Audio and Picture not in sync

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@HewJorgan wrote:

We often have the same channel on in the kitchen and living room. With our new Ignite boxes, the timing is always different between the 2. Is there a way to synchronize the programming so both boxes are aligned?

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Hi, and welcome to the Community!

I haven't been able to find a great solution for this.  This happens with Ignite TV because even though the two set-top boxes are tuned to the same channel, they don't actually share a common network stream, and the two streams can be slightly out of sync with each other.

I can sometimes get the boxes in sync by changing to another channel and then back again.  Try this on one TV, then the other.  If that doesn't work, go to the TV that is slightly ahead and pause the program stream for a split second.

Also keep in mind that even if you get lucky and the two streams happen to be in sync right from the beginning, when you pause (or rewind) the program on one TV and then press Exit to go back to Live TV, the streams may also go out of sync.

[RogersAndy]

Good evening @HewJorgan,

Thanks for your post and welcome to the Community!

If you're accustom to traditional cable over coax I suspect that seeing a disparity in the stream would certainly come as a shock! There is certainly likely to be some differences in stream timing as it's being steamed over the internet. It wouldn't be possible to guarantee an exact consecutive playback due to this. If you do have any other questions though definitely let us know!

@RogersAndy

[derekg66]

My brother had the same issue. He unplugged then plugged back in his HDMI cable which fixed it. Check your HDMI cable and swap or replace it. They can be finicky and do "wear down" as they get older.

[RSM1]

Voice and lip movement not synchronized. Had a Rogers technician install a new Rogers Ignite TV box yesterday afternoon January 18th.  After the technician left I noticed the voice and lip movement of the TV personalities were not synchronized.  I refreshed twice our Ignite TV boxes through my Rogers account but without success.  This morning January 19th the voice and lip movement were synchronized and normal in appearance.  But this afternoon the voice and lip movements did not coincide.  Again I refreshed the Ignite TV boxes but to no avail.  On occasion some vocal statements are slurred and unintelligible.

[RogersAndy]

Hey @RSM1!

Sorry to hear you're having an issue with your Ignite TV! Just to confirm this sync issue is occurring on all boxes? I would definitely recommend reaching out to technical support at your convenience while the audio is out of sync so that the connection can be tested. It's possible there may be either a WiFi or an RF level issue that can be identified and resolved for you.

Alternatively you can reach out to us here @CommunityHelps. For more information on our PM system you can check out our blog.

@RogersAndy

[newfie_709]

Been having this problem to and not just me a few people in my family and not in the same home and it’s only when using Rogers Ignite and it’s worse when using my sound bar please fix seems to have something to do with Dolby Digital if I switch over to stereo it works but who wants stereo audio lol

[RSM1]

A Rogers technician came to my house on January 24th and updated the software on the Ignite TV box (partial software number 310 updated to 314).  It corrected the problem immediately.  However, the very next day the voice sync problem came back.  There has been no voice sync problem with the other Ignite TV box in our house.

[RSM1]

Rogers technician came to my house January 28th and he changed the device settings, audio, HDMI audio output to stereo. It worked! This may be the fix that was needed. I am hoping the problem is fixed forever.

[perdroman]

IgniteTV - intermittent Audio out of sync and sometimes completely drops as well as video stutters

In past 2 months have been experiencing more and more Audio and Video issues with my IgniteTV setup. Have 4 Set-top boxes and use 2 regularly and am experiencing issues on both of these.

Starts out the same every time - Audio will stop but video will continue, then get video stuttering and then audio may completely stop but video still plays...

If I change channels (1 up or down then back), the audio will come back and then eventually drop again..

The 2 TVs I use the most often are Living room TV with Soundbar and Bedroom TV with built-in speakers - and experience the exact same issues..

Steps I have taken:

- Have "refreshed" my STBs via the MyRogers page

- Reset (pulled power) on Rogers Home Router multiple times

- Have reset (pulled power) all STBs multiple times and did after every Modem reset

- Have swapped my Living Room STB with Office STB (which i hardly use) and issue reoccured with new Living Room STB.

Usually happens later in day (evenings) and seems to be an issue with the Rogers feed - have seen multiple posts on similar issues and would like a Rogers Tech to investigate/troubleshoot this issue.

[perdroman]

Update to my original post
Just did a wired Speed test thru Rogers and am getting 17ms Ping, 10ms jitter, 91.9 Mbps download and 32.2 Mbps upload....(these are the MAX values of 3 tests I ran) which is well below my supposed theoretical 1 Gb service I am paying for....