Sound Out of Sync with Video

Hi there, the common fixes for this issue are: Change the channel. Changing channels helps to match up the audio sound and video. Rewind the program you're watching. If you have a DVR, go back a few seconds, then fast-forward to return to the live broadcast. Using surround sound? Try using the TV speakers only to test if the surround sound system is causing the issue. Refer to the manufacturer’s manual for additional troubleshooting help. for further information visit this link https://www.directv.com/support/article/KM1011235.

Jairo, DIRECTV Community Specialist

What brand TV's? You might try unplugging your tv's for a few minutes then plug them back in. That resets them. Does your tv have an audio delay setting?

@Jairo and @Ludwick577, after receiving your suggestions, I tried a few things. The Audio Delay setting on the TV does not help - it is either on or off, and this is an intermittent problem, but it does occur on both TVs at the same time. I think that rules out the DirecTV Streaming Devices. I find it difficult to believe that two individual electronic devices, one purchased brand new in December 2022, and the other purchased as a factory refurb 2 months later, would develop the exact same intermittent problem at the exact same time and have that intermittent problem simultaneously.

To aid with troubleshooting, I installed DirecTV on my Amazon FireTV Cube. I did not have the problem using that device while watching shows from the DirecTV Cloud DVR. That also, I think, eliminates my router as the problem source. Both the DirecTV Streaming Device and the FireTV device are wired with Cat6 cables to the same router.

Ruling out the hardware leads me to assume this is an internet network problem which is beyond my control. Is audio being out of sync occasionally a problem that just happens with streaming?

I've had a Dtv Stream box for over 2yrs and never experienced the issue. Have you tried a new HDMI cable or HDMI input?

No, I have not tried different HDMI cables. I need to order them.  am a bit skeptical of cables being the source of the problem because I was able to confirm that the problem affects both the bedroom and living room TVs simultaneously.

And I should reaffirm that while this does happen once in a while with live TV, it most often happens when watching shows from the DirecTV Streaming Cloud DVR.

I do have a new HDMI cable ordered, but will have to wait until I can get some help to install it, but now I am thinking the cable is not goig to be needed:

I think I am starting to get a handle on this. I found out unexpectedly that restarting the DirecTV Streaming Device appears to fix the audio sync problem. I have done it three times, each successfully. Possibly something in the streaming device's operating system or other software is not properly clearing cache. When the sound goes out of sync, I go to Setting->System->Restart/Reset and select the Restart option. After doing that, the audio stays in sync for the rest of the Cloud DVR show that I am watching.

I replaced all HDMI and Ethernet cables and still have this problem. Whenever there is a pause and buffering, the sound goes out of sync with the video after the buffering stops and the show resumes. This happens ONLY when I am watching shows that I have recorded to the Cloud DVR - it does not affect live TV viewing. Stopping and restarting the DVR show does not resolve the problem. The only way to get the audio and video back in sync is to either A) go to Settings -> System -> Restart/Reset ->Restart to reboot the device, or B) disconnect and reconnect the power. I can watch the same shows using the DirecTV Streaming App on my Amazon FireTV and do not have the problem after buffering. I have two DirecTV Streaming devices and have this same problem with both. Since I do not have the problem using alternate devices, I assume that the problem is either defective DirecTV Streaming devices or a problem with DirecTV's stream on their internet servers/network. What do I need to do to get this problem resolved? I have spent more money for all new HDMI and Ethernet cables for troubleshooting this than the cost of the two DirecTV Streaming devices! And note that each device is on a separate router. This has been going on for almost two months.

And now a new problem has started with one of my DirecTV Streaming devices. Every day when I first turn the DirecTV Streaming Device and the TV on, I get a pop-up asking me if I want to control the TV with my remote. I click yes, and it shows a progress bar which goes away after pairing. This happens once a day, after being off for several hours. This device is connected to a Samsung smart TV through a Yamaha receiver using the CEC -compatible inputs on the receiver, which is connected to the CEC HDMI input on the TV. After the pairing routine is completed, my remote works fine controlling the TV and receiver volume.  My FireTV device works OK with the receiver and TV without having to go through the daily pairing routine. I have eliminated the possibility of a bad cable anywhere in the system by swapping in new cables.What do I need to do to resolve this problem?

