Stream audio issues

[Nigelb1972]

My Puck, TV and Soundbar all have their Audio set to Auto and as I said, I only get a tiny interruption while the audio codec is changing. I don't the issue is with the hardware in the Puck as such more that the hardware in the Puck is more capable than a lot of devices in peoples homes. Our TV is a 2022 model and the soundbar is a 2021 model so they're in the same timeframe as the Puck. It only takes one thing in the chain to not be up to speed and the whole thing falls apart... ahhh good ol' modern technology 🫤

[Ed.B.]

I don't know if it's since the last update to QS021.008 but PCM audio, which had always been the best for me in terms of volume and clarity, doesn't work. 

If I watch the cricket on sky sports, for example, I get the sound from the ground but no commentary.

If I watch a movie on sky cinema I get the background sounds but not the actors voices. Same on Netflix. 

Putting sound to 'auto' resolves part of the issue, but it's so much quieter. 

I thought the puck was faulty, but there seem to be quite a few similar threads. Could someone else try this please?

[Ed.B.]

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@Chloe-W22 wrote:

Hi all,

We're trying to investigate this problem behind the scenes but need examples of customers like yourself who are experiencing an issue with Sound Sync.

I've reached out to a few users on this thread as we'd like to test if moving your Stream back to Release 20 fixes the issue. If you'd like to test this for us please private message me with your Sky Account Number.

Thanks,

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Hi @Chloe-W22 

Please can you DM me? 

It's not just lip sync issues. Whole audio channels are unavailable using PCM stereo meaning there's no commentary on cricket, for example, just the sound from the ground. 

Auto doesn't suffer this issue, but too quiet for someone like me who is hard of hearing. 

[Ed.B.]

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@Paul+Dray wrote:

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@1st-Ade wrote:

If not already set, try changing puc audio output setting to PCM.

This avoids data processing you get with auto, and Dolby settings.

Had improved things for me, although still not perfect 

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This has already been discussed in this thread. PCM Stereo isn't delayed as you say but of course it's just stereo sound not Digital Surround. 

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And if you watch the cricket using PCM stereo you don't get the commentary. Genius! 

[GD1]

@Ed.B.  I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

[Paul+Dray]

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@Ed.B. wrote:

I don't know if it's since the last update to QS021.008 but PCM audio, which had always been the best for me in terms of volume and clarity, doesn't work. 

If I watch the cricket on sky sports, for example, I get the sound from the ground but no commentary.

If I watch a movie on sky cinema I get the background sounds but not the actors voices. Same on Netflix. 

Putting sound to 'auto' resolves part of the issue, but it's so much quieter. 

I thought the puck was faulty, but there seem to be quite a few similar threads. Could someone else try this please?

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You may need to explain your setup @Ed.B. Is your puck plugged in to a tv with built in speakers or an AV amp with multiple speakers? Etc.

[Ed.B.]

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@Paul+Dray wrote:

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@Ed.B. wrote:

I don't know if it's since the last update to QS021.008 but PCM audio, which had always been the best for me in terms of volume and clarity, doesn't work. 

If I watch the cricket on sky sports, for example, I get the sound from the ground but no commentary.

If I watch a movie on sky cinema I get the background sounds but not the actors voices. Same on Netflix. 

Putting sound to 'auto' resolves part of the issue, but it's so much quieter. 

I thought the puck was faulty, but there seem to be quite a few similar threads. Could someone else try this please?

---

You may need to explain your setup @Ed.B. Is your puck plugged in to a tv with built in speakers or an AV amp with multiple speakers? Etc.

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No set up. Just the puck connected via HDMI to the TV. Same problem with both Samsung TVs I've tried it on. 

[Paul+Dray]

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@Ed.B. wrote:

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@Paul+Dray wrote:

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@Ed.B. wrote:

I don't know if it's since the last update to QS021.008 but PCM audio, which had always been the best for me in terms of volume and clarity, doesn't work. 

If I watch the cricket on sky sports, for example, I get the sound from the ground but no commentary.

If I watch a movie on sky cinema I get the background sounds but not the actors voices. Same on Netflix. 

Putting sound to 'auto' resolves part of the issue, but it's so much quieter. 

I thought the puck was faulty, but there seem to be quite a few similar threads. Could someone else try this please?

---

You may need to explain your setup @Ed.B. Is your puck plugged in to a tv with built in speakers or an AV amp with multiple speakers? Etc.

