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

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.

0 comments

116 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-10-03T08:49:59+00:00

    Hello.. I solved this problem by installing clean windows. I don't see this problem at the moment. now I'm going to give you instructions on how I did it. Please then write about the result. To begin with, we need to download an image of surface recovery. Click here https://support.microsoft.com/surfacerecoveryimage There will need to choose a device for which you want to download the image. If you can't see it, enter the device's serial number. Copy it on a usb device after uploading the image. The device must be at least 8GB. and completely free. fat32. then disable the surface device, insert the usb drive with the recovery image and press the enable button to press and hold the F3 key at the same time. then you have to have a choice of language. Choose your preferred language then click recovery with the drive. Then choose a complete cleanup removing all the files and settings and click to recover. I had a process that lasted about 30 minutes.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-10-03T00:30:37+00:00

    Hi Nikita, mind telling me how exactly did you do this step by step? Could use any possible solution!

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-09-06T15:55:02+00:00

    I had the same issue with this exact laptop about a month ago tried absolutely everything to fix it and ended up getting a replacement laptop. The same thing happened again and called microsoft about the issue. Turns out they knew there was a problem with the laptop but decided to carry on selling a faulty £1000 laptop. In the end I decided to return the laptop and get a dell xps which has been excellent so far with no issue.

    Really disappointed in microsoft. When I spend a lot of money on a laptop I expect it to be able to do very basic things like being able to stream videos without any issue. In fairness microsoft did say they were working on a fix but considering people have been having this issue for many months I wouldnt hold your breath.

    If you've got this laptop and are having this issue just get a different one not worth the stress that it caused me!

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  4. Anonymous
    2020-09-06T04:35:30+00:00

    I had this issue, read through all of the responses here, tried all the troubleshooting and still nothing worked. I emailed Microsoft help, went through the whole rigmarole again with them, and in the end they just said they'd replace it. Apparently theyre 'working on driver updates to fix the issue' but I wouldn't hold you breath.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2020-09-06T04:09:13+00:00

    I am experiencing this issue as well.  Audio and video seems to get out of sync. PAZO

    Was this answer helpful?

    0 comments