If your Sky sound keeps dropping out and it’s beginning to ruin your whole experience, you’re not alone. Many people grow knackered when they face this situation and it’s just normal to be frustrated about it.
Today is the day that you won’t forget because, in this tutorial, you’ll learn how to fix this problem.
And we wouldn’t just give you a general type of guide. Instead, we’ll walk you through the steps on how to do it completely and comprehensively.
To fix this problem completely, perform a power cycle or reboot of your Sky box. Then, check if the audio settings are set to normal. After that, disconnect and reconnect the Sky HDMI cable to a different port on the TV and use an optical lead. After that, double-check if the firmware/software of the box is the latest.
If your Sky Q sound keeps dropping out and you’re trying to find the fix for it, don’t fret, because we will be teaching you the steps to fix it.
And in fixing it, though, knowing and understanding the common causes of it is imperative.
There isn’t a single reason as to why the sound of your main Sky or Sky Q box keeps dropping.
However, the reasons that many experts point their fingers to are the following:
- Errors with the Sky box
- Improperly connected HDMI cable
- Software/firmware that’s not up to date
- Speaker system (if connected) problems
These may all sound complex, but we can guarantee you that you wouldn’t find it daunting. In fact, our guide will be so comprehensive that you wouldn’t be required to figure out what the exact cause is.
Our tutorial will demonstrate comprehensive troubleshooting, so read along.
Our drafted guide will be so detailed that you won’t need the help of a professional – you can solve and fix it in your own hands!
First things first, restart/reboot your Sky box. Power cycling gadgets and devices have always been the initial troubleshooting step that’s done.
And quite surprisingly, for some devices, this process was the only step they needed in solving the problem.
So, the very first thing you want to do is to reboot or power cycle your Sky box.
Here’s the process of how you can do this:
- Press and hold [PWR] or [STANDBY] on either the clicker or the box’s front panel.
- When it’s turned off, unplug the box from power for about 30 to 45 seconds.
- Plug it back to power and turn the box back on again.
When you plug it back in and turn it on again, wait for three (3) to five (5) minutes for the unit to reinitialize.
It may sound simple, but the configuration of your Sky box could be where the issue is.
Many of you don’t realize this, but their box’s volume level is relevant, especially If you have your TV setup connected to a subwoofer or a speaker.
To configure this, follow these steps:
- Press [HOME] on your Sky Q clicker.
- Then, select Settings > Setup.
- After that, navigate to Audio Visual, press [SELECT].
- Select Digital Audio Output > HDMI.
- Set it to Normal instead of Dolby Digital.
NOTE: If it’s set to normal or Dolby Digital Plus, try setting it to Dolby Digital.
The next thing you want to do is make sure that all cables and wires are plugged in and connected properly. This would include the HDMI cable, the power cable, and Ethernet cables.
Check if they’re loose or if there are any frayed or damaged cables/wires. Adjust them and make sure that their connection is tight and stable. For the latter, though, there’s no other way around it but to replace it.
Akin to all other parts and components, the ports and jacks of our TVs and sound systems deteriorate, too.
We can’t do anything to prevent this, and the only resolution for it is to use a different port.
Most, if not all television sets have more than one HDMI port. So, utilise another HDMI port.
Don’t think too much about it, you simply have to unplug the HDMI cable to the telly and plug it into a different one.
Another thing you might want to consider is to use an optical lead instead of HDMI.
You don’t need to worry about its compatibility with the Sky Q or Sky Q mini box because it will be supported.
Do take note, though, of your telly’s connectivity. You have to make sure that your telly or your AV equipment (like your speaker) supports it.
When you get yourself an optical lead (optical cable), here’s how you can make use of it:
- Unplug and disconnect the HDMI cable.
- Plug one (1) end of the optical cable into the Sky box.
- Then, plug the other end into your telly or your sound system.
NOTE: Ensure that you plug it in tightly and securely.
HDMI control is the basic feature of devices that assist in identifying the inputs/sources when you switch them. That being said, the Sky box will shift to the right channel when it’s turned on.
There would be times, though, that HDMI control could cause more harm than good.
Here’s how you can disable HDMI control on your Sky box:
- On your Sky box, go to Settings > Setup.
- Then, select Audio Visual > HDMI Control.
- After that, toggle HDMI Control Off.
In line with that, what you want to do next is to turn off or disable the HDMI ARC on your telly.
In case you’re not aware of what it is, ARC, short for Audio Return Channel, is the component that allows sound to travel in both connection directions via HDMI.
Disabling it will lead to the cables going along a single path, allowing the communication of the box and the AV device to be direct.
Here’s how you can disable it on your TV:
- On your telly’s clicker, access [HOME] and go to Settings.
- Then, what you want to do next is access Input Settings.
- Select the audio output of your telly and navigate to ARC mode.
- Turn ARC mode off.
Last, but most definitely not least is to update the firmware or software of your Sky box. Most Sky customers and clients found success after updating the firmware of their Sky box to the latest version.
So, here’s how you can update yours:
- On your Sky box clicker, press [HOME], then go to System Info.
- Then, select Software Version > Setup.
- Click on Software Download.
Wait for the system to verify your firmware version. If it displays a prompt that it’s downloading, it means that your version is outdated. Otherwise, it’ll tell you that you’re on the latest firmware.
After finishing and completing the steps we mentioned above, you can now be carefree that your Sky box wouldn’t run into the same old problem.
Regardless of the telly and the soundbar you’re using, you can have this issue fixed!
Should the sound of your Sky still drop even after performing the troubleshooting steps we mentioned above, then it’s probably time for you to contact Sky’s customer support team.
Let them know of the problem you’re experiencing as well as the troubleshooting steps you’ve already done. They should be able to help you get to the root cause of your dilemma.
If the sound on your Sky Q or Sky Q mini box is constantly dropping, restart it first. Then, check the audio/visual settings of the box and proceed to disconnect and reconnect the cables. Lastly, plug the HDMI cable into a different port in the telly and update the box’s firmware to the latest version.
When you find that your Sky sound keeps dropping out and you can’t find a guide that can help you through it comprehensively, go back to this guide.
We structured this tutorial for everyone, even if you are not technically well versed.
So, keep our guide handy and you’ll never encounter any issue with it again in the future.
Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues.