topic Re: Audio issue in Sky Q

Audio issue

TrebleTA — Mon, 05 Jun 2023 16:01:42 GMT

Hi,

So I'm having a problem with audio on my Sky Q 2tb box.

If i press the home button on the remote, then tv guide and start scrolling I hear a audio glitch, to then get sound back I have to press back then go to the sky home, and the sound triggers again, back to normal, if I just exit the menu sound is not correct.

The other day I was watching the sky F1 race live and it would slowly de sync untill audio stop, changing channel back and fourth fix it for a short time in the end cold reset of the sky q box fixed it.

Some info. My TV is a 2022 Samsung Model QE55S95BATXXU

My Sky Q Box 2tb SW Q220.000.23.00.

Problem seem to be with Dolby Atoms.

Yet both my sky q box and my tv should fully support this.

Re: Audio issue

oldfella — Mon, 05 Jun 2023 16:01:36 GMT

@TrebleTA wrote:

Hi,

So I'm having a problem with audio on my Sky Q 2tb box.

If i press the home button on the remote, then tv guide and start scrolling I hear a audio glitch, to then get sound back I have to press back then go to the sky home, and the sound triggers again, back to normal, if I just exit the menu sound is not correct.

The other day I was watching the sky F1 race live and it would slowly de sync untill audio stop, changing channel back and fourth fix it for a short time in the end cold reset of the sky q box fixed it.

Some info. My TV is a Samsung QE55S95BATXXU 2022

My Sky Q Box 2tb SW Q220.000.23.00.

Problem seem to be with Dolby Atoms.

Yet both my sky q box and my tv should fully support this.

Hi @TrebleTA

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

Re: Audio issue

TrebleTA — Mon, 05 Jun 2023 16:06:41 GMT

@TrebleTA wrote:
Hi,

So I'm having a problem with audio on my Sky Q 2tb box.
If i press the home button on the remote, then tv guide and start scrolling I hear a audio glitch, to then get sound back I have to press back then go to the sky home, and the sound triggers again, back to normal, if I just exit the menu sound is not correct.
The other day I was watching the sky F1 race live and it would slowly de sync untill audio stop, changing channel back and fourth fix it for a short time in the end cold reset of the sky q box fixed it.

Some info. My TV is a 2022 Samsung Model QE55S95BATXXU
My Sky Q Box 2tb SW Q220.000.23.00.

Problem seem to be with Dolby Atoms.
Yet both my sky q box and my tv should fully support this.

So I have done the minor reset. Also I have only just got this new Sky Q box, the other was overheating. But what's this about changing to scr, will try that. It's now on scr, it was on wideband.

Re: Audio issue

TrebleTA — Mon, 05 Jun 2023 16:11:55 GMT

But I dont have a communal dish, I just have my own, but worth a try.

Re: Audio issue

TrebleTA — Mon, 05 Jun 2023 16:10:48 GMT

Put back on wideband, SCR had no siginal.

Re: Audio issue

TrebleTA — Mon, 05 Jun 2023 16:26:53 GMT

When I say the sound glitches, it's like it's trying to play sould out the left side more but it's not right.

Also I can go in to Sky Q setting change Dolby atoms off-on. I get no sound on the sky f1 channel, I then swap channel back and forth to sky F1 and there is sound go in to sky menu do it again switching atoms on and off and I still get sound this time when switching..

Something is not right, is this a faulty sky q box?

As I say, I have only just been given a replacement and dont remember getting this before.

Re: Audio issue

nigea99 — Mon, 05 Jun 2023 16:54:25 GMT

hi @TrebleTA

Sorry I can't really help - especially if the reset @oldfella mentions doesn't help

Just one thing to note - The F1 UHD channel isn't actually Atmos - just 5.1 - but it does use DD+ rather than DD.

Re: Audio issue

TrebleTA — Tue, 06 Jun 2023 10:00:08 GMT

After looking on the forum, this seems to be a problem that sky has not fixed for years!!!

Re: Audio issue

TrebleTA — Tue, 06 Jun 2023 17:59:25 GMT

After checking this is on the Sky Sports main event UHD and the Sky Sports F1 UHD.

Reseting/restarting the Sky Q box had no affect.

Just have to live with it...

Re: Audio issue

nigea99 — Tue, 06 Jun 2023 18:02:18 GMT

@TrebleTA wrote:

After checking this is on the Sky Sports main event UHD and the Sky Sports F1 UHD.

Reseting/restarting the Sky Q box had no affect.

Just have to live with it...

Can you just leave your SKY box using Dolby Digital rather than Dolby Digital + as it seems it that which is causing your problem

Re: Audio issue

TrebleTA — Wed, 07 Jun 2023 18:42:44 GMT

Switching channels is easy enouth, yet as I say i'm sure it did not happen on my old over heating sky q box, yet may not of noticed. also if I'm not using dd+ would I not lose that sound quality in UHD/4k Sky cinema d/load's, also apps like Netflix, and they all work fine sound wise, It's just the 2 UHD live channels.

Seems to be something with the sky menu screen triggering it.

Re: Audio issue

nigea99 — Wed, 07 Jun 2023 19:40:45 GMT

@TrebleTA wrote:

Switching channels is easy enouth, yet as I say i'm sure it did not happen on my old over heating sky q box, yet may not of noticed. also if I'm not using dd+ would I not lose that sound quality in UHD/4k Sky cinema d/load's, also apps like Netflix, and they all work fine sound wise, It's just the 2 UHD live channels.

Seems to be something with the sky menu screen triggering it.

Yes it would also affect the apps - I admit I hadn't really thought of that - Sorry - I use the apps on my TV or Firestick rather than on SKY Q so it didn't come to mind when it should have.

When it comes to films /downloads only those that have Atmos use DD+ (unlike the live UHD channels which now use DD+ as standard) so do you know if you are OK with downloads that do have Atmos (note everything in 4K has) - if Atmos on Downloads is OK then I really don't why it should be different for the live channels

Re: Audio issue

TrebleTA — Thu, 08 Jun 2023 08:36:38 GMT

Aye all works fine its just the two live UHD sky channels, that are giving sound issues and going in to the sky tv menu screen causing problems.