Audio and video out of sync

[Segwayrider]

So about a week ago I noticed that my audio and video was out of sync when I was was watcing steaming services on my nova laptop. My other laptop, phone, and xbox does not have the same problem with the diffrent streaming services, so I assume its something to do with this laptop. Windows is updated. (I have already tried to opdate the sound driver where it searches for updates automaticly, no result. I´ve looked around on the internet and one solution was to install a driver from Mircosoft but since there is a warining that if I install it, it can't chechk if the driver is compatible, and my laptop may stop working, so i decided to go to this forum instead.
So any advise on what to do?
On another note, after playing a bit of FTL the musictrack will chop and get stuck in the same 1-2 sec loop. just the background music, the sound effects works fine though. ( If I quit FTL and go back in it works fine for a while before it happens agian). So far it only seems to be happening in FTL, and no other games seems affected.
In case it's relevant I had a JavaScript error, but it stopped a few days ago, and I think it was in recards to discord so... idk. (ive attached the error msgs if relevant)
Thank you in advance : )


Specs, pc bought in June (sorry they are in Danish, but hopeully you get the point)

Chassis & Display	Nova Serien: 15.6" Mat Fuld HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)	AMD Ryzen 9 3900 12 Core CPU (3.1GHz-4.3GHz/70MB CACHE/AM4)
Memory (RAM)	32GB Corsair 2666MHz SODIMM DDR4 (2 x 16GB)
Graphics Card	NVIDIA® GeForce® RTX 2070 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st Storage Drive	2TB PCS 2.5" SSD, SATA 6 Gb (520MB/R, 470MB/W)
1st M.2 SSD Drive	1TB PCS PCIe M.2 SSD(2000 MB/R, 1100 MB/W)
Memory Card Reader	Integreret Micro-SD Hukommelseskortlæser
AC Adaptor	2 x 230W AC Adaptor
Power Cable	2 x 1 Meter Europæisk Strømkabel (Kettle Lead)
Battery	2 x Nova Series 62WH Lithium Ion batteri
Thermal Paste	STANDARD KØLEPASTA TIL TILSTRÆKKELIG KØLING
Sound Card	2 Channel High Def. Audio + SoundBlaster™ Cinema
Bluetooth & Wireless	GIGABIT LAN & KILLER™ TRÅDLØS-AX 1650 M.2 GAMING + BLUETOOTH 5.0
USB/Thunderbolt Options	1 x USB 3.2 PORT (Type C) + 2 x USB 3.2 PORTE + 1 x USB 2.0 PORT
Keyboard Language	NOVA SERIES DANSK TASTATUR
Operating System	Windows 10 Home 64 Bit - inc. Enkeltlicens [KUK-00001]
Operating System Language	Danmark - Dansk sprog
Windows Recovery Media	Windows 10 Gendannelsesfil på flere sprog - Ubegrænset downloads fra online-konto
Office Software	GRATIS 30-dages prøveperiode af Microsoft® Office® 365 (Operativsystem kræves)
Anti-Virus	BullGuard™ Internet Security - Gratis 90-dages licens inkl. Gamer-tilstand
Browser	Microsoft® Edge (Kun Windows 10)
Monitor Cables	1 x 2 METER DVI-D KABEL Change to: NONE
Notebook Mouse	INTEGRERET 2-KNAPS TOUCHPAD-MUS
Webcam	INTEGRERET 1MP HD WEBCAM
Warranty	3 års guldgaranti (2 års afhentning & returnering, 2 års reservedele, 3 års arbejde)
Dead Pixel Guarantee	1 År Garanti ifm. døde pixels Inkl. Arbejde & Befordringsomkostninger
Delivery	3 DAGSLEVERING TIL DANMARK
Build Time	Standard Konstruktion - Omkring 7 til 9 arbejdsdage
Welcome Book	PCSpecialist Velkomstbog - Danmark

 

[FerrariVie]

Where is the sound coming from? Headphones (wired or bluetooth?) or laptop speakers? Have you tried checking latencymon to see how high is your latency and what is causing it to be that high?

My latencymon on this laptop is not good btw, it only gets better if I remove the clevoservice. But even latencymon showing a mid-high latency, I can't notice any out-of-sync audio and video (and I'm quite sensible to that)

 

[Segwayrider]

Hey, thanks for the reply. The sound comes from the laptop speakers (tbh I´ve completly forgotten to check how the sound is with headphones). I dont know what latencymon is tbh.

