Sky stream sound

[chris505]

Sky stream turned on . No sound on any Chanel or recording. Turned on and off several times. Only way to fix sound is to turn off at the mains. Happens 2 or 3 times a week. Any suggestions.

[lettice]

Sometimes this is related to a local network or interference issue and would also show picture issues and black screens around the same time as well as sound issues.

If you get the above, can you do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

Your audio setup.

Are you using the sound through your TV or are you using a soundbar or another external audio device?

For puck through your TV for sound;

In the Sky Stream puck  settings, which sound option have you set for Digital audio output audio?

Try changing between Dolby Digital, Auto and PCM stereo and see if it helps.

If using a soundbar or other external audio device, please describe how it is connected to your puck and TV, and in which order you turn the external audio device and Sky Stream and TVon?

[lettice]

Also,

rather than turning off the Sky Stream puck via the physical power socket, perform a restart of your Sky Stream box within the Sky Stream settings.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Different ways to get to the above settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

[chris505]

Broadband is 500mg. working well.

Puck conected to TV with hdmi cable from sky. Tv conected to sound bar with hdmi cable.

No sound comes from tv or soundbar until I reboot the Puck

[chris505]

Thanks I will try it next time.

[lettice]

Does this only happen when you power up your Sky Stream puck from startup after being off in standby  for sometime or from ovenight?

We find these settings work best for most soundbars and external audio devices.

In the Sky Stream Puck Sound setting for Digital audio output HDMI set it  to Auto.

Make sure the TV sound option for the hdmi port that the Sky Stream is connected to  is set to passthrough.

Assume your soundbar is connected to the ARC/EARC  port on your TV, with the Sky Stream puck connected to another hdmi port, not the single TV ARC/EARC hdmi port.

[chris505]

Yes. no sound only on startup.

Sky puck on hdmi 4

Soundbar on e/hdmi 3

[lettice]

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@chris505 wrote:

Yes. no sound only on startup.

Sky puck on hdmi 4

Soundbar on e/hdmi 3

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Annoyingly, it sounds as though the soundbar is not starting up fully as quick as the Sky Stream puck and TV, in the CEC chain order.

I find this with my soundbars.

My current being Hisense AX5125H soundbar system.

I use the hdmi in port on the soundbar for the puck, soundbar connected to the EARC hdmi port.

Other devices are connected to the other TV hdmi ports.

It works so much better using the puck via the soundbar hdmi in port like that, especially no lip sync issues.

But, I always switch on the soundbar first each day (using Google Home plug option)  before starting the puck/TV CEC chain using the Puck on/home key.

If I do not do yhe above and the TV has overnight checked for app/firmware updates overnight, it all can get out of sync and have to restart the puck. Also, in the scenario sometimes the puck drops to 1080p from 2160p.

I have set my puck sound settings to Auto and TV to passthrough for that and all other hdmi ports.

Do find having the puck sound settings with Dolby Digital Plus can sometimes cause lip sync issues for some stereo only channels like GB News and Legend, that does not happen in Auto mode.

[chris505]

Thank you for your help.