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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?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
I received a new Laptop and then had to return the faulty one within 2 weeks. This replacement service is applicable to all Surface laptops if bought by a business. So don't call or contact consumer service but try Microsoft Business Support. It 's another world.
Hello. I completely disappeared this problem after the clean installation of windows 10 20h1 I installed a normal image not special for my surface laptop. I have an AMD processor 16 gb 512 gbssd I then installed the latest version of the drivers downloaded from the site to surface laptop 3. with an amd processor. and then I turned on the windows insider program and upgraded to the 20h2 version, along with this update, several drivers were installed. among them, an even newer display driver. If someone does since I let me know please whether it helps. I have solved this problem with this method.
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If life was only this simple....
Of course that switch will not fix this issue. We all have tried this and I am have the "Use hardware acceleration when available" switch on. Audio is still out of sync with the video. It will occur after you open other programs and switch tabs during video playback.
It is also not browser related. The sync issue will also occur if you play a video file in the basic windows video player. Or during a meeting session using Zoom. After a while the speakers video will get out of sync.
I have called a few times with Microsoft Business Support and my notebook will soon be replaced. So happy.
Seem to be having the same problem. So is the only solution at the moment to get the laptop replaced? Is there no chance of this being fixed through an update?
Seb
Hi Everyone,
Thank you for all your feedback and troubleshooting options.
It's great to hear that MS Business is willing to send a replacement out if the issue continues.
I MAY have found a solution.
Last week, I downloaded the Surface 3 Laptop AMD drivers and firmware from MS support here:
https://www.microsoft.com/en-us/download/details.aspx?id=100428
Since installing, things seem to have improved and I have been watching on Netflix without any sync issues for about a week now.
I still need to test it on more audio video applications as well as on video from different websites. But so far, so good - on Netflix!
I'll re-post in a few weeks to let you all know how the saga continues...
Hi Seb,
I am an IT specialist and this is the first time I wasn't able to fix an issue. In my opinion the only way to fix this is replace the laptop. But there is also good news. If you contact MS Business Support (if your company bought the laptop you can contact business support) there is a service that will first send you a new laptop and you will have 2 weeks to install everything on it before you have send your current laptop back to Microsoft.
This service is standard for all Surface Laptops that are bought by a Business.
