This topic

MotoGP sound out of sync

freddie5 — Sun, 11 Jun 2023 11:56:04 GMT

Hi, when casting Motogp from Mugello the sound/picture is out of sync, the commentary team are talking through the start and the riders are still waiting for the lights to change!!

I have factory reset my Chromecast, etc, etc and the issue persists, however, anything else I cast is perfect including other BTsport channels.

Not a very good start barely a month into a new contract, having to watch it on ITV when I pay for BTsport.

Re: motor sound out of sync

NeilO — Sun, 11 Jun 2023 15:35:22 GMT

Hi, @freddie5 I'm really sorry about that.

@DarrenDev do you know if there were any issues with the Moto gp stream today?

Thanks

Neil

Re: motor sound out of sync

Crimliar — Sun, 11 Jun 2023 15:50:27 GMT

Another thing to look at: On your TV is there a "delay" setting in the Audio options, and also make sure that the audio encoding on the box Audio Settings matches the Audio Settings on the TV.

Re: MotoGP sound out of sync

DarrenDev — Sun, 11 Jun 2023 15:53:01 GMT

Was it live that this issue was occurring? Or are you watching a replay?

Re: MotoGP sound out of sync

freddie5 — Sun, 11 Jun 2023 16:48:08 GMT

Live, i started watching MotoGP live this morning and noticed it.

Factory reset my Chromecast, no change.

Tried casting off a different device, no change.

Cleared BTsport app cache, no change.

Tried another BT sport channel, football I think, audio/video sync perfect.

Tried casting YouTube, perfect.

Gave up and watched it on ITV.

Re: MotoGP sound out of sync

DarrenDev — Sun, 11 Jun 2023 16:53:01 GMT

Ok. Sounds like the Chromecast feed for BT Sport 2 was likely out of sync then. I'm out of the country on holiday at the moment so can't check for myself, but I'll ask our ops guys to check it and restart the streams if needed.
Sorry for the inconvenience.

Re: MotoGP sound out of sync

freddie5 — Sun, 11 Jun 2023 19:14:29 GMT

Let's hope it's sorted for this upcoming weekend then, as I only have BT for BTsport to watch MotoGP and if its not working correctly its not worth having BT.

Re: MotoGP sound out of sync

gomezz — Mon, 12 Jun 2023 10:08:08 GMT

I have been watching the weekend action from recordings on my BT Youview box with no audio sync problem but I did need to watch the Saturday afternoon Sprint Race on catch up on my Chromecast dongle as someone at BT Central had presumably been faffing with the Series Links (again) and the recording failed. But that too had no audio sync problems for me.

(I have now started deleting the Series Links for MotoGP and resetting them on the Thursday evening then checking and rechecking them all through the weekend - I shouldn't need to be having to do this, it should be a one off, start of season task that can be trusted for the rest of the year)

Re: MotoGP sound out of sync

freddie5 — Mon, 12 Jun 2023 10:55:42 GMT

Thanks gomezz.

I am thinking it was a problem just on the live stream on Sunday, as i tried other BT channels and they were ok.

Watching on my tablet the audio/video were in sync too, it was only whilst casting.

Everything else i cast, other BTSport channels and YouTube, to eliminate it being my Chromecast/TV worked perfectly.

It was only whist casting live MotoGP on Sunday.

Re: MotoGP sound out of sync

DarrenDev — Tue, 13 Jun 2023 14:18:21 GMT

I tested this morning and it was still out of sync.
It's now resolved, and it will be checked frequently in case it drops out again.
If you see it happen again, let me know on here and I'll get it sorted.
We're not sure why it's only the video stream used by Chromecast that fails, but with only 5 weeks until TNT Sports launch it's simpler to just restart it when it fails.

Re: MotoGP sound out of sync

freddie5 — Sun, 25 Jun 2023 12:08:50 GMT

Sound out of sync again.

BT box pro locked up, unable to watch on that.

BT what a shower of ............

Re: MotoGP sound out of sync

freddie5 — Sun, 25 Jun 2023 12:23:36 GMT

BT app has thrown an error and stopped.

BT Sport2 on my box pro shows a blank screen, other sport channels OK.

Re: MotoGP sound out of sync

NeilO — Sun, 25 Jun 2023 12:39:04 GMT

Hi @freddie5 I'm so sorry about that, what error did you get on the app? I just checked my BT sport app and saw no issues with the MotoGP feed. Have you tried rebooting the pro box to see if that helps?

@DarrenDev are you able to help?

Thanks
Neil

Re: MotoGP sound out of sync

freddie5 — Sun, 25 Jun 2023 12:49:01 GMT

No, as hopefully the pro (LOL) box is recording and didn't want to stop that.

Although the feed for the Pro box just shows a black screen on BTSport2.

The sound on the app when casting seems to have synced again.

Not happy, the only reason I have BT is for MotoGP.

Re: MotoGP sound out of sync

DarrenDev — Sun, 25 Jun 2023 12:49:20 GMT

I'm guessing the app threw the error when the stream was switched - I asked the guys to restart it as a result of you saying it was out of sync again. It should work straight away again though.
Not sure about on the Pro box though - the restart won't have affected that.

Re: MotoGP sound out of sync

freddie5 — Sun, 25 Jun 2023 12:54:43 GMT

It's about time you got this issue sorted, seems everytime I watch it I'm plagued with issues.

Re: MotoGP sound out of sync

DarrenDev — Sun, 25 Jun 2023 12:57:40 GMT

We're only 24 days from TNT Sports taking over, so we're not changing/fixing anything on our side.

Re: MotoGP sound out of sync

freddie5 — Sun, 25 Jun 2023 14:48:00 GMT

Your not kidding.

Whilst I'm paying you for a 'service' I would expect BT to sort out any problems, basically your saying its not our problem in 24 days so why bother.

Like I said, BT shower of xxxx.

The move to TNT will hopefully iron out these stupid issues BT can't, or can't be bothered, to resolve.

Re: MotoGP sound out of sync

DarrenDev — Sun, 25 Jun 2023 21:35:53 GMT

It's a fault with our encoders for sure. It would take longer than 24 days to raise it, have it investigated by the software provider, have them develop a fix, fully test it, and schedule a deployment to our servers. There's also a chance it'd break something else. Not worth the risk when we can fix it just by restarting the service.

I will try to find out why it wasn't picked up by our support guys though, as I was assured that it would be closely monitored so that it didn't affect customers.