Surface Laptop 3 - When watching videos audio precedes the video

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

I have an AMD Ryzen 5 Microsoft Surface (R) Edition 2.10 GHz processor on this laptop. The current version I have before using the update tool was Version 1909 (OS Build 18363.720). After using the tool it says the same version. I followed the advice you gave with uninstalling the driver and updating Windows through the tool, but this doesn't seem to work. After opening up a Twitch stream the audio starts to desync from the video after a short time.

Hi NickkToast, 

Thank you for your response. 

Yeah! That won't change the Windows version of your Surface Device after downloading the in-place upgrade. That will just repair drivers that are corrupted. Since you're done downloading the tool and it didn't fix the issue, it seems like your Surface device specific to it's audio is having a hardware problem so what I can highly suggest is to reset the device back to it's default settings using a USB recovery drive. Reimaging the Surface device using a USB is a complete form of reset and if the issue persists after resetting the device, this simply means that you need to have your Surface device replaced. If you purchased it recently and not even beyond 30 days, it's best to bring it back to where you purchased the device for a brand new replacement or contact supportfor a brand new replacement options. 

- HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE -

To download the Recovery Image:

You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for your Surface device. 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface

USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you still need assistance. I am always here to help.

Kind Regards,

Crest_Z

I honestly don't think this is a hardware issue, but more of a driver compatibility issue. I think I actually may have solved the issue through some more Googling. Right-clicking my battery icon and selecting power options, clicking 'choose what the power button does' on the left side, and then disabling 'turn on fast startup', the issue doesn't seem to appear anymore. I think there may be some drivers that aren't compatible with the fast startup by not being shut down properly because of it or something of this sort. Would you have any more insight on this?

Hi NickkToast,

Let me check this out how it became related to it's power option's fast start up and will get back to you once I have the information that address this audio issue.

Kind Regards,

Crest_Z