Experiencing bad audio halfway through the Mario movie

[Carlsos59]

Hi I just wanted to know if anybody was experiencing loss of audio halfway through the Mario movie I've tried deleting the movie and restarting it. I've also tried turning it from Dolby Atmos to normal and still have the same issue.

[bazzadelboy]

Hello Carlos, yes there is, our sound goes off at 1 hour into film. 

[Chloe-W22]

Hey @Carlsos59 @bazzadelboy ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related. 

Can you tell me what version of this you have downloaded, SD, HD, UHD or UHD/HDR?

Thanks,

[GemmaJ81]

Hello,

we downloaded super Mario in uhd and same for us no sound apart from buzzing after 1 hour!!

[JB008]

Same issue as everyone else, downloaded  the Mario Movie in UHD and buzzing sound replaced audio at 1 hour mark.

Deleted tried again and same result.

Almoat certainly issue with download rather than personal problem.

[Owen91]

The Mario film on sky cinema sound isn't working. Ive deleted it and downloaded it again multiple times but the sound doesn't work at the same point of the film.

[stokeybloke45]

I've had same problem in UHD 1hr 3 mins after the rainbow scene when mario and Kong drop in water. so I've down loaded it in HD and no issues defo sky side where the problem is 

[Laing1]

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@Owen91 wrote:

The Mario film on sky cinema sound isn't working. Ive deleted it and downloaded it again multiple times but the sound doesn't work at the same point of the film.

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@Owen91 you will need to report this to customer relation you can contact them at viewerR@sky.uk

[Laing1]

i'd report this to viewer relations at  viewerR@sky.uk

[Nickca]

Yes, I had to switch from UHD to HD to get sound back. Thanks Sky! 

[Cash1972]

About 1hr into watching Super Mario brothers in UHD on sky cinema the sound changes to what sounds like a drill. Tried to delete and download again but just continues where we left off with the same problem. Have downloaded again in HD which works fine. I see some people had the same problem with the new Shazam movie when it came out 2 weeks ago. 

[Daniel0210]

@Cash1972 

Your post has been moved into a thread already discussing this issue. As you can see Sky are aware of the problem. 

[Mike103]

After exactly an hour of watching the new super Mario bros movie on Xmas day the sound goes off completely and for the last 30 mins am left with a very fast continuos clicking sound totally ruining the end of the movie can sky please look into this.... 

[Mike103]

Yea same problem with mine on the dot after 1 hour bzzzzzzzzzzzzzzzzz 

[Slashed1975]

Good morning all!!

I was watching the Super Mario Bros movie & there's an issue with the sound track.

I have Sky Q Silver and I download it in UHD format as my TV has the HDR effect option that is superior to the HLG HDR format.  I also watch movies in Dolby  Atmos.

When it happened, I thought it was a hardware issue but I deleted the movie (with permanent delete) and downloaded it again and from 1hour - as soon as Mario and DK are floating in the sea - the sound disappears in the exact same place twice.  The sound is replaced by a long series of clicks.  It is like this throughout the rest of the movie.  The soundtrack is therefore broken from this point.

I have downloaded the UHD HDR version while typing this and this version seems to be unaffected by the soundtrack issue.  So it's only on the UHD version & not UHD HDR version.

Regards

DR, Sky Cinema Subscriber