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  1. #1
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    AMAZON app lip sync on 65PUS7601/12

    TV: 65PUS7601/12

    I’ve noticed recently, since recent software update : “QM163E_U_0.15.209.1 – Date: 2017/10/10” that the amazon app plays the sound ‘out of sync’ with the picture. I believe the picture is lagging by around 200ms. I noticed that in this recent software upgrade it reads in the release notes that “Amazon HDR and Amazon Dolby Digital+ support” have been added.

    I’ve also installed the latest software update “QM163E_U_0.15.251.1 – Date: 2017/12/01” and the problem is still there.

    This issue appears to have occurred since the Dolby digital support for Amazon was implemented.

    This is such a shame as the lip sync works perfectly with NETFLIX, just not with AMAZON app now.

    How long before this is fixed?

    I’ve reported the problem to Philips support via email support. Should I contact amazon customer support and tell them of the problem as well?

  2. #2
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    It cant hurt to contact Amazon also, i would do it, thats for sure

  3. #3
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    Philips got back to me and basically just told me to re-install amazon app / clear data etc.

    No help really.

    I reported problem to Amazon: they got back to me with a load of questions regarding software release version, serial number of TV, Mac address. And get this, they asked for a screenshot of the lip sync problem!

    Ha ha, that made me laugh.

    Of course I sent them a video to illustrate the lip sync problem.

  4. #4
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    Yep I can confirm this issue on my 65PUS7601.

    Only effects Amazon app, luckily I route my sound over optical to my AVR and I can set an audio delay when watching Amazon content.

    FYI the delay of 240ms seems to get the audio in sync, which is one of the most extreme settings I’ve ever had to use for anything !!!!

  5. The Following 2 Users Say Thank You to Slickric21 For This Useful Post:

    Hille_J (12-11-2017),MoonMan (12-24-2017)

  6. #5
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    Typical, but at least it sounds like Amazon cares. Funny stuff with the screenshot

  7. #6
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    Having done some research into this issue, I now understand the problem better.

    Different TV manufacturers along with their diverse TV models have different speeds of processors along with differing methods of processing video and audio.

    Because video is the more complicated of the two signals, and may require to be scaled up to UHD, it can take a couple of hundred milliseconds for the video image to be processed. This of course ‘puts’ the video behind the audio signal in real-time, causing the lip-sync issue.

    I really don’t think there is a great deal that Amazon or Philips can realistically do about this problem UNLESS they are going to check EVERY single TV that has Amazon app on it.

    The problem is further complicated in that both Amazon and Philips would need to work in unison to resolve the lip-sync issue with each release of their own respective software update; whether Philips for their TV or Amazon for their app.

    See where this is leading to?

    Until some great programmer writes code that automatically compares video and audio to auto-lip-sync in real-time then I don’t see this issue going away any time soon.

    In this I’ve bitten the bullet and ordered an audio-delay box, costing me £217. It’s expensive I know but it means I can enjoy Amazon and possibly other apps with perfect synchrony of video and audio.

    Who knows if Netflix will update their App on my Philips TV, only to inadvertently introduce a lip-sync issue.

    I really don’t view this as anyone’s fault now that I understand.

    It’s like running the same game on different PC’s. Software will never operate precisely the same on two different models of Personal Computer UNLESS specifically programmed to do so, but this would be at great cost to developers so not likely to happen.
    Last edited by MoonMan; 12-28-2017 at 08:40 AM.

  8. #7
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    I got a reply for amazon prime, telling me the issue had been fixed. So, I deleted the app from my TV and downloaded again. In doing this I noticed that, although the release version of it was the same, it's release date was a more recent 12/12/17.

    Nevertheless, the problem was still there.

    Luckily my optical delay box finally arrived after the holiday season.

    Been using it for a couple of days now - it works great!

    Found that I need to set the delay to 314 ms for amazon prime, much more than I expected. The box can go up to 600 ms, so no worries for me ever again with this issue.

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