[Tim Roberts]

hi all the issue i am having is with a range of new ap7 Titanium board where we are having a huge delay between the video and the audio that is coming out  of the board and also we have the sound bars fitted but when connected to the pc they are not work on the inbuilt speakers.

any help would be good

blakrok

[Eddie Promethean]

Hi Tim,

Thanks for reaching out.

Are you using a Promethean Sound bar? Where is this sound bar connected to?

Are you streaming videos from Youtube etc, when you are having these sound issues?

If you connect a computer directly to the panel and stream the same video, are you still noticing the sound lag?

Can you please let us know the main board firmware version that is installed on the panel? You can go to Locker>>>Update .

You mentioned the panel speakers not working. Do you have these disabled through the settings?

Once we have this information we will be able to help further assist.

We look forward to hearing from you.

Best regards,

Eddie

[Tim Roberts]

hi Eddie

the sound bar is connected to the board by the earphone jack at the bottom of the board and directly to the soundbar

and it is with streaming media from both youtube and planet estream but also directly from no streaming media on the pc

the board firmware is 4.2.0.84 bezel firmware is v6.4.71.42 android 8.0.0  serial 775t-*************

when we unplug and plug back in it will work and then start again after about 5 mins

 

with the speakers on the board it was more that it not coming out of the sound bar when connected to the pc

tim

[Craig Promethean]

Hello Tim,

If you remove the soundBar and just connect the computer to the ActivPanel and play something, does the sound work as expected?

If you play a video while on the OPS-G source, do you get the same results?

We look forward to hearing from you.

Kind regards,

Craig

[Tim Roberts]

hi there the sound from the boards speaker work fine both when the sound bar is plugged in or out

an the ops-g are currently no setup or connected to the internet so unable to test

[Craig Promethean]

Hi Tim,

I’m a little confused. If you have the soundbar connected the audio is fine but when streaming there is a delay with the audio?

Do you have a good internet connection when streaming the videos?

Kind regards,

Craig

[Tim Roberts]

so the when you play any media from the pc it only comes out of the screen speaker and not the sound bar and at the same time there is a delay between what the screen is showing and the sound coming out which does  increase over time and the only way we have found to stop this delay temporary is to unplug the hdmi lead and plug it back in .

so i have check the pc and they are currently fully updated and run windows 10 20h2 version and is going direct via hdmi to the board and it is all types of video media be it dvds or from streaming sites

 

so the just to clarify

1 – board speakers work with a ever increasing delay on them

 

2 – is we cant figure why when we have the sound bar plugged in we aren’t getting any sound when the pc is connected

 

sorry for the confusion

 

[Slim Promethean]

Hi Tim,

Thank you for your post!

We are sorry to read that you are still having sound issues with your ActivPanel.

In order to better help you with this, can you please confirm the following information:

1. Is the ActivPanel directly connected to the computer or do you use any wall-plates, extensions, or boosters?
2. If it is a direct connection, can you please confirm the HDMI cable length?
3. Have you tried another known working computer that works well with another ActivPanel of the same model ?

We look forward to reading from you.

Kind regards,
Slim

Promethean Technical Support

[Tim Roberts]

hi there

 

it is a direct connection to the board no wall plate or boosters or extensions

the boards concerned use a 3m (black one out of box) and the other is 5m HDMI cable

and yes we have tried other pc and we only have this model board on this site other site with older board and same equipment are not having the same issue with the sound delay  but are having issues with the sound bar not working with the boards like in my previous post (current work around)we have to plug the sound bars directly into the pc for them to work and not via the boards

 

Tim

[Olivia Promethean]

Hi Tim,

Thank you for that information.

What color is the source light on the Soundbar? Also please confirm that the soundbar is not set to mute. If this is set to mute, the mute light will be flashing.

Also, do you have fast boot enabled in windows or bios? If this is enabled, please disable fast boot and re-test. Did this have any effect on the issue being had?

We look forward to assisting you further.

Best regards,
Olivia
Promethean Technical Support

[Author]

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