Sound Dips On Stream

[Heinz57]

Have had Stream for the last month with no problems but yesterday the sound has started to randomly dip for a fraction of a second. My setup is:- TV Samsungf QE55N95CATXXU connected by ARC to Samsung Q990B soundbar. I've tried with different cables but the problem still persists, I've also got an Amazon cube on the same setup and there is no problem at all with the sound. Have tried changing the adudio setup on the puck to Passthrough from auto but the problem is still there. I'm thinking of trying a full factory reset but not sure if I will lose my playlist groups, I'm aware this is msotly cloud based but just not 100% certain if I would lose anything. Any advise would be appreciated. 😊

[Padam_Padam]

@Heinz57 

Everthing is cloud based on Stream, there is no local storage for user data. Your playlist and all account info will repopulate after a factory reset, once the puck is relinked to your account. 

[75sky]

I had the same problem with my denon avr i turned off eco on the avr and it sorted it. not sure if your soundbar as eco mode on it but it might be worth a look 

[Chrisee]

@Heinz57 Sky ask that customers only do a factory reset when requested to by their staff as their is risk thst the process can brick the puck.

It is quite unlikely an audio issue is hardware related.  You msy want to report the issue to Sky's Viewer Relations team with details of the time and the channel or title you were watching at viewerR@sky.uk.

[Heinz57]

Thanks Chrisee, I did see a few posts regarding the factory reset which is why I was loathe to do this. I've ruled out faults with other equipment as it is only the puck that I have the problems with and it is something that was fine one day but then suddenly appeared the next. I initially thought it might be the cable so tried with a cable that I knew was working, but the fault was still there. The sound dips are totally random and are for every app and tv channel so I can't report it as there is no pattern. I spent a few hours with Samsung customer support and they say everything is fine with the TV and soundbar so I just wanted to try the factory reset as a last resort.