Agreed. @elan @DaveBinM @ChuckPa someone from Plex should at the very least apologize for not addressing the issue properly (3 years is a long time for no fix of any kind), or show some common courtesy and give an update to apple TV users. Are we not worthy of even a response?
Iāve been very active in this thread, posting more than any other participant. Last month we trialed some fixes, gathered feedback, and are refining what we did to improve it further before releasing it. This issue has been acknowledged, worked on, had a public preview, and is still being looked at, in addition to other Apple TV related playback work. Until the actual fixes themselves are fully released (which is coming soon), Iām not sure what else I can do here.
Proper communication would be nice. āBehind the scene code changesā is not that. Like linked, a different app offering proper communication is primarily what this community is paying for for.
if you think the communication so far being offered over a 3 year span by Plex with this ongoing issue and others has been sufficient then god bless.
But you see why youāre being pinged over and over again, right? Or do you think that Plex, as a company, handled this problem well and you really donāt get where all the frustration is coming from?
PS. My first comment in this topic was 3 years ago: Apple TV 4K audio sync issues with enhanced player - #29 by stigger
I sense your frustration. You are caught between the engineers and the users, powerless to do anything to address the underlying problem. Desperate to have the problem solved. Irritable because it has been outstanding for so long. I hear you.
Please understand that the users feel the same way that you do. Powerless to do anything to address the underlying problem. Desperate to have the problem solved. Irritated to the point of outright anger that it has been outstanding for so long. Iām sure you hear them too.
What else can you do? You can offer sympathy. Kind and calm words. Acknowledge that the issues have been outstanding for a very long time. Let people know that the issue is being actively worked on. Let people know that there is no higher priority with the team. Most importantly, you can repeat these things over, and over, and over. Once a week or more. Longer silences fuels anger and encourages more people to pile on, increasing everyoneās frustrationāincluding yours.
Iām not frustrated, just communicating where things are at. However, I wonāt be spending multiple times a week to communicate no changes, or to repeat myself, as my time is better spent elsewhere. If there is news to share, I will post. Please also donāt assume that you know what I am thinking, or feeling.
Wow. That isnāt the kind of response I expected at all. My message was intended to provide an opening for you to further communicate, express sympathy and support to the customer base. It was not intended as an opening for something like this:
A role of support / community manager / spokesperson might not be the best choice for you.
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Thatās all that needs to be said, keep customers in the loop and let us know progress is being made.
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I had stated that information previously, further back in the thread, I just didnāt have anything new to add 
My post wasnāt a pop at you - youāve had a decent rapport with the users. I know Plex love to be vague and I know over the years the stated reasons why.
You threw us a bit of curve ball though, when you said it was a licensing issue - and I canāt find the post now so not sure if you removed it. My post was to try and ascertain what end goal you are working towards - recent posts seemed to indicate we were setting our sights too high due to licensing issues.
Please donāt take it personally - weāre as frustrated as you are!
Edit : found the post.
The audio sync issues arenāt a licensing issue, thatās just to do with what codecs and formats are supported or can be passed through. Weāve been developing a new audio engine to use for video playback, which does take time and isnāt super straightforward, which should help address the audio sync, and allow support for other things in future too
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So is Atmos on the agenda? Iām convinced Plex used to play Atmos back in the days but didnāt support DV and now we seem to be the other way around.
Oh man, people were on your side, until now. What a HORRIBLE reply.
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This isnāt us vs them. I think we all want the same thing. But the communication could be more frequent. I want to know if thereās hope or not. The fact that it took 3 years is concerning for sure.
This couldnāt be communicated before? This is the first time something like this has been mentioned in 3 plus years. This is what proper information is. Or just get salty again and blame other companies for not wanting to license their tech lol .
What a joke lol
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Hey @DaveBinM appreciate you always being active. However being active doesnāt mean you guys are offering up proper information as to whats going on and what kind of fix is coming or if itās coming in the next update or what.
The fact still remains that 3 years ago audio sync was bad and unwatchable, and itās still that way 3 years later. So even though you respond as a user I have to wonder if Plex is trying to cut corners to avoid paying proper licenses for the audio/video codecs, or is it not high priority on the list? Or what has prevented Plex from getting proper audio sync in 3 years?
When Infuse experienced audio/sync issues, within weeks they rolled out a temporary fix (a/v sync controls) and few weeks later the problem was completely resolved.
So if itās a licensing issue just be upfront with users and let us know so we are not waiting and expecting something that will likely never come.
That issue with licenses sounded weird to me too. It reminded me the drama with QT.
QT is a software to write cross-platform GUI apps. Plex is having some problem with QT because they are using an old Open Source version and canāt manage to upgrade to the new versions therefore canāt fix some bugs, or something like that. Plex refuses to pay the company that provides support for QT and blamed them here in the forum in public, saying that they ignore Plexā emails, or something like that. A user then went himself and talked to the company to hear their version and what happened is that the company offers support contracts yearly based and Plex wanted to pay only for one month of support and get their problems fixed in one month and then stop paying them. They told Plex they do not offer monthly plans. And Plex got sour and blamed them for the problems. The thread when all happened was deleted. And other thread to complain about it and why they want to hide the problem was deleted too. Probably this post will be deleted.
P.S., If I am wrong with the details is because said thread was deleted and I canāt confirm exactly what happened. But the whole idea of the drama I think is correct.
Hi @DaveBinM - first your responses are appreciated. But I need to be honest (and this is not personal) - I am in the IT industry - have been for 30+ years and work on a senior level. Customer service is CORE to what we do. If any representative of my business responded on a public forum the way you did - weād be having a very deep and candid discussion and it would have been a tough discussion. Now - from personal experience I can assure you keeping your customer base up to date - PROACTIVELY - speaks volumes and is many times all that is needed. A weekly update to say i) this is and will remain one of our top priorities, ii) it is complex problem but we are relentlessly working on solving this - in a dedicated fashion and iii) we did/did not make progress but I just wanted to keep you all posted - will make this tough crowd MUCH more forgiving.
With just this small effort (and once a week is little to no effort when it comes to customer service) - you will retain a lot of your business and not see people walking away from Plex which is blatantly obvious at the moment.
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Spot on.
Just my $.02, but I feel @DaveBinM has done a fine job of responding to this thread and some of the comments above attacking his responses are a bit over the top. Iāve also worked for years at some of the worldās largest companies representing some of the largest consumer products available (think video game platforms). And in my experience, any particular issue as seen by the consumer tends to have both much more attention being paid to it than is known, and have a myriad of technical, strategic, and relationship factors to manage which all lead to a painful game of tradeoffs and prioritization. This is just one platform of many. Yes, itās frustrating that itās taken this long. But I think itās ridiculous to expect Dave to ācheck inā with this tiny subset of customers on a daily or weekly basis when there are no changes. Hoping this gets resolved, and I for one wish to thank Dave for his help and patience.
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