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
    2020-05-22T18:09:22+00:00

    I did a complete reinstall of Windows and the issue still persisted. I gave up and returned my Surface this week.

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  2. Anonymous
    2020-05-10T21:41:17+00:00

    I have a brand new Surface Laptop 3 with AMD Ryzen processor, 16GB RAM/512GB Storage, and same thing is happening to me.

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  3. Anonymous
    2020-05-05T22:40:20+00:00

    Hello,

    I just purchased the same laptop, Surface Laptop 3 15" AMD/8GB RAM, and am having the same issue. During any sort of streaming online video content, the audio and video go out of sync and become unwatchable. Please advise!

    Thanks.

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  4. Anonymous
    2020-05-05T18:04:01+00:00

    Hey, thanks for the reply.

    I don't hear cracking sound, but I am thinking of returning the computer. Tried absolutely everything, I think I will try a USB adapter.

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  5. Anonymous
    2020-03-17T21:50:33+00:00

    Hi NickkToast,

    Thank you for reaching out Microsoft Community. We apologize for the inconvenience this has caused you. 

    Can you tell us what is the current OS version of your Surface device? Is this with Intel Processor? Kindly click this link : https://support.microsoft.com/en-us/help/13443/windows-which-version-am-i-running to check  the current OS version of y our Surface device.

    Once done, please include it in your reply and follow the steps below.

    Open Device Manager

    Expand Audio Inputs and Outputs

    Right-click on drivers available and select uninstall device.  Once uninstalled, kindly restart your Surface to reinstall the drivers back and kindly download this in-place upgrade. Downloading the tool won't delete any files nor the applications you already installed on your Surface. If the issue with the audio is due to corrupted drivers, downloading the tool will repair and fix it. Just click Download Tool Now and hit Next once "Upgrade This PC" appears.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance. 

    Kind Regards,

    Crest_Z

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