Surface Laptop 3 - When watching videos audio precedes the video

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.

Thank you. I bought this laptop as a non-business user though. I emailed their customer service and will see. Thought there might be a chance this could be fixed through an update but perhaps not.

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...

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?

Just Google Surface 3 laptop drivers for Intel

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