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Audio and Video out of sync

The past week or so, I feel like I am watching a Japanese movie where the sound doesn't match the mouths. I contacted Tech support and she rebooted the boxes remotely but that didn't seem to fix it. I have contacted 3 other people that have FIOS and they too are experiencing this issue so it surprises me that the woman I spoke to said she wasn't aware of the issue but figured I would, at the very least, make you aware of it... Please resolve the issue ASAP.

Comments

CRobGauth

This is a peer to peer support forum.

I assume you have VMS hardware and have recently had a software update?

I saw a post in another forum that Verizon has acknowledged this issue.

Fix is hopefully on its way.

In the interim, the best way to correct is to pause program and then resume.

Should resync.

Or change channel and then back.

g8tor

I am having the same issue it started sometime over the past week or so. I have tried the pause/unpause routine and it seems to work in getting it back in Sync. One thing I noticed is if I paused when it was working okay when i did the unpause it was out of sync. Did the pause/unpause again and it put it back in sync.

Hope they can get it fixed.

JoshAdams61

I was having the same problem. I pressed and held the D button for 10 seconds. On the white screen I selected User Options and then HDMI Settings. I then scrolled to the bottom and pressed RESTORE ALL DEFAULTS and that fixed my Audio Video Delay problem instantly.

Lcer

I had this problem also. I called support and they were able to walk me through to get to an obsure settings screen. I had to press 3 buttons on the remote one after the other. It was STB, OK and menu. Brings you to a user setting menu. Use down arrow to get to Additional HDMI settings, then OK. Then go down to Audio Output and have it say L-PCM

skrap1

The above remedies (resetting to default) still don't resolve this issue (only temporarily - same as stop and resume and/or pause/unpause). Talked to tech support again (to have him do the above reference fix since I don't see it as an option) and he confirmed (after the usual "is the power on", type debugging) that it is a known issue and should be fixed in the next release; he indicated that it looks like around 12/20/17 will start the rollout (Pit, NY, MD) and then within about a week, rolled out to everyone else.

TGagle

I have been experiencing the same problems for the past month or two. Reboot does not help. I have several STB devices. It happens on all devices. I have found one thing that seems to help. When experiencing the out of sync, I change the channel up or down 1 channel and then go back. I helps for a while but does not fix.

sabfish1

I am having the same problem after pausing live TV. To reach the hidden menu, hold down the green “D” key below the number keys for 10 seconds you will ultimately get a white screen. Scroll down to “user settings” and then “additional hdmi settings.” Go down to audio settings and use the right arrow key to make selections.

gottagojoe919

I’ve had the same issue for the past month, Especially after pausing. Have found if I switch channels then back it’s all sync’d up again. Happens on Dvr too. If I stop show and restart, it usually corrects itself. Very annoying.

CRobGauth

Fix is hoped to show up in Jan.

Cindy266

I am still having the out of sync problem. Changing the channel up or down fixes it temporarily. Is anyone else still having this problem?

skrap1

Yes this is still an issue - someone posted an earlier response that it should be updated this month...

TGagle

The channel up and down is only a temporary fix for me also.

Has anyone seen a statement from Verizon on this matter?

Dadof7

I am also continuing to have sync issues. Tried the pause and restart fix and that does seem to make it a little better. I don't know about the rest of you but I pay too much money to have continued issues lime this with Verizon. They need to fix this...NOW.

DB231

I continue to have these issues and they have gotten progressively worse over the past two months.

Pawprint313

I’ve been having this issue for several weeks. If I fast forward DVR recordings or flip between channels, periodically voice and audio are out of sync. Verizon had me change my HDMI audio setting, reset my box and sent me a new box. Even after connecting the new box I am still having issues. Glad to know this isn’t an issue that only I am experiencing. Hope they fix whatever the issue is soon.

skrap1

It is discouraging to read the above post. Sounds like the tech support person that helped you probably wasn't trained properly as to not knowing that this is a known/wide spread issue and/or not sure why this wouldn't show up as known issues since it is so widespread/common. So it sounds like the support person wasted your time going thru all these "debug" steps and as such Verizon should be ashamed

Emsquare

I have only had FIOS since December 20th, but I'm having an increasing problem with audio/video going out of sync on many different channels. It will even change within the same program, going in and out of sync. It's really annoying and distracting when you're trying to pay attention to what you're watching. Come on, FIOS, what happened to your fantastic technology?

Emsquare

Unfortunately I have found that a good number of tech support personnell have no idea how to help. I had problems with my telephone and now problems with the sync on my TV (as well as wrong TV listings in the guide). They always give me the line "well, nobody else has complained. Call back if you still have the problem."

FREDGIR

Yes same

JimDee1

I also have this problem since November 2017. Have called support three times. Yesterday I was chatting with a tech and was told this is related to the cable box not processing HDMI properly and that I should try hooking up the cable box using the Component connection (i.e. red/blue/green plus red/white in back of cable box) instead of HDMI. Has anyone else heard this? Is everone having trouble using HDMI? I'd be interested in knowing before I change my connecetion to my TV.

TGagle

Don't bother.

I have several set top boxes.

I have both HDMI and Component.

This occurs on all types of connections.

I have tried all suggestions. Most suggestions work, but only as a temporary fix.

The easiest fix is channel up and down. This is not really a fix.

JimDee1

I suspected as much. It seems like Verizon doesn't have an answer and is just coming up with random ideas to stall. I hope they figure it out soon.

bigdrop1

This has been an issue since late October without a fix. Along with an even more significant issue of powering on the cable box I am sick of hearing there will be a January fix.

garyelevin

Me too!

