Why has my Sky Steam Puck lost sound?

[wizzybyplane]

My Sky Stream puck has lost the ability to play sound. I followed all steps that Sky suggested but to no avail. I even did a factory reset causing all my playlists to be lost. I have disconnected and reconnectedd HD leads and turned TV on and off. Still the puck does not play sound. Any other help or advice would be hugely appreciated.

[Jones_The_Cat]

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@wizzybyplane wrote:

My Sky Stream puck has lost the ability to play sound. I followed all steps that Sky suggested but to no avail. I even did a factory reset causing all my playlists to be lost. I have disconnected and reconnectedd HD leads and turned TV on and off. Still the puck does not play sound. Any other help or advice would be hugely appreciated.

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Have you turned the puck off at the wall for a minute and then powered it back on?

Also what are the audio output settings? PCM Stereo? Dolby Digital?

[wizzybyplane]

I set the Sound to Auto as recommended. I have disconneted the puck and reconnected. But nothing makes any difference.

[Jones_The_Cat]

Disconnecting isn't the same as re-booting the puck. Have you turned it off at the wall for a minute? Also, dumb question but your TV hasn't muted itself somehow has it? 

Try setting the puck to PCM Stereo. Have you tried a different HDMI cable?

[wizzybyplane]

My TV is fine through its Freeview receiver. I did switch it off then on. It was only after I did that I did a factory reset. My sound is sett to Auto after advice from the Sky help page, it was set to PCM Stereo prior.

[Jones_The_Cat]

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@wizzybyplane wrote:

My TV is fine through its Freeview receiver. I did switch it off then on. It was only after I did that I did a factory reset. My sound is sett to Auto after advice from the Sky help page, it was set to PCM Stereo prior.

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Sounds like you've done all the obvious things. If you've tried a different HDMI cable and it's still not working then I'd be inclined to ring Sky and ask for the puck to be replaced. 

[Hertsskry]

I am now having the same issue after a firmware upgrade. Have you checked if your firmware has been upgraded?

will try a different hdmi cable tomorrow and if that doesn't work will get sky to send me a new one. Less than 1 month old too!

[Chrisee]

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@wizzybyplane wrote:

My TV is fine through its Freeview receiver. I did switch it off then on. It was only after I did that I did a factory reset. My sound is sett to Auto after advice from the Sky help page, it was set to PCM Stereo prior.

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@wizzybyplane on many TVs there are separate audio settings for HDMI inputs from the built-in tuner. When connected to the puck go into the TV settings to see if one of these is wrong in particular check you have not activated ARC or eARC output rather than the TV's speakers.

[Hertsskry]

Thanks but my tv doesn't have such a setting and works fine for other devices such as my Apple TV. Just switched the hdni cable to the one that Apple TV uses and same problem so definitely the puck.

Even tried plugging it into the tv downstairs where that puck works fine but no joy. So a dud puck! 

[Hertsskry]

Ok doing a factory reset sorted the puck. A real glitchy device and software!

[icecreamhead]

Hi, I just wanted to tag onto the thread to say that my puck also often loses all sound when set to "auto". It also seems to only affect some channels. If I set it to any of DD+/DD/PCM/Passthrough then the sound is fine! Very odd!

[n97user]

I'm adding to this conversation in case it helps anyone else, and just in case Sky Tech Team read it.

My puck is connected to an AV Receiver which in turn is connected via ARC to my TV.   For the most part, it works well.

My AV Receiver supports "HDMI Standby Through" which allows my wife to watch TV and listen to TV (she not super tech savvy).

BUT......sometimes we turn the puck and TV on and there is NO sound.  Have fiddled with all Sound setting options on the puck but the issue still rears its head from time to time. 

What I have found out, purely by accident, is when this happens if I turn ON the AV Receiver for a moment and wait for sound to come through the system AND THEN turn the AV Receiver OFF again, the sound comes through the TV as normal.

Other than this, the only other glitch we experience is the puck puttig itself back to 1080p from UHD.  This only happens if the whole system has been off for more than a minute or so.