topic SOund issue on my SKY Q 2TB box in Archive

SOund issue on my SKY Q 2TB box

Gr4nd4d92 — Mon, 08 Jun 2020 08:47:54 GMT

Live TVs, no demand, or catch up . The sounds since the UHD ox has been installed disappears to silence for a split second one or twice an hour. Any ideas?

Re: SOund issue on my SKY Q 2TB box

Greenfingers001 — Mon, 08 Jun 2020 09:14:42 GMT

Hi @Gr4nd4d92 and welcome to Sky community, was this a self install or did an engineer install the 2tb box? IF it was a self install, please ensure the HDMI lead that came with the 2tb Sky Q box is in use with the pink end going to the Sky Q box, also please try pluggning in the Sky HDMI cable a alternative HDMI input port on your tv.

Hope this helps

Re: SOund issue on my SKY Q 2TB box

dmy24 — Mon, 08 Jun 2020 09:22:32 GMT

Hi @Gr4nd4d92 and welcome to the community forum. It could be that your Digital output audio HDMI settings are not correct for the UHD box you had installed. Go to settings>setup>audio visual then scroll down to 'digital audio output HMDI' and make sure it is set to 'Normal' and not 'dolby digital' which is only for 2TB boxes and if its not on the correct settings you can experience loss of sound.

I would also check the HDMI cable and try using a different port. If you take the HDMI cable from the Sky Box and put it in a laptop does the TV drop the sound still? Please see the link below for steps to help troubleshoot issues with sound. Hope this helps 🙂

https://www.sky.com/help/diagnostics/sky-q-sound-help/what-would-you-like-help-with

Re: SOund issue on my SKY Q 2TB box

mckelr90 — Mon, 08 Jun 2020 09:25:18 GMT

@Gr4nd4d92 I have the exact same issue and I've troubleshot EVERYTHING! Literally everything. On my second UHD box and same issue. Carried out complete TV factory reset, Sky Q box factory reset, rebooted the WiFi router, followed all tips on here such as taking off the 5ghz setting, changing to 8-bit, different HDMI, turning off HDMI control etc and can't get any joy. My previous Q V1 box was had no symptoms whatsoever with On Demand and UHD and the sound displayed perfectly with no drops. Last two V2 boxes keep dropping as you described. Swapped HDMI cables with my Apple TV which doesn't have any issues with sound and still drops on Q. Would give my kingdom for a fix as watching Netflix and UHD downloaded content is a non starter and a huge shame. Out of interest, what TV do you have? Mine is a Samsung UE55JS8500 and the agent at Sky yesterday told me it's a known issue and to get in touch with Samsung which was a shame.

Re: SOund issue on my SKY Q 2TB box

Jayboy1990 — Mon, 08 Jun 2020 14:04:36 GMT

I had a silver 2TB box with no sound issues.

Sky engineer came out and swapped teh box for a newer 2TB all black box, since the day it was installed i get sound drops all the time. On demand, live tv, recordings and streaming in the apps, so anything that produces sound.

I also have a samsung tv, but i know it ISNT this. I can test this by using the apps via my TV and a Blu ray player and voila NO drop outs.

I asked Sky what the fault is, they tried blaming it on Samsung. But i have eradicated this being a Samsung fault.

I use the cables that were inspected and installed by Sky's engineer.

I am at a loss, and need Sky to investigate Please. Its an annoying bug.

I have tried everything such as changing HDMI sound etc. but nothing has worked.

Cheers,

Jay

Re: SOund issue on my SKY Q 2TB box

mckelr90 — Mon, 08 Jun 2020 14:20:12 GMT

@Jayboy1990 sounds like the same problem. The silver box was faultless on the same TV and nothing else connected to the TV drops sound so it's clearly the box.

Re: SOund issue on my SKY Q 2TB box

Jayboy1990 — Mon, 08 Jun 2020 14:22:26 GMT

@mckelr90

Yes, i just hope that Sky do happen to come across this, iv had to give up on CS and the engineer at the time was blaming my AV kit etc.

I now know he was wrong, and that CS are wrong also.

