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Moderator
Posts: 245
Registered: ‎03-10-2014
Message 341 of 401 (1,095 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

[ Edited ]

Hello everyone,

 

I am still awaiting some details from our Design group.  However based upon the customer visits last month we have found a secondary root cause for the Drifting Audio Sync.  When a soundbar connects to a music application (such as Spotify) through the Network connection, communication pings occur between the two devices.  We have found that when the music application is shut down, the soundbar continues to attempt to ping for the application which then results in an audio buffer overflow and the Drifting Audio Sync condition.  Disabling the Network functionality of the soundbar stops the communication ping from occurring, which is the observation that you all have been seeing. 

 

Our Design team current has firmware that corrects for this condition and is undergoing SQA evaluation.  We are targeting a mid-April release for the firmware to be available to the market.  This is subject to change if any issues are encountered during the SQA phase. 

 

Thank you to everyone for your patience and support in helping to resolve this issue,

Chris

 

[ADDED]  Generally firmware releases are worldwide, so this would be resolved in all regions at the same time.

Specialist
Posts: 15
Registered: ‎08-13-2014
Message 342 of 401 (1,090 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

Makes perfect sense. Thank you for the follow-up!
Specialist
Posts: 41
Registered: ‎08-30-2016
Message 343 of 401 (1,084 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

Crikey, that sounds like a fix Chris. Thank you for your persistence in resolving this. I had given up all hope, I am proved wrong. Look forward to the fix. 

Expert
Posts: 53
Registered: ‎06-26-2016
Message 344 of 401 (1,028 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

[ Edited ]

Hey Chris,

 

Thanks for this information.

I don't understand it completely I think.

How does it come that I experience Sync Drift when I have never made a connection with my HT RT5 with any music application.

I always experience SYNC DRIFT when watching from TV, Blue Ray, DVD, USB and the soundbar is connected with the internet.

When watching I don't make a connection to a music application like Spotify for instance.

Your provided explication on the new findings troubles me.

 

 

Specialist
Posts: 24
Registered: ‎08-02-2016
Message 345 of 401 (1,010 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

 

Indeed I have NEVER connected to a music service device like spotify so I suggest this may be a second condition for the problem - but the second of many ! Convinces me further that the soundbar is totally buggy.

Specialist
Posts: 35
Registered: ‎08-05-2016
Message 346 of 401 (924 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

SonyHav

 

Whats the oint going round the houses when its been confirmed already you (Sony) are only offering 70% of the purchase price.

 

I am not going to lose out because of SONYS bad quality, workmanship and design, Why waste my time even more? 

 

P.s Well done for taking nearly a year in finding what might be the fault you lot should be renamed TalkTalk with that level of customer service.

 

#Joke #whatawasteofmoney #neverbuysonyagain

Expert
Posts: 223
Registered: ‎08-29-2016
Message 347 of 401 (772 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

Fix please
Apprentice
Posts: 4
Registered: ‎03-15-2017
Message 348 of 401 (638 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

[ Edited ]

I purchased this system back in November 2016 and the only issue I was experiencing at first was low volume on Sky Q. After increasing the db of each speaker to the max it helped but was still just ok at max volume. Very dissappointing compared to my 12 year old wired system.


A few weeks ago I first noticed a lip sync problem. Changing channel fixed it but it would come back again. Then the sound started to go completely and the only way to get it back was to reboot the soundbar. At first I thought it was Sky Q but then noticed it happening on the PS4. The boot up time is getting progressively longer too.


I am experiencing issues with the system now everyday and am very dissappointed with it. It is without doubt the worst piece of electrical equipment I have ever purchased. I'd be interested in that 70% buy back at this point but I'm in Ireland so don't know if that's even possible.

Highlighted
Specialist
Posts: 35
Registered: ‎08-05-2016
Message 349 of 401 (555 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

[ Edited ]

Kenor

 

In the Uk its the retailers problem to fix the issue within the first 6 months from purchase and therefore you can go back and demand a refund as Sony have know admitted there is a manufacturing fault.

 

Months 6 - 12 then the retailer can pass the buck back to the manufactor but you still have rights.

 

Im not sure what consumer rights are like in Ireland but I would aslo look at if you purchased using a credit card then you may have a case for a full refund back from them as the item is not what is/was described when you bought it.

 

BUT my biggest advice is NEVER buy a sony product again!!!

 

http://news.bbc.co.uk/1/hi/magazine/8253915.stm

Moderator
Posts: 245
Registered: ‎03-10-2014
Message 350 of 401 (523 Views)

Re: HTRT5 Lip-Syncing. Is there a fix?

Hello all,

 

I wanted to update everyone. We are still targeting a mid April firmware release to address the Network Ping issue.

 

I earlier referenced that connecting to a music service and disconneting was the result.  But after further discussion with our SQA and Design groups, there may be cases where you don't actively initiate a music service but a capable device on the network would still result in this type of ping authorization.  

 

I will continue to provide information as we get closer to the release timing.  

 

Thank you,

Chris

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