Unable to Turn off Voice Guidance

[JollyHiggler]

Build: QS034.023.01P

Strange issue over the last 48 hours.

Voice Guidance has suddenly become active - reading out headings when scrolling through home screen, suddenly calling out random bits of text from broadcasts (eg sponsor name on golf leaderboard!), reading aloud subtitles etc.

All the while, every option under Settings/ Accessibility remains switched to "off".

So far I've tried the long, power-off reboot, then switching all the accessibility "on" and then "off" again, then combining the two measures. All to no avail. The last thing I can think of is a full factory reset, but would prefer to avoid having to set everything up again if possible.

Has anybody else experienced / resolved similar? Could it be a glitch with this particular firmware release?

[lettice]

Not seen any reports of this, since the latest firmware, thatyou mention has been pushed out to Sky Stream and Sky Glass customers.

There are only, as you have mentioned just the two options to turn off, Voice guidance and Audio description.

Suggest trying the following.

Put your puck into standby, leave in standby for a good ten minutes (no need to switch off or remove the power to the puck).

Use the power switch on the remote, let it settle for a few minutes on the home menu.

Go to settings, toggle on and off both the Voice guidance and Audio description settings.

Then, still within in settings

Go to Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

The restart, seems do a better job of saving the settings options, rather than a quick power reboot.

If on trying, it does not resolve, it may be worth escalating to the Sky Community messaging team on here to take you through some other options. But please, try the above, in that order first..

[JollyHiggler · Accepted solution]

Thanks.

I followed the above steps, but to no avail.

As a last resort I attached the puck to an alternative TV, and was unable to recreate the issue.

It turned out that a member of the household had inadvertently activated "Audio Subtitles" in the Accessibility settings of the main TV (2024 Samsung), and it was this that was cherry picking bits of text from the HDMI Sky Stream (Subtitles, Headings, Captions etc). Quite impressive really - and far beyond what I would have assumed the capabilities of that service to be!

Normal function resumed. Worth now considering TVs as potential culprits in future such episodes.

[lettice]

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@JollyHiggler wrote:

Thanks.

I followed the above steps, but to no avail.

As a last resort I attached the puck to an alternative TV, and was unable to recreate the issue.

It turned out that a member of the household had inadvertently activated "Audio Subtitles" in the Accessibility settings of the main TV (2024 Samsung), and it was this that was cherry picking bits of text from the HDMI Sky Stream (Subtitles, Headings, Captions etc). Quite impressive really - and far beyond what I would have assumed the capabilities of that service to be!

Normal function resumed. Worth now considering TVs as potential culprits in future such episodes.

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That's good to hear.

Glad it's now fixed.