03-24-2019 03:34 PM
About a month ago, I bought a Toshiba 49LF421U19 49" FireTV Edition TV. The issue I'm having is the audio and video are out of sync in any built-in app. When I start an app, Hulu for example, there is about a 2-second pause of the video while the audio keeps playing. If I pause and unpause the show the audio and video are in sync for a couple seconds, but then the video will pause for 2 seconds and the audio and video will be out of sync again. This happens every time, and in all apps. I have to use a Chromecase in order to use the TV. It does not happen with any inputs, only built-in apps. The audio is routed out to my A/V receiver via optical digital cable, but the issue is still present when using the TV speakers.
Most replies I've found online seem to try to blame network issues, but I can definitively rule that out in this case. I can ping the TV from any machine on my network and it's under 1ms. Throughput between the TV and router is 866 Mb/s, and my internet speed is 150 Mb/s with 12ms ping to a server 150 miles away. Three other smart TVs, 2 Chromecasts, and 3 Roku sticks have absolutely no issues. Just for troubleshooting I've disconnected everything else from the network and the issue persists. It's not a connectivity issue.
Any help would be greatly appreciated. I should have returned it right away, but I was hoping a software update would come out or I'd find a solution online. Unfortunately, neither have happened yet. Thanks in advance for any help!
03-25-2019 04:32 PM
I appreciate you taking the time to reach out to us regarding your TV. While it could very well be a hardware defect, it’s just as plausible it could just be a simple issue or adjustment, so you’ve certainly come to right place for help.
I recommend you schedule a consultation with a local Geek Squad agent to see if we can help narrow down the cause of the sound problem by clicking the link here. Based on the information you provided, it seems your purchase may be outside of our Return & Exchange Promise, but you may also contact your local store to discuss your possible exchange options through the manufacturer. If you have any other questions, please feel free to let me know. I will do all I can to help!
Thank you for posting!