So, it's two different Dtv Stream devices. Hmm. Are both devices connected to a audio receiver? Have to tried a red button reset. I know you tried a restart but you should also do a reset.

Yes, it is two different DirecTV Stream boxes. One was bought new in December 2022 and the 2nd is a refurb bought early this year. The new one is connected to a Yamaha receiver with surround sound speakers using the CEC function with CEC HDMI cables. The refurb is connected straight to the TV with the TV sound going through a pair of computer speakers with a 1/8th inch TRC stereo cable. I have tried disconnecting those computer speakers and using the TV's internal speakers, without any improvement.

Both DTV boxes are on separate routers, and my PC is on a third router. I live in a "multiple dwelling unit" building which is prewired for both network and cable TV. Internet service is included in the lease.

Is the red-button reset the same thing as going through the Settings -> System -> Restart/Reset menu to do a reset? I have not tried that button on the side of the box. Since this problem affects only Cloud DVR shows and not live TV or apps on two different boxes bought at different times, I never considered doing a full kill-everything reset.

Red button reset is not the same as restart. You can also reset in the settings---without having to use the red button. When you go to settings---system--restart/reset-----choose factory reset. 

Yes, I did try that with the DTV box and TV that use the computer speakers, without any improvement. I have not tried that with the box that is on the Yamaha receiver. I did not think to try that when I had some help here to install the new cables.

Also--do the factory reset on one of them. You have to try everything in order to troubleshoot. 

I think I know what is causing my problem. I tried the "Red Button Reset" on one of my devices, but it did not work the way it should. I held the button in for 30 seconds. When I released the button, the device rebooted with all of my apps and custom settings still showing. After getting the same result a second time, I tried a reset through the Setup menu (I did this kind of reset a couple months ago, but immediately reinstalled the apps). After setting up this time, I did not install any of the apps that I previously had. After  several days of working OK, the sound sync problem returned. The fact that I did not install the apps that I had been using gave me the idea to try uninstalling the preinstalled apps.  Like other Android devices, I was not able to uninstall most of them (the only one I have used is YouTube), so I went through each app in the Settings, doing a Force Stop followed by Clear Cache and Clear Data.

That fixed the audio sync problem for a few days. When the problem came back, I went through that Force Stop and Clear Data  routine again. Problem resolved. I have now done this for the third time. That leads me to believe that there is a problem with the operating system not clearing cache properly.

I have also discovered what might be a contributing factor - this building is wired with Cat-5 ethernet cable, which I assume is limiting the available bandwidth. This building has about 60 apartments, and most of us are using streaming services. The combined effect of the limited bandwidth and the device not clearing cache is, I think, the cause of my problem.

Is there a setting buried somewhere that I have not found that can make it clear the cache when I power it off with the remote? Or maybe a third-party app? I would like to ditch my other streaming devices and use only the DirecTV Streaming device, but I will not do that until I can permanently resolve this problem.

This has reached the point of making me ANGRY! To be able to view shows that I have "recorded" on the DirecTV Cloud DVR, I have to go through the routine of going into Setup -> System -> Apps & Storage and go through each of the pre-installed apps to Force Stop, Uninstall Updates, disable Notifications and Clear Data. I have to do this each day if I want to watch DVRed shows. The apps are:

Apple TV

Discovery+

Free Games

Google Play Games

Google Play Movies & TV

Max

Netflix

Pandora

Prime Video

YouTube

YouTubeKids

YouTubeMusic

What is wrong with this device that makes this necessary? Is it a software bug or a defective device? Why can't I permanently uninstall these apps? What is DirecTV going to do to resolve this problem permanently for me?

I forgot to add that this is definitely a DirecTV Streaming Device problem. I bought a Roku Express 4K stick. It works OK streaming DirecTV Cloud DVR shows using the ethernet and HDMI cables that were previously connected to the DirecTV Streaming Device.