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
    2020-06-05T11:54:43+00:00

    Hi again,

    I think that I have found the issue, at least for the majority of us that watch content on our browsers. So on your browser settings look for something akin to "Use hardware acceleration when available" and activate it.

    In my experience, from a bunch of weeks with that option enabled, I can't remember a single time when I had any issue regarding audio delay, the same can't be said whenever I tried to deactivate that option.

    So give it a go and see if it works for any of you. Hope this serves of any help to anyone.

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  2. Anonymous
    2020-06-05T12:01:39+00:00

    I not sure if I'm having the same issue or not, but whenever I select anything higher then 1080p in YouTube (1440p or 4K), the browser just laggggs out and crashes. Both New Edge and Chrome, not Firefox or old Edge tho.

    You probably have the "Use hardware acceleration when available" option enabled, it seems to work, at least for me, regarding audio issues but I've also noticed that in some videos the playback is horrendous when picking 1440p or 2160p.

    I'm now also using Edge Chromium with Chrome before that but I had problems with both in this issue.

    Try deactivating it sometimes, I've also noticed that 2160p playback is better but the framerate seems rather low when in fullscreen, 25 frames low I mean.

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  3. Anonymous
    2020-06-06T09:43:43+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.

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  4. Anonymous
    2020-06-08T09:50:07+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

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  5. Anonymous
    2020-06-08T18:59:15+00:00

    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.

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