Stream Box Audio dropouts

[cdowkes]

I have recently purchased the stream box to replace my Sky Q and on the whole, I'm happy with it but there is an audio issue that is becoming quite annoying. On some channels, the audio will cut out for a second or two before coming back. It seems to do it on both live channels and catch up although I haven't noticed it doing it when watching sports channels. It gets very frustrating when trying to watch something for the audio to keep going. 

I have the stream box connected via ethernet and then HDMI to my Samsung TV. The audio is then coming through a Samsung soundbar all connected via the Samsung HDMI connector box that come with the TV and the soundbar is connected via HDMI Arc. I have never had this problem before so it tells me there is something either wrong with the stream box or the set-up. 

Any help would be much appreciated. 

[Akua_A]

Hi @cdowkes 

Welcome to our community forums and sorry to hear you are having issues with audio on your stream box. We can understand the frustration caused and we want to best help. Just to confirm, do you get this issue when the sound output is from the TV alone? Can you also let us know how long the issue has been ongoing? Do you also get any other sound-related issues? We want to do our best to help from here.

Thanks,

[newapollo]

Hi @cdowkes 

Do you have the Stream box sound set to Follow Content? This setting generally prevents sounds dropping out.

For Sound issues go to Settings > Audio & Video > Audio Output > there are options > Follow Content, PCM 5.1 (HDMI only), and PCM 2.0

Netflix will always use Follow Content. Use 'Follow Content' for any bitstream audio like Atmos where it's available on content.

Also, loss of picture and/or sound can happen on live TV, but it's usually experienced on apps such as Netflix, Prime and Disney + and is generally due to a difference in frame rates.

Go to Settings >Audio & Video > Match frame rate

If it's set to ON then people do see a blackout/or hear a sound drop when the 360 or HDMI reconfigures for the difference in frame rate.(This is noticable on live TV when switching from adverts back to a program, or changing channels)

If it's set to the default (Off) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen out.  (Either way try toggling this setting to see if it improves your issues)