Soundbox Optical stopped working

[NickyPom]

Hi Guys - 1st post go easy 🙂

I've had my sound box for a year now and initially it worked fine now issues. I had to switch to Optical to listen to Netflix etc as I was using the App on the TV not the Sky Q route. Then the Optical sound stopped working after a while and started playing for about a second before cutting out and me getting a TV Speakers Active message. No biggie I just switched to using Netflix through Sky Q and was able to keep it on HDMI. 

The problem - new PS5 installed and Sky Q sound still playing through the Soundbox despite PS5 being on and connected through the Arc HMDI slot. Switch to Optical and I get a second of sound and then the TV Speakers active message again and it cuts off. 

TV is a Sony Bravia KD 55 AF9. 

Any help much appreciated 🙂

[mike+simmonds]

Hi @NickyPom 

Welcome 🙂

I'm assuming here that you mean you have your PS5 plugged in to an HDMI port on your Sony 

The fact it's plugged in to an ARC port on your TV isn't relevant as the soundbox doesn't support ARC

So if that is how you are wired up, to listen to your PS5 through your soundbox - it has to be through optical 

My first thought about the optical cutting out - is that you should try a different optical cable and make sure it's clicking in firmly to both your TV and the soundbox 

Do you have another to try ? 

[NickyPom]

Hi and thanks for the reply - 

Yes I have the PS5 connected to HDMI3 (ARC) into the Sony TV. Must be something up with the optical cable I guess I'll have to get another one. 

Is there a better way of connecting the PS5 and the Sky Q to the Soundbox, I just followed the instructions I think?

[mike+simmonds]

Hi @NickyPom 

You can never rule out a fault in the Soundbox but a new optical cable is a good place to start. If you can still get the Amazon basics one - they should be fine 

As for connections - the rule is - any device with an HDMI output should go direct to the back of your TV. Apart from your Sky Q box which should go directly to the Soundbox (with a second cable out of the Soundbox and into the TV)

In that way you can make use of the Soundbox / Sky Q menu options using the Soundbox HDMI settings 

Then of course the optical from your TV to the Soundbox using the Soundbox optical setting for the other devices such as your PS5

(Well done for finding a PS5 by the way 👏👏)

[NickyPom]

I swapped out the Optical cable for another and get the same, 1 second of sound fine followed by "TV speakers active"

I guess the Soundbox is faulty?

[mike+simmonds]

Hi @NickyPom 

It would seem to be a problem with either the Soundbox optical input but it could of course be to do with your TV optical output 

Do you have any other speaker with an optical input you can try ? If not then I think you have to try going down the route of "probable" fault with the Soundbox, contact Sky and see if they are willing to offer a warranty exchange 

[Rich80100]

I'm having the same issue, same tv, tried multiple optical cables, but sound keeps switching back to tv speakers. Was a solution identified to allow the sky soundbox to play audio via optical? Please share if so! 🙂

[mike+simmonds]

Morning @Rich80100 

When you say the sound keeps switching back to TV speakers - do you mean it does this suddenly in the middle of watching something? Or do you mean when you first turn the soundbox on ?

Whst TV do you have and what is your TV audio set to ?  

[Imogen10]

Just wondering if this has been resolved. I have a similar issue in that sound output from TV apps through optical cable to Soundbox is fine but devices connected to TV via HDMI (e.g. Nintendo Switch) are now silent on Soundbox. This happened the other day and he also occurred with Sky Q mini a few weeks ago. No problem there as I normally use HDMI route but the optical by option also used to work and now does not either. Any ideas?

[ChrisyJohna]

Hi @Imogen10

For my xbox I had to turn on HDMI pass through (on console settings), as the soundbox doesn't support HDMI ARC.

This allows TV to decode the signal from the xbox and then I have sound via optical setting. 

I'm not sure if nintendo switch offers hdmi pass through. 

😁

[mike+simmonds]

Morning @Imogen10 

Can you clarify how you have your switch connected to your TV and to your Soundbox?

I would expect you to have your Switch straight to your TV by HDMI, then an optical cable from your TV to the soundbox 

The optical cable shouldn't be connected to your switch 

Is that what you have ? 

[Imogen10]

Yes that's right. HDMI from Switch to TV then optical from TV to Soundbox. 

[mike+simmonds]

Probably worth trying to reset the Soundbox @Imogen10 

Other than that - if you bought it from Sky in the last 2 years you should qualify for a refund / part refund (year 1 /year 2)

1. Switch off the power to your Sky Soundbox at the wall and wait for the lights on the front panel to go off
2. Press and hold down the power and volumedown buttons together. Don’t release them
3. While you’re holding down the buttons, switch the power back on at the mains
4. Keep holding down the power and volume down buttons for at least 10 seconds until the red light on your Sky Soundbox comes on and then changes to amber
5. Release the power and volume down buttons
6. After 5-10 seconds, your Sky Soundbox will make the boot-up sound and turn itself back on. The light will go green

[Imogen10]

Has it ages. Thank you though. I will try a reset. 

[Graeme]

Hi,

I'm having this exact problem, has anyone managed to fix the problem? I've tried a new optical cable but no joy. Thanks