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
    2020-06-21T18:09:08+00:00

    Same here with the Surface Book 3. Disappointing, and the customer service have yet to contact me despite promising to do so multiple times.

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  2. Anonymous
    2020-06-17T00:53:42+00:00

    I too am having an audio/video sync issue. I purchased this laptop this week, so it is a fresh install. In each browser I was having this issue. Netflix, Hulu, Amazon Video, Twitch, YouTube and Plex(local stream); all having audio about 1 second before the video.

    I have disabled all browsers "Use hardware acceleration when available" options, and still no luck.

    I also installed the latest driver and firmware updates from the links provided earlier.  The computer is also up to date on windows updates.

    After several tests, I think i found a temp solution(until they fix it).

    This may be a solution: One thing I did change, was the hardware acceleration on the Audio driver itself, and this seemed to help. I have now watched around 1 hour of video without seeing the delay, but I wasn't paying as close of attention  as when I first noticed the delay. To disable the acceleration, go to your sound options, and select your playback devices. double click your speakers/headset properties and navigate to the advanced tab on top of the window.  Remove the Check box for Allow Hardware acceleration of audio with this device.  Hope this helps.

    I truly hope Microsoft can fix this issue as for something fresh out of the box, should not have this ridiculous of a problem. Considering this thread is 3 months old from when it was first brought to attention, doesn't seem like they're going to fix it any time soon.

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  4. Anonymous
    2020-06-13T10:15:39+00:00

    Hello,

    I maybe found a fix. (It works for me)

    I disabled the HPET in the PowerShell with: 

    bcdedit /set useplatformclock false

    Can somebody try it too and give feedback? I hope it's not just a coincidence.

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  5. Anonymous
    2020-06-09T16:04:15+00:00

    Had my fingers crossed, but, even after downloading the update, I am still experiencing syncing issues.  It would be nice if we can hear from Microsoft on this.

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