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
    2020-06-08T09:50:07+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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  2. 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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  3. 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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  4. Anonymous
    2020-05-27T07:54:57+00:00

    Same problem here with the same computer model: Surface Laptop 3 AMD Ryzen 5 2.1 GHz and the same Windows version and OS build bought in March 2020. Audio/video is out of sync. Unfortunately, I cannot return this laptop as I've moved out of the country. Is there any update on fixing this issue, Microsoft?

    Really a bummer not being able to enjoy streaming while many of us have lost our jobs and are on lockdown at home all day, every day...

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  5. Anonymous
    2020-05-25T14:26:20+00:00

    Hello,

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

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