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Lip Sync Issue New Q80A

(Topic created: 06-20-2021 11:20 AM)
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userkwMkqxBkmI
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QLED and The Frame

I have a new 55” Q80A. Literally one day old. Immediately I noticed it has issues with sound being out of sync with the picture. No sound bar, just tv speakers. Only input is cable box. Happens on all channels. 

Any ideas? This is replacing a defective NU7100 so I’m a bit irritated. 

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SamsungAl
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Does this also happen with the built-in apps on the TV?


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userkwMkqxBkmI
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Sorry for the delay in replying. Unfortunately, you cannot log in from an iPhone and access your notifications. 

I need more clarification as to which apps you're referring to. Do you mean apps such as Netflix and Amazon? 

What I've figured out thus far is it does appear to be more of an issue with network television. Additionally, it worsen the longer the unit is on. When initially turned on, you really don't notice it. After 30 -45 minutes, you definitely notice it. 

I'm going to try swapping HDMI cables but other than that, I can't think of anything else to try.

MrLarry
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Does it occur with apps that were pre-installed or apps that you downloaded (ie. Disney Plus, Funimation, etc)? Did changing out the HDMI cables help?




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userkwMkqxBkmI
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Hi, I actually haven't downloaded any additional apps. It occurs in Amazon, Netflix and most noticeable with broadcast TV. It also worsens the longer the unit is on. 

Unfortunately, swapping the HDMI cable made no difference.

Any Ideas?

 

SamsungCaleb
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Have you tried the troubleshooting steps in the link below? 

 

https://www.samsung.com/us/support/troubleshooting/TSG01110022/


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userkwMkqxBkmI
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Unfortunately, that link only applies if you have a soundbar. I do not. This is occurring with the unit's speakers. However, I still set delay to 0 with no change. Samsung has offered repair but my question is, what is being repaired? What IS the problem? Samsung is apparently incapable of answering that. I'm extremely hesitant to repair a brand new, fairly costly television. Especially when no one can actually tell me what is wrong.

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QLED and The Frame

Samsung is aware of the issue and has a software update to fix this. You'll have to call 1800SAMSUNG and the agent should be able to share a download link for you to update your TV using USB.

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userkwMkqxBkmI
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Thank you. After a tedious phone call with Samsung, they claim my software is the most up to date version. 

So now, a technician will be coming out to calibrate the sound card and troubleshoot the issue. 

I've honestly been quite disappointed with Samsung's support. The Samsung "Pros" are anything but pro. They can't even confirm the date and time for the service appointment! This has been an absolute nightmare!

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@userkwMkqxBkmI issue is fixed on latest version 1560.5, which you can find on the Support Page. Please update your TV to this version using USB method. Here is the link to download the firmware: 

https://www.samsung.com/us/support/downloads/?model=N0054558

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