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
    2020-06-09T09:07:26+00:00

    Those drivers just got published today.  Nice I'll check as well.

    I can't seem to find the ones for the Surface Book 3 with Intel processors :(

    EDIT 2: also realised this is a thread for Surface Laptops, and I'm using a Surface Book 3...

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  2. Anonymous
    2020-06-08T23:03:28+00:00

    Those drivers just got published today.  Nice I'll check as well.

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  3. Anonymous
    2020-06-08T22:20:25+00:00

    Just Google Surface 3 laptop drivers for Intel

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  4. Anonymous
    2020-06-08T22:12:40+00:00

    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...

    Mine is an Intel device - presumably the AMD driver won't be compatible?

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  5. Anonymous
    2020-06-08T21:59:51+00:00

    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...

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