Audio and video out of sync

[laptop_man]

I've noticed over the last week that when streaming video, whether on youtube, amazon prime, or netflix, the video and audio will start out in sync but after a couple of minutes will become noticably out. Pausing the video and waiting will help slightly but rarely provides a fix for long.

I googled what could be the cause and have updated my realtek and intel drivers, updated my laptop's BIOS and refreshed the OS, as well as simply checking that my internet speed is not lower than usual, but nothing seems to have worked.

Pretty stumped as to how to fix this issue, any help would be greatly appreciated.

[Jeet_singh · Accepted solution]

Hi @laptop_man,

Thanks for posting on the HP Support Forums page. 🙂

I came across your post and would like to help you. I read that you have an HP 15 notebook and while playing videos from DVDs, Netflix, Youtube, Facebook Live, iTunes movies, etc. the video and audio is out of sync.

I would like to know some information to assist you better:

• When was the last time the audio and video were in sync?
• Did any updates or software changes take place after which this issue may have started? 
• Have you tried to reinstall the OS?

Meanwhile, I recommend you to perform the below steps to isolate and fix the issue:

• If this issue started recently then please perform a Microsoft System Restore to rollback the laptop to a previous date when everything worked as expected. System restore will not delete any data. 
• If the audio and video are still not in sync then let us uninstall and reinstall the audio drivers by following the below steps.

• In Windows, search for and open Device Manager.

• Select Device Manager in the menu.

• Expand Sound, video and game controllers. Right click on each option inside it and select uninstall. 
• Later please download and install the drivers from this link for the audio: www.hp.com/drivers

I suggest you update both your video card and the sound card from the Official HP websites for Software and drivers: Click here

Next, Try using the VLC media player (free download available here) or any other media player of your choice apart from the one currently in use and let me know if there's a difference.

(The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond by support boundaries, please ignore the ads and take only the free suggestions)

If nothing works, I would suggest you perform a system recovery using the partition available on your PC. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with your and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[laptop_man]

Thanks for the response!

I wasn't able to complete a windows system restore as no restore points exist further back than a couple of days ago, but fortunately uninstalling and reinstalling all of the drivers you suggested appears to have fixed my issue. 

Huge thanks for your in depth solution, you've been a great help. 😄 

[Jeet_singh]

Hi @laptop_man,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.
Thanks for taking the time to let the community know about the solution

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂

Regards,