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Apprentice
Posts: 8
Registered: ‎06-20-2016
Message 41 of 398 (1,222 Views)

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

Chris,

 

Thankyou for continuing to look at this.

 

I do experience the drift via the optical cable too.  Specifically streaming from amazon prime via the TV's smart hub.

 

I've changed my setting as requested.

TV on game mode (which automatically disables Auto Motion).

HDMI Control off on TV, STB & Soundbar.

Unfortunately I still get the drift.

 

It was about a second out when I got home from work today, the TV had probably been on 3-4 hours at that point, so it appears it does get worse as time goes on.  My 4 year old is not clearly not bothered by it though!

 

I've managed to record it happening in a 10 minute video.

I have plugged another speaker directly in to the STB's stereo output so that you can hear the problem.  It is synced with the picture at all times.

The video starts with a slight delay, you can hear an echo.

I walk through the TV's menu showing the game mode on and HDMI CEC off.

I then "fix" it by opening up the A/V Sync, changing it from zero up one notch, then back down to zero.

At this point the audio resyncs (There is still a few ms echo between speakers but I think that's to be expected because they are different sources)

You then have to watch Peppa Pig for a bit Smiley Happy

Just before the advert/commercial break you can hear the sync has started to drift between the two speakers.

Finally I walk through the soundbar settings.

 

I'll PM you a link to the file in dropbox.  I hope it helps.

 

 

 

Brian.

 

Expert
Posts: 53
Registered: ‎06-26-2016
Message 42 of 398 (1,202 Views)

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

I've noticed that setting TV to GAME MODE gives me a less saturated less sharp picture.

Specialist
Posts: 38
Registered: ‎06-18-2016
Message 43 of 398 (1,103 Views)

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

[ Edited ]

Has anyone had any luck with any of the advice provided so far?  My lip sync was so badly off last night that I again had to reach for my headphones.  I think tonight I am going change my signal path to the following and see if it resolves anything:

 

STB > HDMI > Xbox One > HDMI > Samsung UHD TV > Optical audio cable + HDMI ARC > HT-RT5

 

I'll just basically use the TV as my HDMI switcher, rather than the HT-RT5...while getting audio from the Optical cable (a previous post indicates that may resolve sync issues) and hopefully maintaining "handshake" via HDMI ARC, so that perhaps I can limit myself to a single remote control at the end of this debacle (doubtful).

 

In the meantime, I'm starting to think about cutting my losses and I will be shopping for an alternative solution (reasonably-priced, 5.1 Soundbar with wireless sub and rears) or just going back to using receiver/separates/wires.  This is moving way too slowly.

 

@brianhearn - Have you heard anything back from Sony after you made the video for them?  I noticed that was 2 weeks ago and there hasn't been an update from Sony since then.  I'm very curious what they're thinking now that they've seen a video of this behavior.

 

 

Apprentice
Posts: 8
Registered: ‎06-20-2016
Message 44 of 398 (1,091 Views)

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

@lukezra - No, not even acknowledged the video.

 

I need to do some more testing because I changed my configuration (again) yesterday.  I realised that when watching Netflix on the tv's smarthub I wasn't getting 5.1 sound, just Dolby Pro Logic.  I've ditched the optical cable and returned to ARC but this time I've plugged Sky directly in to the TV.  I think is the TV's fault rather than the soundbar, it appears to only output/pass through a Dolby Digital signal via ARC.  

 

I also went through every HT-RT5 setting and reset to default. I then changed the quick start setting (it is *really* slow to boot up otherwise and I have eliminated this as the cause for the sync drift previously), and the centre speaker volume (manually, not via auto calibration).

 

I now have

Sky+ > TV (HDMI1), then TV (HDMI4 ARC) > HT-RT5 (HDMI ARC) 

Bluray > HT-RT5 (HDMI1), then HT-RT5 (HDMI ARC) > TV (HDMI4)

PS4 > HT-RT5 (HDMI2), then HT-RT5 (HDMI ARC) > TV (HDMI4)

 

This appears to be the optimal wiring config for getting 5.1 sound from everything.  The optical cable, for my Samsung TV at least, seems to be limited.

 

I'll report back later as to whether I still get the sync drift.

Moderator
Posts: 225
Registered: ‎03-10-2014
Message 45 of 398 (1,084 Views)

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

Hello all,

 

First brianhearn, thank you for the video.  I should have thanked you 2 weeks ago when you provided it.  Mea culpa.

 

Second, I've shared the video with our Design group, they can see your behavior but without the ability to replicate we cannot take action.

 

Third, thank you to 117w33n.  We are currently working with him to attempt to replicate this condition on a repeatable condition.  So far without success.  We have documented his setup condition and numerous other factors and provided this back to our design group.  

 

We will continue to work to attempt to see if we can replicate this condition.  

 

Please note, that the majority of the members having this condition on this forum are in Europe and the direct conditions that they have in their setup will be unable to replicate directly with our Sony SEL group (which I am a part of).  I'm attempt to get by Sony European counter parts to attempt to replicate in their region.

 

Thank you for your patience and your help in providing information so that we can determine the root cause,

Chris

Specialist
Posts: 24
Registered: ‎08-02-2016
Message 46 of 398 (1,030 Views)

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

 

Hi, I too have this problem. It started after 5 months and 2 months later is so bad the soundbar is basically unusable - having to continually turn off and on again or disconnect and reconnect cables. 

