Optik audio sync

[Nio]

Optik TV audio gradually grows out of sync with the picture and have to reboot the box to correct it. Happens daily. Can we get an ETA on the fix for this issue? It’s been on the forum for years and this is getting ridiculous. 

[TELUS_Support]

Hi @Nio we will ask for an update from our dev team. We will send you a private message

[Rocky3]

@TELUS_Support 

While you ae there please remind them that the sound volumn is getting worse. Sound fading? 

This was restricted to Telus TV, now it is occurring on Disney and prime.

before Telus, I recall this was from not all channels of surround sound getting through.

[Chriscolwood]

Any updates on fixing audio from optik tv?  Before readimg the forum i thought it was my amplifier.  Is there any fix to this issue?

[TELUS_Support]

What's the specific issue with the audio? Volume, surround sound, out of sync, etc.

[Chriscolwood]

It’s the volume thru my 5.1 amplifier and Sony TV that is my issue. Having to turn volume to very high or maximum to be able to hear. Amp and tv volumes are perfect when playing dvd thru dvd player connected to amplifier then tru to tv.
Any suggestions?
Thanks ..chris.

[KHR]

Are you using the TELUS TV+ app on your Sony TV? Or are you using a TELUS provided set-top box. If it's the Android TV-based TELUS set-top box, your default volume on the box may be set artificially low. You'll need to unpair the remote from the TV (so that the remote is controlling ONLY the box volume and NOT the TV volume), increase it to max, and then re-pair the remote to the TV. Instructions are here: https://www.telus.com/en/support/article/telus-tv-digital-box-remote 

[Chriscolwood]

Ok i started by unpairing the remote from the box and that was too successful and now will not repair with the set top box. A call to the help phone line has lead to a new replacement remote being shipped to me. The “fixing” of the av system will be on hold until new remote received 3 - 5 days. Please do not close the ticket until this is fixed please.

[Rocky3]

did you hold the 7 & 9 for like 5 seconds to initialize pairing?

[Chriscolwood]

Yes multiple times before i finally phoned the trouble line and they repeated the processes several times before determining that it must be the not working.

Now that i think about it, when i get the new remote what would be the procedure to pair the remote and selecting the options that ensure the orginal volume issue on the av system is correct. If you could send pdf’s that would be appreciated..

[Rocky3]

https://www.telus.com/en/support/article/telus-tv-digital-box-remote 

[Nio · Accepted solution]

I found a solution to this sync issue.  I swapped the HDMI cable going to my Telus box with a new one and this seemed to resolve it.  Not sure if was just coincidence but worth a shot if you are still experiencing this sync issue.  

[SuperFred]

Nicely done @Nio , I remember fixing a sound issue on my old Xbox years ago simply by replacing the HDMI cable.