CRobGauth

It has been reported that latest software release fixes this issue.

Last group of customers to get it this Fri.

Anyone on version 4.8 still seeing the issue?

Dottie4

I am having the same audio and video out of sync problems. I'm also have problems with the screen freezing and pixelating. This is happening on more than one channel. Sometimes I can't even get a channel to work. If this keeps up I will be changing providers. I pay far too much to have any interruption in service

Dottie4

Same here with no resolution to the problem

Dottie4

I'm still having the issue and haven't seen any notices about software upgrades

Jim331

I have noticed over the last several weeks that some episodes of some shows are not playing/streaming correctly. They are streaky at times with throws off the picture and audio. For example I went to CBS to watch the latest episodes of Seal Team. Episode 12 and 11 have issues, but episode 10 plays fine. I have found this with other shows also, where some episodes play find and others will not. Has anyone else seen this issue. Do the Verizion techs watch these forums or do I need to open a issue somewhere else?

Thanks,

Jim

Jim331

Issue was resolved after talking to tech support. They ran some tests on the router and the boxes and that cleared up the problem.

Lcer

I had similar poicture quality issues. Even totally black screens for some channels. They fixed this by doing some reset of my box.

skrap1

Looks like this issue has been resolved with an update around 1/19/2018.

mustang_sally

We recently got both a new TV with built-in Roku (TCL 55P607) and changed over to Fios.

We're getting significant "lip sync" AV sync problems when watching live TV. Clearly a cable box problem, since the same Netflix show looks fine via RokuTV or through Netflix on the connected PS4 (i.e., another external device), but is terribly out of sync when watched through Netflix on the cable box.

All live TV has this problem, including things we've recorded to the DVR.

Any ideas on how to fix this? I've searched the settings of the cable box to look for something that might help, but have found nothing.

FWIW, we're running audio out to a Vizio SB3651-E6 soundbar via HDMI ARC, but as I say it's only the cable box that has the sync problems.

Sackpersonn

We have exact same setup, with TCL and Vizio soundbar, and same issues. Have not attempted a firmware update as assumed that was automatic but will try tomorrow and if successful will report back.

Unhappy41

Iv'e has Fios installed for 1 year in our new build. It has been out of sync ever since. They want me to unplug the coax on each TV and plug them back in. I did this and it does not work. Easy for them to say pull a 55 and 65" TV off the wall. They have an issue and are not taking resonsibility. Maybe it is time to check out Comcast again. Customer serivce at Verizon is the absoulute worst as of latley. I have them at my Business as well and no better there.

10292

This also worked for me.

Moonpie1951

New customer to Verizon Fios...now I see this audio/video sound sync problem has been kicking around for OVER 13 YEARS!!! They need to add this fact to their commercials...FIOS, VERY FAST and MIGHTY...but only if you don't mind feeling like you are watching poorly, over-dubbed Japanese Horror films from the 1950's. I don't want to call tech support EVERY DAY to get them top reset my TV service...why can't we reset our TV boxes from the web site (it's an annoying solution, but it worked last night when they reset everything)....

Rainmaker1

With the Fios remote I selected the PnP button at the bottom of the remote and an audio selection came up on the screen for ENG 1 and SPA 2. Mine was on SPA 2 and my audio was out of sync but when I selected ENG 1 the audio was in sync. This worked for me and I hope it works for others.

SargeOfNY1

Have service for less than one month, and already video and audio out of sync. We have all the newest equipment, voice control remote and small boxes. Best HDMI cables available. Frustrating.

Ajking82

Having the same problem since we switched back to Verizon. Fixes itself if you unplug it but who wants to do that everytime? We have called several times and all they do is reset it.

They want to charge us to have a tech come out

Ajking82

@rainmaker I dont have that option

Oly1

Same here too

clem21

Ok, two ways to approach this. If you have a 4100 series box, turn power off at box, then hit OK2x on the remote. Hit the left arrow key, scroll down to user, scroll to Additional HDMI settings, change audio to LPCM. Hit power, see if it fixes it. If not get back to that part of the menu, look for audio delay(or sync), change it to 150, hit power, see if that works. If audio is still ahead of video change 150 to 200 and see if it's better. .The higher the number, the more delay you add to the audio. If you have a 1100, or 7000 series box the menu is found by turning off power, OK, MENU, look for additional HDMI settings, and do the same as above. You can also access the menu by holding the "d" key for 10 seconds.

dumpy199

Well here it is 2 years later and now I have the same exact issue so the bug fix didn't correct this known issue. We moved to a new House only 3 weeks ago and gave Verizon Fios a try since we were unable to subscribe for this serive at our other Home and since it was supposed to be Fiber optic's that we be getting the ultimate Digital quality programming available! So far this is not the case and I'm starting to think I may have made a real Big Mistake switching from Comcast. The question that keeps running through My mind is, Yes the cable's from the pole outside on My street maybe Fiber Optic but from the pole to my house is standard cable line so how can you say it's 100% Fiber optic's?

Another question I have is all My Boxes are wireless and the installer, installed My Router in My basement and while most of My boxes do have a strong signal the one in my bedroom is some what weak. I wasn't home at the time he installed it, if I were I would have told him to install it in a central location so it would have given the entire House a better signal. I did tell them that I wanted My computer hard wired which is located in the basement so My guess is it was easier for him to put the Router next to the Computer rather than do it the right way and run a long Ethernet cable. I'm not very impressed.

JonnyRock

You are a genius! Thanks

[Deleted User]

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