---

No set up. Just the puck connected via HDMI to the TV. Same problem with both Samsung TVs I've tried it on. 

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OK well my first thought is that your Samsung TV audio output settings is set to some sort of virtual surround output or adaptive sound setting. So when it's fed a 2 channel stereo PCM signal it's not outputting correctly. Can you check your TV audio settings? Not the puck but the  Samsung TV settings itself. What's the model number of your TV?

[Ed.B.]

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@Paul+Dray wrote:

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@Ed.B. wrote:

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@Paul+Dray wrote:

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@Ed.B. wrote:

I don't know if it's since the last update to QS021.008 but PCM audio, which had always been the best for me in terms of volume and clarity, doesn't work. 

If I watch the cricket on sky sports, for example, I get the sound from the ground but no commentary.

If I watch a movie on sky cinema I get the background sounds but not the actors voices. Same on Netflix. 

Putting sound to 'auto' resolves part of the issue, but it's so much quieter. 

I thought the puck was faulty, but there seem to be quite a few similar threads. Could someone else try this please?

---

You may need to explain your setup @Ed.B. Is your puck plugged in to a tv with built in speakers or an AV amp with multiple speakers? Etc.

---

No set up. Just the puck connected via HDMI to the TV. Same problem with both Samsung TVs I've tried it on. 

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OK well my first thought is that your Samsung TV audio output settings is set to some sort of virtual surround output or adaptive sound setting. So when it's fed a 2 channel stereo PCM signal it's not outputting correctly. Can you check your TV audio settings? Not the puck but the  Samsung TV settings itself. What's the model number of your TV?

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Not a clue, but it always worked fine on both TVs until last week. 

This is a sky issue, not Samsung.

[Paul+Dray]

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@Ed.B. wrote:

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@Paul+Dray wrote:

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@Ed.B. wrote:

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@Paul+Dray wrote:

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@Ed.B. wrote:

I don't know if it's since the last update to QS021.008 but PCM audio, which had always been the best for me in terms of volume and clarity, doesn't work. 

If I watch the cricket on sky sports, for example, I get the sound from the ground but no commentary.

If I watch a movie on sky cinema I get the background sounds but not the actors voices. Same on Netflix. 

Putting sound to 'auto' resolves part of the issue, but it's so much quieter. 

I thought the puck was faulty, but there seem to be quite a few similar threads. Could someone else try this please?

---

You may need to explain your setup @Ed.B. Is your puck plugged in to a tv with built in speakers or an AV amp with multiple speakers? Etc.

---

No set up. Just the puck connected via HDMI to the TV. Same problem with both Samsung TVs I've tried it on. 

---

OK well my first thought is that your Samsung TV audio output settings is set to some sort of virtual surround output or adaptive sound setting. So when it's fed a 2 channel stereo PCM signal it's not outputting correctly. Can you check your TV audio settings? Not the puck but the  Samsung TV settings itself. What's the model number of your TV?

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Not a clue, but it always worked fine on both TVs until last week. 

This is a sky issue, not Samsung.

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I'm trying to help you here @Ed.B. I'm just a Sky subscriber like you.

The lip sync issue on bitstream audio outputs is a Sky Issue agreed.
I'm just trying to help you resolve the missing audio/dialogue when you set the puck to PCM Stereo. That setting is confirmed by many to be working fine so it must be a conflict between the Audio output mode your Samsung TV is in. If you switch your TV audio to Stereo it should work fine with PCM Stereo set on the Sky Puck.

[Ed.B.]

It doesn't. 

[Paul+Dray]

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@Ed.B. wrote:

It doesn't. 

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OK I'm not going to be able to help you without more details and your seemingly uncooperative attitude. All I can say is I hope that particular problem gets resolved for you as well as the lip sync issue on digital surround modes that I and many others are facing. 

[Tommyd1]

I wish could just roll back to the previous firmware 😭 

[2db]

FWIW, another user here with exactly the same issue. PCM stereo fine, auto or Dolby digital unwatchable 

[Ed.B.]

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@Paul+Dray wrote:

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@Ed.B. wrote:

It doesn't. 

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OK I'm not going to be able to help you without more details and your seemingly uncooperative attitude. All I can say is I hope that particular problem gets resolved for you as well as the lip sync issue on digital surround modes that I and many others are facing. 

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I'm not being unhelpful, just factual. Changing to PCM stereo made no difference.

I have some additional information however - removing the delay makes the commentary come back and the sound as loud and clear as it used to be.