Cheers,

Jay

Re: SOund issue on my SKY Q 2TB box

Gr4nd4d92 — Mon, 08 Jun 2020 17:09:17 GMT

Sky engineer installed. Tried alternate HDMI port on tv and no change

Re: SOund issue on my SKY Q 2TB box

Jayboy1990 — Mon, 08 Jun 2020 17:14:28 GMT

Iv tried 3 *Brand New* varying pricey HDMI leads, and as you @Gr4nd4d92 say, i have also tried all 4 of the HDMI ports on my TV but no joy! The TV had the HDMI controller (or similar, cant remember the exact process) reset via a virtual call to Samsung too.

Iv searched the net for answers, and this is the only place i am seeing others (if only a few) reporting the same issue.

Not sure where to turn for troubleshooting this one as Sky have already made it clear they dont know how to help...

Thanks

Jay

Re: SOund issue on my SKY Q 2TB box

Gr4nd4d92 — Mon, 08 Jun 2020 17:20:34 GMT

The change of setting from Dolby digital to normal sorted the issue thank you so much @dmy24

Re: SOund issue on my SKY Q 2TB box

Jayboy1990 — Mon, 08 Jun 2020 17:22:31 GMT

Is it a 1TB or 2TB box you have? As, this doesnt fix the issue for myself...

My issue is specifically the newer 2TB that has the issue but the older 2TB didnt...

The title of the question states 2TB im confused!

Re: SOund issue on my SKY Q 2TB box

Gr4nd4d92 — Mon, 08 Jun 2020 17:22:39 GMT

@mckelr90 See the post from @dmy24 as this resolved the issue for me and I have a QLED Q63 samsung telly

Re: SOund issue on my SKY Q 2TB box

Gr4nd4d92 — Mon, 08 Jun 2020 17:24:00 GMT

@Jayboy1990 See post by @dmy24 as this resolved it for me. Changing the Dolby digital back to normal

Re: SOund issue on my SKY Q 2TB box

Jayboy1990 — Mon, 08 Jun 2020 17:29:15 GMT

Ok, maybe not a fix for me as i cant get that workaround to fix the issue!

My 2TB was replaced and since that moment i experienced this fault.

Sky employee, states 'which is only for 2TB boxes' when mentioning that fix, could be the reason for that change in settings having no effect as im using a 2TB box so i would have the setting on Dolby Digital.

Do you have the newer 2TB box?

Re: SOund issue on my SKY Q 2TB box

rpruk — Mon, 30 Nov 2020 15:29:58 GMT

I've had this issue since getting a Sky Q box a few months ago. Neer hd the issue with Sky HD and it' certainly not an isue with my AV equipment. Sky are well aware of the issue but have decided not to inform us customers when it will be fixed.

Re: SOund issue on my SKY Q 2TB box

sijones — Mon, 21 Dec 2020 11:09:41 GMT

I have been having the same issues since upgrading my 2tbox to a version that supports hdr be nice of sky if they except there is an issue as I paid £50 for this upgrade and have been a long time customer.

Re: SOund issue on my SKY Q 2TB box

fizzdisco — Mon, 21 Dec 2020 11:46:08 GMT

@sijones wrote:
I have been having the same issues since upgrading my 2tbox to a version that supports hdr be nice of sky if they except there is an issue as I paid £50 for this upgrade and have been a long time customer.

They have accepted it is an issue and are working on a fix but cannot give a timescale as it's proving difficult to pinpoint the precise cause. If you are unhappy then make a formal complaint and it will be logged as such and will give you more scope for compensation in some form.

Re: SOund issue on my SKY Q 2TB box

David.burrows — Tue, 22 Dec 2020 20:24:51 GMT

I also have the same issue. My original 2TB box had no sound issues, but it developed a fault that meant I had to replace it.. the replacement box is the all black one and It presents the sound fault.. I changed no other part of my set-up and I have a Pioneer plasma TV. It's clearly the box, I have just installed another replacement box, again the black one and the fault remains. Customer of 24 years. Very frustrating.

Re: SOund issue on my SKY Q 2TB box

Paddy+Mcvey — Wed, 06 Jan 2021 16:50:06 GMT

Literally have the same issue right now

Re: SOund issue on my SKY Q 2TB box

fizzdisco — Wed, 06 Jan 2021 17:04:13 GMT

@Paddy+Mcvey wrote:
Literally have the same issue right now

Complain. Ask for some compensation. Not a lot else can be done right now. They say they're trying to fix it but they sure as heck are taking their time.... I've given up and record stuff onto a USB drive from the Freeview HD tuner on my TV for the main terrestrial channels. Sharper picture quality and no audio glitches.