TV keeps showing that HDMI 1 / Dolby Digital Plus / 3840 x 2160p banner . Tv freezes for about 2 sec

[Nikkilt51]

Hi, my Sky Stream keeps losing the voices/sound for about 2 seconds at a time. When it happens, my TV flashes up the HDMI information banner saying “HDMI 1 / Stereo Dolby Digital Plus / 3840 x 2160p”, as though the HDMI signal or audio format is being detected again.

I have already checked and pushed in all the cables, unplugged/restarted the TV, and checked the settings before, but it is still happening. It happens while watching Sky through HDMI.

Can you please check whether this is a known Sky Stream issue, whether my puck needs replacing, or whether there is a setting/update problem with Dolby Digital Plus or HDMI handshaking?

[Angel_Aka]

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@Nikkilt51 wrote:

Hi, my Sky Stream keeps losing the voices/sound for about 2 seconds at a time. When it happens, my TV flashes up the HDMI information banner saying “HDMI 1 / Stereo Dolby Digital Plus / 3840 x 2160p”, as though the HDMI signal or audio format is being detected again.

I have already checked and pushed in all the cables, unplugged/restarted the TV, and checked the settings before, but it is still happening. It happens while watching Sky through HDMI.

Can you please check whether this is a known Sky Stream issue, whether my puck needs replacing, or whether there is a setting/update problem with Dolby Digital Plus or HDMI handshaking?

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Have you tried changing the HDMI cable? I'd recommend a certified HDMI 2.1 cable - available from Amazon for under a tenner. This can often sort issues like this. 

[Daniel0210 · Accepted solution]

@Nikkilt51 

I have moved your post to the Stream board as it's unconnected to Sky Mobile. Incidentally you haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to assist other customers.

[teamdavies]

Have a look in this forum about a firmware upgrade qs038.  There are lots of other people having the same issue

[Nikkilt51]

How do I do the upgrade please 😊

[Nikkilt51]

How do I check if my Sky Stream puck is on QS038? Can I force the update, or do I just leave it in standby overnight?

[GD1]

@Nikkilt51  You can't force updates, depending on your puck will dictate the software version number, updates are pushed automatically.

These are the current software versions depending on puck type https://www.sky.com/help/articles/sky-software-updates

Sky Glass TV build version: QS037.046.00P or QS038.015.00P
Sky Glass Gen 2 TV build version: QS037.046.00P or QS038.015.00P
Sky Glass Air TV build version: QS038.006.00P or QS038.015.00P
Sky Stream puck build version: QSE036.023.00P or QS037.045.01P or QS038.023.00P

 

 

[Nikkilt51]

Mine says QSE038.010.00P. Is that an older QS038 build? I’m still getting the 2-second audio drop-outs and the TV flashes up HDMI / Dolby Digital Plus / 3840x2160p when it happens. Should my puck update to QS038.023.00P automatically, or does this need raising with Sky?

[GD1]

@Nikkilt51  As advised you're on the current version listed as it depends on puck type, no you can't force an update, nor can Sky.

There is nothing to update.

[Nikkilt51]

Thanks. So if there’s nothing to update, what should I try next please? I’m still getting 2-second audio drop-outs, and when it happens my TV flashes up HDMI / Dolby Digital Plus / 3840x2160p. Cables have been checked and the TV has been restarted. Could this be a Sky Stream puck fault or a Dolby Digital Plus/HDMI issue??

[GD1]

@Nikkilt51  Try using Passthrough for Audio on the stream puck audio settings

[Nikkilt51]

So far so good . I'll keep you updated !! Thank you for your help 😊

[billx]

Hi, the puck/stream has many issues, but this is not a known one.

I would suggest using a different HDMI port on your tv.

Try a different HDMI cable.

In the puck settings, you can change the sound output type. Try changing these.

The fault process will be one step at a time, until you localise or disprove it.

For example, replace the cable. Does it still happen? Yes = not the cable, No = faulty cable.