Sound lose on channel 5 when adverts come on

[Chodley]

---

@W11 wrote:

Surely if it was our set up ie tv connections etc . this would happen on other channels too?

---

That's true but depends if they all use the same audio coding for ads vs programmes.

The fact the first two answers are Sony and LG though suggests there's not a technical thing in common. Think it would still be interesting to know what audio output is set to and trying NOT dolby digital, just to see what happens.

[Chodley]

---

@xenon81 wrote:

The likely cause is something to do with Sky's AdSmart system. The Sky box dynamically replaces certain adverts on some channels with ads that may be more relevent to you such as local companies etc.

Lots of channels use it and Channel 5 have also used it since 2015 but something technical may have changed recently causing the sound loss problems.

Chances are if you switch between Sky and a different platform during the ad breaks, the sound loss will happen when Sky has shown a different ad to the ones you see on Freeview or other platforms.

---

I thought that was only in on-demand content. On live broadcasts too?

[Triggerhappy]

Same for us too. I run via a pioneer amp and was thinking it was a codec problem. 
May I ask if others are running an amp or is the problem still there direct to tv

[Russ20]

We have the same box and software and having the same issue, only for the last few weeks. Just watching Fortnum and Mason vs Lidl and had a new issue on a fabreze advert where the sound was breaking up rather than being totally lost. Again switching channel and back again fixed it. We are getting sometimes sound goes out only for one advert and then restores, sometimes it goes out for all the adverts and comes back on for the main programme and other times it goes off and doesn't come back! In all cases channel switching will restore the sound. 
In our case we have the box connected directly to a Panasonic tv with built in Dolby atmos.

This has only started fairly recently so seems to be a software bug.

[Dillon1]

26 November 22:06

No sound and glitchy picture sound only returned on channel change the software is q230.000 hardware 32b212

[xenon81]

---

@Chodley wrote:

---

@xenon81 wrote:

The likely cause is something to do with Sky's AdSmart system. The Sky box dynamically replaces certain adverts on some channels with ads that may be more relevent to you such as local companies etc.

Lots of channels use it and Channel 5 have also used it since 2015 but something technical may have changed recently causing the sound loss problems.

Chances are if you switch between Sky and a different platform during the ad breaks, the sound loss will happen when Sky has shown a different ad to the ones you see on Freeview or other platforms.

---

I thought that was only in on-demand content. On live broadcasts too?

---

It's definitely on live broadcasts too. On Saturday morning  Channel 5's 'Milkshake' logo got stuck on screen during Friends, including the ad breaks, and it was possible to identify the adsmart ads as the logo disappeared on them. The same happens on Discovery channels that leave their logos on screen during the breaks (but no sound loss in that case!).

[Dillon1]

Is anybody experiencing slow downs in picture sometimes primary on itv like all of a sudden the program we are watching has switched to 24p it's very strange and annoying 

[Chodley]

---

@Dillon1 wrote:

Is anybody experiencing slow downs in picture sometimes primary on itv like all of a sudden the program we are watching has switched to 24p it's very strange and annoying 

---

Haven't notices that. Some sort of image processing on the TV maybe?

[Dillon1]

That's what I thought but every other device works fine it only happens on sky q box randomly it's strange 

[Chodley]

---

@Dillon1 wrote:

That's what I thought but every other device works fine it only happens on sky q box randomly it's strange 

---

The TV settings are different for each input so maybe it's got something switched on for that HDMI

You'd expect to see it more consistently though. Interesting one.

[mazscho]

Interestingly, I have just watched my recording of the Fortnum v Lidl programme, and there was no issue with the sound on the recording.

[Darkson]

We've been having the same issue (on the rare occasions we weatch anything on 5).

It doesn't seem to be all adverts though - in the last break (apprx 20:15) the first few ads had sound, then the Ferreo Rocher advert was silent, and the sound didn't come back until we changed the channel.

[Dillon1]

Good shout I'm going have a look at the hdmi settings 

[Daniel-F]

Afternoon everyone 🙂

We have had some indication of where we think the issue might be however we need a bit more help in isolating this down. We have had some great examples from some users with what I've asked above. 

I am now looking for some specific information which is as follows. If you can, get me the exact time when sound was lost and what advert was on at that given time. 

Once I have examples of both these I can look to share this on to the relevant team.

I'm going to mark this as the answer for this thread just to stick it up to the top so it isn't lost in the messages moving forward.

Thanks,

[Dillon1]

It seems to happen mostly for me around tea time onwards don't know if the rush of people watching at prime time has something to do with it