Sound lose on channel 5 when adverts come on

[Lee+McD]

My software and hardware versions are identical to yours. Mine seems to happen in the evenings and over the weekends. Weekdays don't see lm to be too much of an issue. 

Just needs to be fixed now (along with the low sound output Sky also know about). 

[GingerWhinger]

My software version is Q230.000.14.00L(5nf3ptk). Hardware no is 32B206

[DxB1]

@Daniel-F

I recorderd the loss of sound on my phone whilst watching Channel 5 when the adverts came on - 13th. November at 22:02

The recording showing the advert with sound and then the loss of sound. 

If you would like me to send the recording I will need a whatsApp number.

Derek

[Walster]

My software and hardware serial numbers are the same as others on this thread. 
just lost sound on Channel 5 at 19.45 as TUI advert came on. Only returned after switching channels. 

[mazscho]

My software and hardware numbers are the same as all the others.

[W11]

Hi,

This has just happened again at 21.45 when the adverts came on.  It was the Tui ad on first tonight

[Chodley]

I wonder if there is any commonality between what audio devices (TV or amp) you are all using, and what sound output setting you have. Ads are often just in stereo and if you've got the Q box set to output dolby digital, maybe the change between 5.1 and stereo sound is confusing the audio system/TV.

[mazscho]

@Daniel  Just happened during the ads 13.30, during the film "Staging Christmas

[Peter44]

What TV makes  have we all got? Mine is a Sony Bravaia connected via a hdmi cable to the sky Q box

[W11]

Mine is an lg tv

[W11]

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

[mazscho]

I would imagine so.

[Lee+McD]

Nope, it's definitely a Sky box issue. I have an LG tv connected via hdmi. No channels affected except channel 5. If I play Channel 5 through free view or freesat, it's fine. 

[mazscho]

That's interesting!

[xenon81]

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.