 

I admire everyones patience in hoping for a fix but clearly this isn't going to happen. This soundbar has a fundamental flaw - and SONY will probably never admit to it let alone fix it.

 

Well IMO a product with a RRP of 500 quid was not fix for purpose when sold if its become unusable after 7 months - too many people are hitting this problem for it to be dismissed. So I will be returning to Currys and asking for a refund. It will be a battle after 7 months I'm sure and maybe I won't get a full refund but its well within guarantee and theres no realistic chance of it being 'repaired' - not that a premium device like this should need a repair after 7 months. I think anyone else within the 12 month guarantee should do likewise.

Moderator
Posts: 225
Registered: ‎03-10-2014
Message 47 of 398 (1,021 Views)

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

Hello alant,

 

We are attempting to replicate the condition that has been detailed within this forum thread.  I would like to confirm some points with you and your setup.  I see that you are in the United Kingdom, where the majority of these complaints are currently coming from.  Could you provide the following information?

 

Television manufacturer:

Television model:

Provider name:

Set Top Box model:

Setup method:  e.g. Set Top Box > HDMI > HTRT5 > HDMI > Television

 

Your behavior is what we have termed Drifting Audio Sync, where it starts off OK and then gets more out of sync as time passes.  To correct or reset to Sync to normal, you have to either 1) Turn off the Soundbar 2) Change the channel on the STB, or 3) Change the audio sync in the Soundbar menu.  

Is this the behavior that you are seeing?

What sources have you noticed this Drifting Audio Sync?

 

Thank you,

Chris

 

 

Specialist
Posts: 24
Registered: ‎08-02-2016
Message 48 of 398 (1,005 Views)

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

Hi,

TV = SONY KDL-52W3000

Set top box = SKY (Amstrad DXR890)  

DVD player = SONY BDP-S3500

 

I have observed the problem with both the sky box and dvd player - although much more often with the sky box because thats on for longer periods and the problem manifests and gets worse over a period of time. ie Your description "where it starts off OK and then gets more out of sync as time passes" is  correct.  I can reset back into sync by turning off soundbar or sky box or by unplugging the hdmi cable inbetween and reconnecting.

 

My setup is

Sky box > HDMI > HTRT5 > HDMI > Television

DVD player > HDMI > HTRT5 > HDMI > Television 

Removing the soundbar from the setup and connecting direct from sky box to TV has never shown the problem.

 

My problem started after about 5 months of use, and i have read others say similar so if you're using a new soundbar to try to reproduce then I would suggest that will never happen. Is it not possible for you to refund someone that has a faulty bar (whoever is located nearest) and use this to reproduce ?

 

 

 

Specialist
Posts: 38
Registered: ‎06-18-2016
Message 49 of 398 (1,003 Views)

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

Chris,

 

First of all I want to thank you for continuing to work with this thread to try to resolve the issue.  I don't envy you.  I also want to point out a couple things that might help you to target a cause/solution.

 

a)  You've mentioned that the majority of complaints are coming from European customers.  While I am in the NJ/NY area, I purchased my HT-RT5 refurbished on a secondary market (eBay) so it is possible that it originated from or was manufactured overseas.  Another US-based contributor to this thread (117w33n) said he got his from Costco, but I don't know how they get their inventory.  Nevertheless, I still think we should be sharing our serial numbers on here to determine if there is any commonality in the manufacturing dates/locations.  My serial is:

 

8803992

July 2015/August 2015/September 2015

 

b)  The root problem seems likely to be related to the A/V Sync function itself - Building upon what user brianhearn mentioned on page 4 of this thread, one way to temporarily resolve sync issues is to go into the A/V Sync menu, change it from 0ms > 25ms > 0ms.  This basically resets the sync and SOMETIMES solves the issue, but it does NOT last long at all.  To be honest, simply engaging the A/V Sync menu without changing the delay setting usually corrects sync for a bit.  This suggests to me that the baseline for the A/V Sync function is drifting.  That may seem obvious, but it implies that the problem lies in the coding of the A/V Sync function itself.  It feels like if I could just disable the sync function altogether the drifting would stop.

 

c)  Last night I purchased a new Xbox One S and replaced the original Xbox One in my signal path.  The sync issues continue to occur when using the new Xbox.  I also took the opportunity to change from STB/Xbox > HT-RT5 > TV (HDMI-ARC) over to STB/Xbox > TV > HT-RT5 (Optical) and the sync issues persist.  This rules out the Xbox as the source of the problem and also discounts an earlier suggestion that using the Optical Audio input could resolve these sync issues (it did not resolve it for me).

 

I will continue to test and report back with what I learn, but it would be fantastic if we could step up the pace a bit.  As others have mentioned, the sync issues appear to be worsening - causing the system to be functionally useless in recent weeks.  Please have your engineering team dig into the A/V Sync function as a possible source of the problem.  Remember that simply engaging the A/V Sync function (not even changing the delay setting) can correct the issue for a brief period.  That speaks volumes to me.

 

Thanks again for your help.

 

Best,

 

Luke

Expert
Posts: 53
Registered: ‎06-26-2016
Message 50 of 398 (996 Views)

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

So if I understand it correctly it's possible that in different countrys there are differences in the types of HT RT5 ???

 

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