 

[FerrariVie]

Hey, thanks for the reply. The sound comes from the laptop speakers (tbh I´ve completly forgotten to check how the sound is with headphones). I dont know what latencymon is tbh.

Here: https://www.resplendence.com/latencymon

PS: I don't know how can you use the nova without headphones

 

[Segwayrider]

Here: https://www.resplendence.com/latencymon

Right I¨ve downloaded it. Im not sure how to use it however. Could i trouble you with some guidence?

PS: I don't know how can you use the nova without headphones

Lol, its not under any load when streaming so the fans is only going at 20% for CPU and like 40 for GPU (currently anyway) It gets maybe a little loud when playing civ 6, but not a lot, and atm its the most demanding game i play

 

[Segwayrider]

nvm dowloaded the wrong thing at first 🤦‍♂️
figured it out

 

[FerrariVie]

nvm dowloaded the wrong thing at first 🤦‍♂️
figured it out

Are you using which profile in control centre? Quiet usually has more latency, so switching to entertainment should make things better.

This is how mine looks like, which is not great, but 4685 is a lot better than 15801:


So next step is to look at the culprit, which is basically looking into the drivers tab and looking for the highest execution driver:


Even though I have high latency, it is spread between various drivers, so hard to identify just one problem. My old dell had an issue with a dell software (support assist) and that alone was causing me audio latency and crackling sounds. Latencymon was amazing to help me identify that. Its driver had more than 1000ms of highest execution.

Lol, its not under any load when streaming so the fans is only going at 20% for CPU and like 40 for GPU (currently anyway) It gets maybe a little loud when playing civ 6, but not a lot, and atm its the most demanding game i play

Omg, don't even try Red Dead Redemption 2

 

[Segwayrider]

Are you using which profile in control centre? Quiet usually has more latency, so switching to entertainment should make things better.

I´m always in performence: presumably its not going to get better then, right?

Omg, don't even try Red Dead Redemption 2

I´ve played it for like a total of 5 hours and yeah there I defently use headphones. Like anything my old laptop could´t pull ( or coulnd´t pull with more than 20 fps) I put on headphones


So if I understand it correctly the top 3( maybe 4 ?) is the one I have to deal with right?

 

[FerrariVie]

I´m always in performence: presumably its not going to get better then, right?


I´ve played it for like a total of 5 hours and yeah there I defently use headphones. Like anything my old laptop could´t pull ( or coulnd´t pull with more than 20 fps) I put on headphones


So if I understand it correctly the top 3( maybe 4 ?) is the one I have to deal with right?

Performance is also not great, I think... I would keep on entertainment for most of the daily tasks, as this is stock values. Performance is basically for benchmarking only and it's giving a bit more power than normal to extract the most out of it.

Looking at your driver report, you also don't have 1 specific driver that is causing issues, since each execution is taking 15ms on the worse case. If you check the total times, the biggest problems are both kernel mode drivers (Windows and Nvidia), which is also the case on mine, however your values are higher in all drivers.

You can try also try closing all foreground apps like chrome (don't mess with the background ones) and check the windows task manager for the biggest CPU and GPU consumption process. You should have closer to zero usage (around 3 or 4% on CPU?) and it should be from windows processes only. If you have any software that's consuming your CPU/GPU unnecessarily, then you should try to do something about it.

 

[Segwayrider]

Looking at your driver report, you also don't have 1 specific driver that is causing issues, since each execution is taking 15ms on the worse case. If you check the total times, the biggest problems are both kernel mode drivers (Windows and Nvidia), which is also the case on mine, however your values are higher in all drivers.

Do you have any idea how I get my values to be similar to yours? because thats quite a diffrence.

WIth latencyMon an windows edge runing it looks like this (though sometimes something jumps in cpu and gpu, but i dont have enough time to see what it is before it disappaers. Also I appoligize but Im from Denmark so the text is in Danish)

 

[Segwayrider]

IN case its relevant i have my cpu at 99% power, since is was runing hot when I first got it. I can´t remember how to change it back however, to see if that would make a diffrence

 

[FerrariVie]

IN case its relevant i have my cpu at 99% power, since is was runing hot when I first got it. I can´t remember how to change it back however, to see if that would make a diffrence

If your task manager also usually looks like that, can't notice any problems.

Yeah, try using the Ryzen Master Balanced power profile at default values, change the control center to entertainment and check if it gets any better. I'm just trying to bring things as stock as possible.

