Surface Laptop 3 - When watching videos audio precedes the video

Anonymous
2020-03-17T18:23:01+00:00

Hello,

I recently just purchased a Surface Laptop 3 15" AMD/8GB RAM a couple of days ago, and have noticed this issue since I've started using it. 

Whenever a video is played either on Twitch, YouTube, Netflix, etc. after about a minute the audio will proceed to get further ahead of the video causing a horrible desync. I've used Chrome, Firefox, and Edge all to no avail.

I've tried updating the drivers on the laptop through the Microsoft site with the MSI installer, but that didn't work. I also tried to change the Realtek driver to the standard high definition driver but then the sound wouldn't even play so I had to revert that. I'm assuming that this is an issue either with the graphics not having updated drivers or the audio driver not being updated. I can't find updates for either of these drivers.

Has anyone else experienced this issue?

Surface | Surface Laptop | Sound and camera

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  1. Anonymous
    2020-05-09T02:49:38+00:00

    I bought a Surface Laptop 3 15" AMD Ryzen 16GB in January 2020.  I have the same issue with audio getting ahead of the video after a while.  I've seen it happen with streaming and local videos on the hard drive.  After restarting my PC, it sometimes will not occur for a while, but eventually it will happen and get worse.  Heavy loading such as copying files from the hard drive to the network drive seems to immediately trigger the problem, but I've seen it happen under almost no load.

    I used to have the Black Screen of Death after closing and reopening my lid.  Now it rarely happens after I turn off most power savings features.  That is also ultra annoying.  I didn't imagine I'd be having these issues with a premium, supposedly mature Microsoft laptop.

    I've tried many things (update drivers, different players, different videos, streaming, local files, no external monitor, light load, heavy load) to try to narrow down the issue.  Now I found that if the audio and video gets out of sync, I can temporarily resync by closing and opening the lid.  I wonder if that temporarily fixes it for others.  If so, maybe Microsoft will read this and this info will help them fix whatever is causing this issue.

    Edit: It seems switching from laptop to monitor speakers also resyncs temporarily.

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  2. Anonymous
    2020-05-05T22:56:20+00:00

    Hi there! New owner of same laptop and having same a/v sync issue on any sort of streaming video. Can you please raise the issue and let us know the result? Thank you.

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  3. Anonymous
    2020-05-05T19:04:14+00:00

    me neither. no cracking noise. Does someone from Microsoft has a solution to the problem?

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  4. Anonymous
    2020-04-28T22:48:36+00:00

    I have this exact problem too on my Srface Laptop 3 with AMD Ryzen . I am going to call Microsoft tomorrow.

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  5. Anonymous
    2020-04-21T17:34:39+00:00

    Hi NickkToast,

    Sorry for the delayed response. There's really a need for us to reset your Surface device so we can isolate the issue if this is due to driver updates or if the issue happens even if the device OS is the default one. After the reset, I'd like you to try it on the default browser which is the MS Edge. If the issue persists even on the default browser, I'll have it raised for you internally for work around or fixes. 

    Kind Regards,

    Crest_Z

    Crest_Z Has there been any progress on a fix for this issue?

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