Skip to the end of navigation

Welcome to the Community!

Home Theater Products

Showing results for 
Search instead for 
Do you mean 
Reply
Specialist
Posts: 38
Registered: ‎06-18-2016
Message 51 of 365 (923 Views)

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

Personally I am wondering if there were different parts used in different manufacturing locations, which is why I suggested each user share their serial number on here.  If the serial numbers are grouped together, it could indicate one way or the other.  I figure it's worth a try.

Apprentice
Posts: 8
Registered: ‎05-27-2016
Message 52 of 365 (917 Views)

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

Hello everyone, 

I think I found a workaround to resolve the issue. Is not perfect but it works for me and makes the system usable at least paritaly. I disconected the soundbar from internet and used Reset -> Initalize personal information command which will delete all personal data . It worked without a problem for several weeks. When I connected to network again the issue slowly began to appear after seveal day of ussage. So I thnik that the continious ussage of network streaming (like Spotify connect) somehow overflow the memory of the system which slow it down and results in audio drift issue. Please test the if that solution works for you. Maybe it will help Sony pinpoint the exact cause and finnaly resolve the problem

Moderator
Posts: 188
Registered: ‎03-10-2014
Message 53 of 365 (906 Views)

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

[ Edited ]

Hello everyone,

 

The HTRT5 Soundbars are manufactured in our Sony Malaysia factory.  There will be very slight changes to the software and hardware only concerning specific regional requirements.  An example of this is the power outlet connections and voltage requirements for power.  

 

Otherwise, these units share common parts for manufacturing and software for updates and features.  Serial numbers are changed based upon region for tracking purposes.  

 

=======================================================

Hello Luke,

Thank you for your suggestion on the Serial Numbers.  

Providing the your Serial Numbers will allow our design to pull the production information to determine if anything different occured during manufacturing.

 

I'll feedback your other suggestions to our Design group.

 

=======================================================

Hello jsann,

Thank you for your feedback, do you use Spotify frequently?  I have not tested this part of the functionality since this forum was mentioning mainly video playback.  

 

How are you connected to the internet?  Wired or Wireless connection?

 

=======================================================

Does anyone else on the forum utilize the streaming music functionality?  

Either from the Home Network connection or from the Music Services Spotify or Google Cast?

 

Thank you all for your feedback, this is important in helping to identify the root cause.  

I appreciate your patience and support,

Chris

Enthusiast
Posts: 15
Registered: ‎06-14-2016
Message 54 of 365 (895 Views)

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

I will post my SN if that's any use. I don't use any streaming services and my system still suffers this issue. It's more apparent using my STB from Youview. My Apple TV doesn't seem to suffer the problem.
Apprentice
Posts: 8
Registered: ‎05-27-2016
Message 55 of 365 (892 Views)

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

Yes I used Spotify frequently before. I used wireless connection at first but after the issue started to appear I switched to wired connection just to try if this will help but it didn't. Now my system is totally disconnected.

 

Also here is my serial number for reference: 5504022

Specialist
Posts: 23
Registered: ‎08-02-2016
Message 56 of 365 (889 Views)

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

 

I have played spotify music on my laptop and used the bluetooth functionality to output through the soundbar. I have also cast youtube to a sony dvd player connected to the soundbar. But I have never used the streaming functionality of the soundbar itself so isn't relevant to me.

 

I have disconnected from the internet though in the vain hope it may help !  (Thanks for the suggestion jsannn.) 

Specialist
Posts: 38
Registered: ‎06-18-2016
Message 57 of 365 (860 Views)

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

I'm looking forward to getting home from work tonight and trying jsannn's recommendation.  I am using the wireless connection on the soundbar to connect to the internet mainly just to auto-update if a firmware update is released.  I don't use any of the streaming capabilities of the soundbar and have only used the bluetooth input on a couple of occasions just to test it.

Expert
Posts: 51
Registered: ‎06-26-2016
Message 58 of 365 (859 Views)

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

[ Edited ]

My Sn : s015504175d

 

I'm from Belgium

 

I never use streaming services like Spotify

Wirelesly connected to the internet

Apprentice
Posts: 8
Registered: ‎06-20-2016
Message 59 of 365 (828 Views)

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

My serial no is 6603290.  It is connected to the internet.  I haven't used the streaming services.  Did try bluetooth once, disabled it afterwards though.

 

I've not seen the sync problem since Sunday after doing a factory reset (everything except network settings!) and changing the signal paths.  I haven't tested anything other than Sky, and really I've only seen Nick Jr on the TV in that time.

 

 

Specialist
Posts: 23
Registered: ‎08-02-2016
Message 60 of 365 (795 Views)

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

 

Chris,  you're clearly a decent guy doing his best to get to the bottom of this issue and solve it.  And like everyone else I'm happy to supply details and try any workaround offered. But as a SONY representative there must be something you can do to publicise this problem and help customers get some satisfaction.

 

You know this is a genuine issue by the number of prople reporting it, its been given a name, and no solution currently exists. The problem leaves a premium product virtually useless after 6 months of use. People should be able to get a refund or a new soundbar  (that presumably would give at least another 6 months of use.)

 

However SONY product support just refers me to a repair shop that clearly won't be able to fix this.  I haven't yet gone to the retailer because I'm currently trying the disable internet workaround - but they are unlikely to be sympathetic when I do go (if workaround fails.)

 

A PRODUCT UPDATE BY SONY TO RETAILERS TO ACKNOWLEDGE THE PROBLEM EXISTS AND ACCEPT RETURNS WITHING THE WARRANTY PERIOD WOULD BE ONLY RIGHT AND FAIR. Can you do anythign to help make this happen ?

 

 

Get Social

Share your ideas Watch YouTube Support Videos follow us on Twitter Visit us on Facebook