Sky Q recorded programs stop volume from working on Soundbar

[Angrycustomer1000]

I have a strange problem that I think is something to do with my Sky Q box but I've drawn a blank in finding an answer.

• TV -> Samsung QE49Q7CAM (a few years old now)
• Old Soundbar  -> Samsung HWJ6500R
• New Soundbar -> Samsung HW-S800B (plus SWA-9500s speakers)

The old soundbar was connected via Bluetooth but I've opted for using ARC/HDMI for the new one (as it has Dolby Atmos). Hard wired it should find everything every time. I can reliably see the Soundbar and TV on my home router (an ultra reliable mesh setup that has a node right next to the TV).

Everything is set to Bitstream etc on all kit.

The HDMI cable for ARC 'should' be suitable as I was careful in what I chose (i.e. not an immediately obvious issue)

My old soundbar worked perfectly fine with the TV and Sky Q. However, it broke so I had to find a replacement. I mention it only to confirm that this wasn't a problem beforehand.

As a side note, on the initial setup I had a variety of problems inc the sound being weird and stopping so I unplugged everything, left it a few mins and reset everything. This worked apart from the below scenario.

The new soundbar works in every regard (Netflix, Amazon, YouTube, via Blu-Ray, and across my network using Spotify), except this one strange scenario.

Watching live TV via Sky works fine. If I change volume I get my usual transparent pop up message on the TV confirming the level that I've set.

If I watch a recorded program then the volume control works for the first 5 seconds or so, but then stops working.

The volume level message doesn't show (although a pop-up still appears showing I'm connected via HDMI to the Soundbar). Nothing I do with the TV remote will fix this or change the volume. This happens reliably every time.

If I use the Soundbar remote (I'd prefer not to) I can change the volume but I don't see a pop up on the TV showing the sound level. the TV still shows that it is connected to the Soundbar via HDMI (although I suspect it is not quite as it should be).

The interesting bit is that if I change the audio input via the Soundbar remote (so cycle through until back on ARC) then everything works absolutely fine throughout the duration of the program.

If I continue with the next program in the series it continues to work.

If I go back to live TV and then choose another program, it fails as per the above. It appears that 'something' happens within the first few seconds of a program that causes the connection to be lost somehow.

If I watch a recorded program and keep going up/down on the volume I can prolong the problem (but annoy my other half). When I stop and give it a few seconds I can no longer change volume.

Any thoughts would be appreciated.

[nigea99]

hi @Angrycustomer1000 

Can I just check that the SKY Q box is connected to the TV and not to the  Sound bar directly ?

What happens if you are watching live TV but then press the SKY Q Home button - does this interrupt the ability to change sound via the TV (i.e. not needing the Sound bar remote) ? 

[Angrycustomer1000]

The TV uses a OneConnect setup (everything into a hub and then a small fibre optic cable into the TV itself - designed to hide wires). So, the Sky Q box is in HDMI-1, the soundbar is in HDMI-2 (ARC), 3 is PS4 and 4 is Blu-Ray.

Once the blip has happened I have to cycle through the Soundbar inputs until ARC is chosen again. Hope that helps explain it a little better.

[nigea99]

hi @Angrycustomer1000 

It sounds like for some reason - which I don't know - the CEC signal from the SKY Q box is causing your Sound bar to think it should change inputs 

I know some people have had problems with One Connect boxes but usually to do with 4K signals 

Perhaps try turning off the HDMI control on the SKY box 

Settings - Setup - Settings Audio Visual - HDMI Control

Although that may mean that you have to select the HDMI manually when watching

[Angrycustomer1000]

Posting here in case it helps someone else.

Finally figured it all. It's the TV and not Sky.

The problems I had got worse the more I dug into things. It got to the point where pausing YouTube stopped the sound working and changing to any app on the TV caused problems.

Eventually I came at this from a different angle. I reset the TV and did everything through Sky (all of the apps etc). I found that I couldn't let Sky find the soundbar as it wouldn't do anything with the volume, however, ignoring that bit works absolutely fine (ARC/CEC maybe). All I have to do now is use the Sky remote and not the TV one. TV apps don't work well but I only need the TV zap is if I want to use the PS4 without the PS4 controller.