a problem within Xfinity Stream service itself and NOT the hardware of the X1 or the Roku in my opinion. We too reboot our Roku, it sometimes clears it up or when we reboot we can't resume the DVR show we were previously watching, it just has the spinning circle in the middle and never loads or give an error it can't load. Xfinity Stream service is having issues and Xfinity needs to fix it. I also see in other forums that this is wider spread than just X1 and Roku, every type of mobile device, phone, tablet, using the Xfinity Stream app and DVR is having this same issue, and has been going on now for over 4 months from the messages I've seen and our own experience noticing it about 2 months ago. C'mon Xfinity, fix this already, stop pointing people to hardware solutions that do nothing, suggesting SAP settings when people are on mobile phones having the issues. This is a direct problem with the Xfinity Stream service, fix it already!!!!!!

(edited)

3 years ago

ChitownGolf

Visitor

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11 Messages

BigDog001 is 100% spot-on.  Comcast, please fix the streaming issues.  The bit rate drops all the time and watching recorded shows is a pixelated mess half the time, especially sports.

3 years ago

user_e2b24d

Visitor

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2 Messages

I've had the issue and have tried all the troubleshooting steps. Wondering if I should switch to Directv...

3 years ago

0

user_c47031

Visitor

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2 Messages

3 years ago

I also have a Samsung QN90a. I was able to keep my X1 cable box audio on Auto Detect (Dolby Digital Plus) without sync issues by making the following adjustments on the QN90a TV:

Go to All Settings

Go to Sound

Go to Expert Settings

Go to Digital Output Audio Format

Select Pass-through

Hope this helps others.

4

user_4b4580

Visitor

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1 Message

@user_c47031 this worked for me too!  Thanks!

samsung QN85 

I have a soundbar (also samsung) and to use this option you have to use an hdmi cable. Luckily, I had run an extra one behind the wall so it was a simple switch for me. 

3 years ago

0

user_3be13f

Visitor

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1 Message

@user_c47031 - worked for me. Much appreciated.

3 years ago

0

user_878373

Visitor

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2 Messages

Thank you, thank you, thank you!

3 years ago

0

user_878373

Visitor

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2 Messages

@user_c47031​ Thank you! This worked. 

3 years ago

0

EdWestfield

New Poster

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4 Messages

3 years ago

I want to be fair and give Comcast/Xfinity 2 weeks to fix this audio sync issue.

If they don't fix it by the New Year- I will dump Comcast/Xfinity and move on to a lesser option.

Comcast/Xfinity has expanded well beyond its capability to manage their technology.  Does anybody believe they are getting the download speeds we are paying for?

0

rgiesige

Visitor

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1 Message

3 years ago

I wanted to say that I have only the Comcast app and none of the boxes. I constantly have the audio delay issue with all my devices on different networks. This is super frustrating and annoying.

0

0

user_6b31c4

Visitor

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1 Message

3 years ago

I had a problem with DVR audio/video sync.  I found a YouTube fix.  Go to Xfinity: Settings; Device Settings; Audio.  Change Auto Detect settings to Stereo.

It was an instant fix!

Here is the link to the YouTube video:  Fixing Comcast Xfinity Sound Sync (Voices Off From Moving Mouths) - YouTube

3

CCAnna

Problem Solver

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874 Messages

Thank you for the update @user_6b31c4! That is awesome. I am so glad this worked for you and you took the time to share with the community. We appreciate your loyalty to Comcast.  

I no longer work for Comcast.

3 years ago

0

Sparklingeyes4j

Visitor

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2 Messages

@user_6b31c4 Yes! I was just signing in to post what I just figured out and bam! you figured it out too. Sweet! 

3 years ago

0

user_e2b24d

Visitor

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2 Messages

@user_6b31c4​ Unfortunately, this didn't work.Expert mode didn't work either.

3 years ago

0

Sparklingeyes4j

Visitor

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2 Messages

3 years ago

Start by using your Xfinity remote button to get to the homepage.
Using the arrows,
toggle up 1 and over 1 to SETTINGS (the gear icon)
SELECT
Toggle over 3 to DEVICE SETTINGS
SELECT
Toggle down 1 to AUDIO
SELECT
Toggle down 2 to HDMI AUDIO OUTPUT
SELECT
Select STEREO
Press Xfinity button to get back to the homepage
Viola!👏

0

0

user_b2cf44

Visitor

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2 Messages

3 years ago

I just upgraded my X1 TV box and had this issue.   The TV it is attached to is an LG OLED.    I solved the issue (after multiple reboots of the set top X1 box) by going into the LG's settings and adjusting the Audio Video synchronization time.

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0

user_a36133

Visitor

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1 Message

3 years ago

Same problem here - lip sync problem is terrible.  Just had the box replaced.  Have to constantly turn tv off and back on to temporarily fix the problem - 

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