Mentor
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19 Messages
Audio out of sync only on one channel
I am having an audio sync issue on one local channel 18. The audio and picture are not in sync. The audio is clear but the picture is jumpy like a bad slide show. The issue is only on the den tv (Samsung UN60KS8000). It connects to the genie using the RVU function in the TV. Other Samsungs in my home do not have this audio sync problem. If I record a program on channel 18 and attempt to watch it on the den tv, the audio issue persists, but if I watch the recorded program on another Samsung there is no audio problems. I have no sound bars or other audio equipment connected to the den tv. Help!
DIRECTVhelp
Community Support
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255K Messages
6 years ago
We'd love to help, @kentuckybill.
Have you tried resetting the Genie receiver that you're having the audio and picture problem with by pressing the red reset button? You may also want to make sure all of the cables are connected properly.
Let us know if this helps.
John, AT&T Community Specialist
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kentuckybill
Mentor
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19 Messages
6 years ago
Thanks for the reply. But, yes, that was one of the first things I tried to fix the problem. I have also tried changing the configuration of the devices I have hooked up to the tv, like the sound system and I tried downloading different versions of the Directv software. I have tried a lot of suggestions I read on various forums, but nothing fixes the problem, I called Directv once again yesterday to see if they had any better suggestions. Before I called, I hooked my Genie up direct to this TV and everything worked fine. So, I told the tech yesterday that the problem could be fixed if they would send a tech to my house and hook the tv up to my Genie and then install a mini genie to my other tv. She said they would do that but it would commit me to another 2 year contract. I told her "no" that was not going to happen because this is their problem and if they have to install a mini to fix the problem then the burden should not fall on me. She also sent a tech to my house today, hoping the problem could be fixed. The tech could not fix my problem even after calling his next level of support.
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smfrank
New Member
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1 Message
3 years ago
Useless tech support. they are only interested in hooking you into another two years.
I just went thru this with E! channel 236. It's out of sync on 3 divers and a receiver. They don't have a clue. They don't even have access to look at their product. They (Edited per community guidelines) since taken over by AT&T
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
We understand the frustration from the experienced you've cause, but we're more than happy to try to help sync your audio here, @smfrank!
Are the receivers in your home or the receiver you're having issues with connected to any 3rd party audio equipment, or are they wired directly to a TV?
If the receiver is connected to the TV directly, toggling the Dolby sound setting can help with audio sync issues. Follow these steps for Genie models HR24-HR54:
If you have a different model receiver, let us know, and we can get you more accurate steps.
If this doesn't help, let us know more so we can investigate.
John, DIRECTV Community Specialist
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