topic Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas in Sky Q

My sound cuts out for a second every 20 seconds or so - what is the setting change require please ?

Gunny24 — Wed, 06 Dec 2023 14:26:45 GMT

My sound cuts out for a second every 20 seconds or so on my main SkyQ box - what is the setting change required please (Sky have walked me through this before)

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

Greenfingers001 — Thu, 07 Dec 2023 09:20:56 GMT

Hi there @Gunny24 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

Mr+Flibbles+86 — Sat, 09 Dec 2023 09:51:36 GMT

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

BugzPhotoz — Mon, 25 Dec 2023 18:06:46 GMT

Did you get this resolved? I have the same problem.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

Welshdoc — Mon, 25 Dec 2023 18:24:59 GMT

This has also been happening for me over the last week or so.

It's so annoying.

I remember a similar problem years ago which I think had a very long thread on here.

Not changed any settings, although TV has had a software update, but only occurs with Sky Q (not TV apps).

Have tried a Q box reset (from the engineer menu) as suggested on another thread, with no change.

HDMI to TV (Sony A80J) then ARC to amp (Sony 1040).

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

BugzPhotoz — Mon, 25 Dec 2023 20:01:03 GMT

I've tried a reset ages ago when it first started. I was told its to do with Ethernet connection on the main Sky Q box. Mine only occurs on the main box and not on my 2 Sky Q mini boxes. All are connected via Ethernet. Apparently the issue has been around for years.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

Mark182004 — Wed, 27 Dec 2023 08:14:16 GMT

Hello, there is several recent posts on this forum regarding sound drop outs.

this was a big problem before and you did finally fix it but could it if come back in the recent software update?

please investigate thank you

software version Q230.000.14.00L (5nf3ptk)

hardware version 32B12D

Also is there a way we can link the sound drop threads together?

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

BugzPhotoz — Thu, 28 Dec 2023 09:25:12 GMT

I've just checked mine and I have the hardware and software version you listed and still have the sound drop outs. :-(. Any other ideas?

software version Q230.000.14.00L (5nf3ptk)

hardware version 32B12D

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

Gunny24 — Thu, 28 Dec 2023 09:30:12 GMT

I have a Sky Engineer coming next week (for a broadband issue) and have been asked to show him the sound drop out issue on the SkyQ Main Box (mini box is fine). I've jus tcompleted a software update on the SkyQ Main box as the TV Guide wasnt displaying and I'm sure the sound drop-out restarted then.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

Mark182004 — Thu, 28 Dec 2023 09:36:00 GMT

So we both have the same software version and are experiencing the same problem as others on this forum.

I believe since the last update to

software version Q230.000.14.00L (5nf3ptk)

hardware version 32B12D

this has caused the sound drop outs and we need someone from sky to intervene and start running some tests.

this was a major issue before with a previous software update and took sky some time to fix.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

Mark182004 — Thu, 28 Dec 2023 09:38:21 GMT

@Mr+Flibbles+86 @Please could you investigate sound drop issue.

several recent posts on this forum all complaining of the same, I believe it's since recent software update

software version Q230.000.14.00L (5nf3ptk)

hardware version 32B12D

many thanks

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

Welshdoc — Thu, 28 Dec 2023 10:09:01 GMT

Just to confirm I'm also on the same software version and hardware.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

HiHoSilver2000 — Sat, 20 Jan 2024 17:11:51 GMT

I've one of the other threads open. Not had any contact to it, from Sky.

I'm on the same software version 5nf3ptk but a different hardware version (3rd box trying to fix the problem, so think I have newer hardware version) 32C008.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pl...

BugzPhotoz — Sun, 21 Jan 2024 07:49:43 GMT

Hi. Did the engineer come and wre they able to help with your drop outs?

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

HiHoSilver2000 — Sun, 21 Jan 2024 09:42:50 GMT

Had 2 engineers out. They just swapped the box and kicked off a software update...

The second one said it must be the TV, ignoring that I was telling him I'd tried another TV with the same results.

We more or less watch streaming on the TV now and only use Sky when we really need to.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

BugzPhotoz — Mon, 22 Jan 2024 09:29:20 GMT

Thats what the engineer did with mine a few years ago, swapped out box, update and ran away quickly saying see if that sorts it out. For sound I use the digital optical out to a Sonos Playbar from the Sky Q main box. Has anyone got their sound setup differently? Via the TV maybe?

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

Chodley — Mon, 22 Jan 2024 09:49:33 GMT

@BugzPhotoz wrote:
Thats what the engineer did with mine a few years ago, swapped out box, update and ran away quickly saying see if that sorts it out. For sound I use the digital optical out to a Sonos Playbar from the Sky Q main box. Has anyone got their sound setup differently? Via the TV maybe?

The guy who posted immediately after you (post 4 I think) said his was HDMI to TV then Arc to av amp. So very different.

fwiw I use HDMI direct to Yamaha amp and have ethernet connection. Never had this issue. Must be painful.

Don't think anyone has said what audio outout format they are using?

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

Mark182004 — Mon, 22 Jan 2024 09:48:55 GMT

Mine is setup Samsung tv hdmi from sky q then Samsung soundbar is connected Bluetooth.

when I connected via hdmi arc I had another issue where the audio would suddenly turn the only way I can describe like a robot.

this happened with the sky box set to either normal or Dolby.

The same with the sound drops can hear it on both settings but Dolby is more prominent.

i think it may be more of a issue with Samsung TVs/skyq

touch wood the drops have disappeared for the last couple of weeks but skyq software has not changed.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

HiHoSilver2000 — Mon, 22 Jan 2024 10:51:44 GMT

I've tried optical out, connecting with wifi and Bluetooth before removing the soundbar from the setup, made no difference.

Currently using network cable to sky box, will try WiFi out of interest.

Re: My sound cuts out for a second every 20 seconds or so - what is the setting change require pleas

BugzPhotoz — Mon, 05 Feb 2024 09:10:36 GMT

I had a new TV and cabinet delivered at the weekend and I asked the guys from Weybridge Audio to have a look at my Sky Q sound issue in our lounge. He was in there 10 minuts and came back saying its fixed. I had my suspicions as he was so quick, but having watch TV for 2 evenings there is no drop out.

He changed the sound settings on the TV and Sky box, so I'll give it a couple more days testing and then i'll share what my settings are. If this is a fix I'll be very grateful to the knowledgable team at Weybridge Audio and also very disapointed in Sky who havent been able to resolve it for ages, and for so many people. Fingers crossed.....