Voices in programmes streamed via the puck are inaudible

[herbuburb]

Over the past few weeks I have had an issue with streamed content using the puck. I have no issues with the Sky Glass but for example on Sunday the voices of presenters and commentators on Sky's NFL coverage were inaudible ... on both channels. Crowd noise on both channels was at the set volume, which just contributed to my inability to hear the comms / presenters. The voices of presenters and the same commentary on NFL Red Zone on Sky Sports Mix however were fine. 

This is not the first time the issue has blighted my viewing; and wasn't the last:

Tonight I was trying to watch a movie on Film 4 HD - same issue but with the main dialogue. The sound effects and music? Fine. Just couldn't hear the dialogue - it sounded like the audio was playing at two completely different levels - effects on 26, dialogue on 1.

I tried to play something from a playlist - a Sky Documentaries documentary. Same issue. The voice over and dialogue were inaudible. All I can hear is "background" noise.

I would appreciate some help ... or for Sky to send me a new Puck that works.

[r0cketscience]

One thing to try is changing the sound settings. Assuming the Glass interface is the same as teh Stream puck - 

• go to Settings
• select Picture and Sound
• select Sound

Try a different sound option. Often PCM stereo is the most likely to work, but Auto might the one for you.

[herbuburb]

Thanks, but the sound settings are of no use in this regard.

The fact that the sound effects and all sound apart from the dialogue/voiceovers (even the voiceovers on advertising in the breaks) is fine, suggests that it's something that can't be resolved in the settings. I'm guessing something in the streaming technology is failing so that the impedance on that sound channel is higher on editorial broadcast material. Their may be a factory reset I can try which will resolve it; but if there is then I haven't worked out how to do it yet.

[r0cketscience]

Issues with dialogue being inaudible can be caused by errors when receiving devices mix down Dolby surround to feed stereo devices. The mix is usually controlled by metadata send in the stream. It can go wrong, and there have been other threads on this forum where changing the sound settings has fixed the issue. 

if you haven't tried changing the sound settings it's worth a try, before you reject the tv as faulty.