Audio out of sync

How exactly is the Soundbar connected to your TV?

I'm looking in the settings of the soundbar, but I'm not sure how to change the audio. I think it's automatic based on what's playing. The soundbar is connected to the hdmi arc port on the TV and the other end of the hdmi cable connects to the only hdmi port on the soundbar. For a perfect setup, the TV should be eARC.I don't think the lack of eARC makes the audio be out of sync. I reset the air device but the audio hasn't improved. 

Hi @c_brookhart, thank you also for the fast responses @bcbsncjlj  and @litzdog911 We're sorry the audio doesn't sync with the video. Troubleshoot your audio issues with this link: Troubleshoot DIRECTV sound and picture issues | DIRECTV Support Let us know how it goes. Thanks for choosing DIRECTV.

Unfortunately, this short troubleshooting guide didn't do much to help. I already reset the air device but there's no change in TV audio as far as correcting the out of sync issue. 

The air device is firmly connected to the back of the TV. As for Internet, well, the "best" speed being offered to me by AT&T is 100MB.

We're sorry for the experience you've gone through. I'll send you a DM to look further into this for you and get this sorted out right away. 

After thinking about this more,  I think the case is that the video is out of sync. My setup is a soundbar with surround speakers and the hdmi cable goes from the TV to the soundbar via what's known as an ARC connection. The Gemini air is connected to another hdmi port on the TV.

With this setup, it doesn't matter if I'm watching TV via the Gemini air, the app on the firestick, or even streaming Max; same issue on each of these. 

On another TV, I've also got a soundbar (same as on the first TV), and I use the directv app on the firestick to watch TV. Perfect audio and video; everything in sync. I don't understand what's causing the issue in experiencing, but it's very noticeable.

We'd like to look further into this with you to get this resolved as soon as possible, please check the DM we've sent you.

@bcbsncjlj different brand of TV s

@DIRECTVhelp no direct message has been received 

I've sent you another DM. Kindly check your inbox.

@bcbsncjlj the only device I could switch to is the Gemini box which I happen to have, but the thing is though, I was able to switch from the Gemini box to the air due to several issues with the Gemini box (even after a replacement).

The TV in question where the issue is present is an LG. The TV where everything is perfect is a Samsung. I'd like to hope that after changing the sound system to something more recent would not also require getting a new TV.

@DIRECTVhelp I've found the DM. Can't we just discuss the issue and a resolution here? I mean, does this necessarily require account access? The DM is a chat.

We can discuss the issue here, but if it requires me to access your account, we must continue to DM. I'll ask a few questions to check for the best resolution. Can you try to watch other apps besides from DIRECTV app and see if the audio is still out of sync? Armando, DIRECTV Community Specialist

I know the Gemini Air worked just fine with the previous sound system in which all speakers were wired into a receiver. 

Surely changing the sound system to a wireless one wouldn't cause either the video to be out of sync or the audio to be out of sync, unless I'm left with no choice than to cancel AT&T Internet and sign up with a provider that can offer faster Internet.

This has nothing to do with the speed of the internet. Since the problem occurs with multiple devices, it's your TV. It probably has a sync control which allows you to adjust the relationship between audio and video. When you had all the speakers wired into a reciver, the TV was not involved in the audio system at all.

Thank you for verifying your account. You're right that changing your sound system shouldn't cause the audio or video to be out of sync. I have successfully resynchronized your file. Try resetting your device by pressing and holding the button at the back of it for about 15 seconds. Let me know if it works once you're at home. Lynie, DIRECTV Community Specialist

I have been continuing to troubleshoot this. I moved the Gemini Air to another TV (newer than the one I was originally using it on) and it seemed like the audio was fine 

I further isolated the Gemini Air by switching to the fire cube on the original TV and using the DirecTV app. It seemed like the audio was out of sync on the DirecTV app .

Since it wasn't required to send back the Gemini box I had been using before the air, I reconnected that box to the original TV. After a few "uncommanded" restarts, the box finally settled and I could watch TV. 

From what I can tell, old DirecTV box on old TV works fine; new DirecTV Air device in old TV -audio is out of sync. New DirecTV device on new TV - audio seems fine. 

Both TVs have a Sonos Arc soundbar. Both TVs are LG. Old LG uses Arc and the new LG used eARC. Old LG also has wireless speakers and sub; new LG has just a soundbar.

So now the Gemini Air that I got because the Gemini box has issues is now just sitting around not being used. Trying to figure out what all this means now.