Amazon Prime - Audio sync issues!!

[DoubleSix]

Driving me mad and making the service a waste of time!

It's not my wireless audio equipment because if I switch to the weedy onboard TV speakers the lag is just the same.

I have 150MB Virgin fibre, so can't see bandwidth being the issue. Modern 2016 Samsung TV with the latest software updates etc

So, so frustrating because Prime does everything I want for the kids and the Mrs and I like to watch a lot of movies but the audio lag is just totally ruining it for me, Sometimes it's just a little but on other occasions it's at least a second so very noticeable.

Can anyone help? Seems to be people complaining about this online for years without any obvious solutions, to me at least.

Amazon have ridiculously deep pockets so what is going on with this shoddy service?

[davebem]

Does it happen in other apps, e.g. iplayer, 4od etc? Mine is fine on amazon material but has synch issues when playing anything else.

[DoubleSix]

No, other apps not effected. Just did a quick test on iPlayer - seems have absolutely no problem with HD content and audio perfectly in sync.

[Robbidoo]

I can help. As a first step, have you spoken to Amazon customer services? Serious question.

[DoubleSix]

No not yet. From what I've read of others who have they didn't get a resolution, but of course I am happy to find out myself!

Have you gone down this route?

[Robbidoo]

No, but I work for Amazon Video. We wouldn't just ignore an issue like this if we knew about it. Either it's a bug with the platform/hardware that we can't fix (which we will put pressure on them to fix), or we have a plan to fix it. Nothing else would be acceptable to us.

If you wouldn't mind raising a case with CS (I recommend over the phone, our guys are very good), and if you don't get a fast resolution, PM me on here and I'll personally have it escalated to the playback team who would deal with these sorts of issues.

We have a *large* number of customers on Samsung 2016 TVs, so I'm confident we can sort this.

[DoubleSix]

Top man! I will crack on as you have suggested and report back here.

Many thanks.

Edited by DoubleSix on Sunday 16th April 20:57

[varsas]

Sounds like you already have a good reply.

Might be worth switching off any motion compensation/tru-motion/smooth motion...basically any motion/image processing. If you have a 'game' mode try that. This will reduce the lag your TV is putting into the image, as well as giving the onboard processing an easier time.

[DoubleSix]

Cheers Varsas but not going down that road.

All other media work fine, I'm not throttling back the TV and suffering the reduced detail of game mode just to resolve the issue with Prime - it totally defeats the point in having all this kit in the first place!

[Dedshott]

varsas said:

Sounds like you already have a good reply.

Might be worth switching off any motion compensation/tru-motion/smooth motion...basically any motion/image processing. If you have a 'game' mode try that. This will reduce the lag your TV is putting into the image, as well as giving the onboard processing an easier time.

Surely if you're watching films all that would be switch off anyway - otherwise it looks like you're watching 'Homes Under The Hammer'. I find I have to adjust the 'Audio sync' stuff on my LG tv for different apps sometimes.

[Robbidoo]

My personal view is that turning everything off and getting a calibrator in to do your colour is worthwhile if you're serious about movies. I despise the spanish soap opera effect that Samsung seems to think is preferred.

However it does sound like there is a deeper issue that requires investigation with the OPs setup.