PS: You were getting high temperatures probably because of the performance profile.

 

[Segwayrider]

If your task manager also usually looks like that, can't notice any problems.

Normaly it´s a bit more busy, but nothing really usses more than 10% at a time.

Yeah, try using the Ryzen Master Balanced power profile at default values, change the control center to entertainment and check if it gets any better. Try having things as stock as possible and see if it makes any difference.

tbh I only really open ryzen master to more accurately see the temperture of the cpu ( Idk but to me the fan control seems inaccurate at times). Havn´t relly set meself into it tbh. I changed to entertainment, and im watching a show atm, to see if it did anything

Thank you so much for your help! It´s really appriciated

 

[FerrariVie]

Normaly it´s a bit more busy, but nothing really usses more than 10% at a time.


tbh I only really open ryzen master to more accurately see the temperture of the cpu ( Idk but to me the fan control seems inaccurate at times). Havn´t relly set meself into it tbh. I changed to entertainment, and im watching a show atm, to see if it did anything

Thank you so much for your help! It´s really appriciated

No worries!

Sorry, it's not ryzen master balanced, it's just ryzen balanced 😜 This power plan comes with the AMD chipset drivers and is available on windows power plans:

 

[SpyderTracks]

Just an also, if it's still installed, uninstal Bullguard, we've had a lot of reports of it causing general issues, and actually windows defender is better anyway.

 

[Segwayrider]

Just an also, if it's still installed, uninstal Bullguard, we've had a lot of reports of it causing general issues, and actually windows defender is better anyway.

As far as I can tell, and remember, I´ve already done so.
Anyway as far I can tell if I have AMD Ryzen Master open, or the fan speed settings, there will be a noticeable delay between audio and video. I´m not 100% sudden on why. I´m pretty sure it shouldn´t be a thing, but at least i have somehwat located the problem.
I treid to let my cpu power go back to 100%, but the tempeture of the cpu went to about 70 when not under load, and 65 even with fans going 100% (still not under load). I don´t personally find that acceptable so I reverted it back to 99% (though the laptop may handel it fine im scarred of long term damage with those temperture, and its not like I need the extra performence while browsing and watching videos anyway)
Also LatencyMon still said the same thing (trouble handling real time audio) with cpu at 100% power, though NVIDIA "only" got about 8.000 executions, while the other stayed below 3000, when the MAD ryzen master and the fan control setting was open( compared to the around 15.000

 

[FerrariVie]

I treid to let my cpu power go back to 100%, but the tempeture of the cpu went to about 70 when not under load, and 65 even with fans going 100% (still not under load).

That is not normal. You should be able to use your laptop at 100% power with the turbo boost activated, as it is at stock. The thermal performance of the Nova is quite good even for the 3900, so 70 at idle is not possible in normal conditions. I've seen people report that it does not thermal throttle even at CPU stress testing (however with max fans running loud).

Did you change the control center profile to entertainment on that test and still got 70° at idle?

 

[Segwayrider]

That is not normal. You should be able to use your laptop at 100% power with the turbo boost activated, as it is at stock. The thermal performance of the Nova is quite good even for the 3900, so 70 at idle is not possible in normal conditions. I've seen people report that it does not thermal throttle even at CPU stress testing (however with max fans running loud).

Did you change the control center profile to entertainment on that test and still got 70° at idle?

It was in entertainment yeah

 

[Segwayrider]

That is not normal. You should be able to use your laptop at 100% power with the turbo boost activated, as it is at stock. The thermal performance of the Nova is quite good even for the 3900, so 70 at idle is not possible in normal conditions. I've seen people report that it does not thermal throttle even at CPU stress testing (however with max fans running loud).

Did you change the control center profile to entertainment on that test and still got 70° at idle?

Should i attampt a RMA or..? Don´t wanna send the laptop away for 14+ days, but if its really not normal maybe I should

 

[FerrariVie]

Should i attampt a RMA or..? Don´t wanna send the laptop away for 14+ days, but if its really not normal maybe I should

Before sending it back, I would try to reach out to people here in the forum that mentioned having a 3900 just to double-check if the behaviour is the same with their unit. I don't think it is, but it's worth looking.

If you're comfortable doing a repasting, you could also try that. Maybe it was not done properly by PCS? If you don't want to do it yourself and have confirmed that this is not normal behaviour, then sending it back is the only option unfortunately.