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
    2020-03-22T00:53:37+00:00

    Hi NickkToast,

    Sorry for the delayed response. There's really a need for us to reset your Surface device so we can isolate the issue if this is due to driver updates or if the issue happens even if the device OS is the default one. After the reset, I'd like you to try it on the default browser which is the MS Edge. If the issue persists even on the default browser, I'll have it raised for you internally for work around or fixes. 

    Kind Regards,

    Crest_Z

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  2. Anonymous
    2020-03-19T15:25:44+00:00

    Yeah, it seems he is having the same issues as I am. I'm wondering if it's the onboard AMD graphics that's causing the issue, and maybe their drivers need an update? I've tried Edge before and it seemed to be okay. Edge is not my browser of choice though, and I remember checking it before and it not working.

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  3. Anonymous
    2020-03-18T23:25:49+00:00

    Hi NickkToast,

    So this means that even playing around some options in the power options didn't help.  Are you having the same issue with BoKyuKim? That the audio precedes to certain browsers and only in old MS Edge this works fine? Please let me know so I can raise this Microsoft for you both. 

    Kind Regards,

    Crest_Z

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  4. Anonymous
    2020-03-18T16:14:44+00:00

    I have same problem, and I also using Laptop 3 model(15", R7 3780U, 16GB RAM) in South Korea

    I tried

    1. Control Panel - Power settings - Fastboot disable -> doesn't work
    2. Windows Settings - Update and Security - Recover - Reset PC -> doesn't work
    3. Make Recovery USB and recover Laptop 3 -> doesn't work
    4. Change Laptop 3 -> doesn't work

    Desync shows Chromium browers(Chrome, New MS Edge), Firefox etc... But old MS Edge sync fine.

    It is very annoying to me.

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  5. Anonymous
    2020-03-18T15:36:32+00:00

    After some more testing, it seems my solution didn't actually fix my problem. I'm still running into the audio desync issue on any kind of video streaming.

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