Audio and Video out of sync
skrapFios
Enthusiast - Level 3

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.

54 Replies
CRobGauth
Community Leader
Community Leader

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.

GaryPSU
Enthusiast - Level 3

Me too!

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CRobGauth
Community Leader
Community Leader

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?

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Dottie4
Enthusiast - Level 2

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

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CRobGauth
Community Leader
Community Leader

Under menu settings system info, what is your release id?

If not 4.8, you should get the release this Fri.

Unfortunately, Verizon doesnt advertise releases.

It has been stated they don't want to advertise what issues they have to be used by competitors against them.

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g8tor
Enthusiast - Level 2

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
Enthusiast - Level 1

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
Newbie

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

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skrapFios
Enthusiast - Level 3

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.

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dumpy199
Enthusiast - Level 1

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.

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clem21
Community Leader
Community Leader

@dumpy199 wrote:

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.


Unless something changed, there should be fiber running from the pole to an ONT on the outside of your house. Coax cable and ethernet cable come out of the ONT,  coax usually goes to a splitter, then to router and your boxes,  ethernet to your router. There is a short video that describes the ONT in the sidebar on the main forum page.

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outerbanks1
Enthusiast - Level 2

The ONT can be inside if you provide a place to go. They installed it at my home central enclosure in basement, which is not where landline and power enter home.

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sabfish1
Newbie

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. 

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10292
Newbie

This also worked for me.

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JonnyRock
Newbie

You are a genius! Thanks

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TGagle
Enthusiast - Level 2

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.

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gottagojoe919
Enthusiast - Level 1

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. 

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CRobGauth
Community Leader
Community Leader

Fix is hoped to show up in Jan.

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Cindy266
Enthusiast - Level 1

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?

skrapFios
Enthusiast - Level 3

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

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