Audio problems when watching download of new shazam

[cuke]

@caesarome thanks and my apologies as I thought I'd posted it in the right place. At least I'm not alone..

[PaulB1969]

Had the same issue , sky Glass , thought it was my Sonos Bar so unplugged all that , same issue , in the end as others finished watching it in HD , don't have any issue with HDR / Dolby Atmos etc from Disney or Netflix so it's definately something in the way Sky have it encoded

[Sally_Sparrow]

Another reason to not subscribe to Sky Cinema... 

[Daniel-F]

Hi all,

Thanks for raising this on our forums.

I've reached out to support teams to see what's happening with this and will update once I have more information.

Thanks,

[Daniel-F]

Hi all,

An update is back for this.

Issue appears to now be resolved.

Specifically for Sky Q customers, if you can delete the file from your recordings and then delete it from your deleted section as well and retry downloading this should resolve the issue.

If issues persist after deleting fully from both the recorded and deleted sections do come back and let us know.

Thanks,

[andy1209]

I'm on sky glass and the UHD only option works fine. it's onlu UHD HDR that has the problem. 

[McPaddyK]

Removing the UHD HDR version from the Sky Q platform isn't really what I consider "resolved".

[63johnw]

Thanks for the update @Daniel-F  but the HDR version is no longer available on Q ? Will it be coming back soon ? 

[Daniel-F · Accepted solution]

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@63johnw wrote:

Thanks for the update @Daniel-F  but the HDR version is no longer available on Q ? Will it be coming back soon ? 

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Thanks for reflagging this to me @63johnw 

I've re-raised this back on to relevant teams to see what's happening and I'll update once I know more.

[McPaddyK]

Thanks @Daniel-F .

The UHD HDR version is now available again on Sky Q and after a quick check this is now playing audio correctly for me beyond the 43mins.

Will watch the full movie this evening and repost but looking good.

Many thanks.

[McPaddyK]

Watched the rest of the UHD HDR movie on Sky Q this evening and had no issues.

Thanks.