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Izabel08
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Audio video desync when watching online videos

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HP Notebook 15s-fq1013tu
Microsoft Windows 10 (64-bit)

I bought this laptop only about 2 weeks ago. When watching videos online (such as YouTube and other video streaming services), the audio and video become desycned. This does not happen at the start of the video, but gets noticeable around 10 minutes into watching the video, and gets progressively worse afterwards. Sometimes, I also get audio popping when I play a video. My internet connection is fine - the videos do not have buffering issues, and the video quality is ok.

 

I have tried the following solutions, but none have worked:

1. Updated the drivers using HP support assistant

2. Uninstalled and reinstalled audio, graphics and sound drivers

3. Disabled hardware acceleration on my browser

4. Reset the OS

 

Please kindly help me to resolve this issue, thank you.

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Izabel08
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Update from troubleshooting some more. 

When the audio and video get desynced, the audio is faster than the video. It appears to have the problem when I use a specific output for a period of time. Let's say I'm using a earpiece. After the desync starts to become noticeable, I unplug the earpiece and swap to using the laptop speaker. The desync disappears at that moment. However, after watching videos for a while using the laptop speaker, the desync occurs again. At this point, when I plug in my earpiece, the desync also goes away. So a "temporary" fix has been to change my output device..however I would really appreciate some help to solve this issue, thanks!

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Echo_Lake
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@Izabel08

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • On the lower right corner of your desktop, right-click on the audio icon on your taskbar and select Playback devices.
  • Highlight the audio device you are using and click on the Properties button.
  • Another window will pop-up. Click on the Advanced tab.
  • From there, select DVD Quality then click OK.

While you respond to that, let's try these steps: 

  • Go to Windows Device Manager > Sound, video and game controllers section.
  • In the list of audio device drivers, look for Realtek High-Definition Audio. This is the device driver for BeatsAudio (a little bit sneaky, wouldn’t you say?).
  • Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
  • Right-click and select Update Driver Software.
  • Select Browse my computer for driver software.
  • Select Let me pick from a list of device drivers on my computer.
  • You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
  • In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
  • At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
  • In the list of audio device drivers in the Sound, video and game controllers section, you’ll notice that the High Definition Audio Device now displays instead of Realtek High-Definition Audio.
  • At the prompt to reboot, click Yes.
  • If the issue still persists try the steps recommended below.
  • background intelligent transfer service (BITS) transfers files (downloads or uploads) between a client and server and provides progress information related to the transfers.

If the BITS service is turned off, windows update may have problems delivering files to your computer.

  • Start the BITS service click start, and then click run.
  • Type services.msc in the open box and then click ok.
  • Right-click background intelligent transfer service, and then click properties.
  • On the general tab in the startup type box, click Automatic, and then click apply.
  • In the service status section of the properties dialog box, verify that the BITS service is started. if it is not started, click start.
  • Click apply, and then click ok.

Also, uninstall the audio and graphics drivers from device manager and install the latest audio and graphics driver and BIOS on your PC using HP support assistant.

 

Refer this article to know more information about using the HP support assistant. Click Here

Windows Update is a utility that keeps your PC safe and your hardware drivers freshly updated.

  1. Type “Windows Update” in your search box and click on “Check for updates”

  2. In the Update & Security settings page, click “Check for updates”

If the issue still persists uninstall the audio and graphics driver from device manager and install the drivers using HP recovery manager.

Refer this article to know how to restore drivers using the HP recovery manager.

If the issue still persists try running a system diagnostics test from your PC and check if the hardware components on your PC are functioning correctly. Refer this article to know more information about running system diagnostics on your PC.

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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