Sound cutting out - TV Unwatchable

[Anonymous User]

Sound keeps cutting out on many shows I try to watch - it’s so often they are unwatchable.

I’ll stop my subscription if you can’t give me a fix.

And no, it’s not just one show it’s them all, inc Avenue 5 and Westworld

David 

[ukbobboy]

@Anonymous User 

Hey David

Not a mind reader nor do I have anything to do with Now TV, except being a customer.

Since you've said very little, next to nothing, have you tried to do a factory reset of your device? 

[Anonymous User]

Yes, I’ve factory reset, read all the forums, switched the cables and turned it off and turned it on again all to no avail.

[ukbobboy]

@Anonymous User 

How old is your device?

[Anonymous User]

Good question ... it’s a box rather than a stick, it’s set at 720 px, even tho my tele is 1280. When  I try to set it to 1080 the screen flickers like mad.

I have wondered if this is related 

However I have previously watched lots of stuff on Now quite successfully, this having started around 3 or 4 months ago.

to be clear on symptoms, audio drops out always for the same length of time - 1/2 seconds, maybe every 3,4 or 5 minutes. The time between drop outs varies

D

[ukbobboy]

@schnapps @Anonymous User 

Hey Schnapps

Sounds like David's got an old white box.

UK Bob

[Anonymous User]

Hi

It’s a black coloured one actually, 3 inches squarish

D

[schnapps]

Hi @Anonymous User 

Watch something on NowTV with your NowTV TV pass and whilst the programme or movie is playing press the star button on your remote controller.

Then a pop up screen will appear on your television screen and toggle between the different options until it shows volume mode set to off.

I am also guessing you have tried a different HDMI cable and port on your television ?

Also go into your television menu settings and play around with the sound settings and HDMI CEC settings to see if it improves things.

Would you have another television to test your box on to see if the same volume cut out symptoms persists ?

Other than that i am out of ideas.

[ukbobboy]

@schnapps  @Anonymous User 

If David's box is under 12 months old he can change it under it's current guarantee.

[Anonymous User]

Hi

Got it! 

Because my tv has only two hdmis input and I have Virgin, Now, Amazon and a Google dongle, I use a switcher cable where I can switch between Now, Amazon and Google

When I take this out of circuit and go direct from Now into a hdmi port, it works! And also when I use a different switcher.

This other (not faulty) switcher also allows me to play at 1080 without flicker

I note I’ve not had this problem with Amazon and Google, so it’s pretty weird.

Anyhow, upshot, it’s working, I’m very pleased, and I appreciate both of your help to think this through and fix it

Thanks again

David

[schnapps]

Hi @Anonymous User 

If you are using a NowTV Box or NowTV Stick have you tried going into the settings menu of the NowTV device and play around with the Audio options (start with stereo).

Also double check when playing something on NowTV by pressing the star * button on the remote that volume mode is set to off.

If you are not using a NowTV branded device, perhaps post back your playback device which is causing the sound break up problems where somebody on the forum may know how to fix it. 

[Anonymous User]

Hi

i have tried playing with the audio, but it hasn’t made any difference 

it’s a nowtv box

im not sure what you mean about the volume mode - where is the setting for that?

D

[C3RBERUS]

Hi i had the same issue on my now tv stick. I looked all over the net to find a fix, when i couldnt find one i started to rule out what could be the cause of it. My stick is plugged into hdmi switch (2 port) alongside a amazon fire tv stick then a hdmi cable to the tv. I disconnected the stick and took it upstairs to my other tv and watched a whole film with no audio disruptions it was plugged directly into the hdmi port on the tv. I took it down stairs and plugged it back in and audio kept cutting out again? So i tried plugging the hdmi switch into another hdmi cable and problem went away. Realised i was using a hdmi cable i bought in 2007 for my ps3 (this was a cheap £5 that had version 1.4 written on it) this hdmi cable im assuming isnt compatible with the hdmi switch im using so went on amazon and bought a new hdmi cable that supports 4k transfer rate. Its been a week so far so good and no audio drop outs. This fixed it for me but i cant guarantee itll fix the issue for you or anyone else i also set the audio to stereo on settings rather than automatic unless you use surround sound etc. 

[Anonymous User]

Thank you for your reply!  Similar fix - for me it was the 3 way switch that I was using that was the problem. I changed it for another and now all is well. It seems the Now box doesn’t like old cables and switches!

Thanks !

[Anonymous User]

I am using a youview box and having issues when watching live sport,   the video plays perfectly but we have periods where the sound just cuts out.   Wondered if anyone else has had this issue or could suggest a resolve.  

Considering cancelling my account as it spoils what is usually a good service.   

[Anonymous User]

I’m having the same issue!

[apocalypse]

Me too, also using a Youview box, cabled to an ethernet switch.  However, having read the above, I've plugged into a free socket on the ethernet switch - and after a short try-out, no audio dropouts yet.  No idea why that should work though;  if it recurs, maybe I'll change the cable.

[apocalypse]

Nope, it's still doing it.  Really annoying.

[davem152]

i have the smart stick, & also suffer from the sound dropping out, this has been happening for months now, but nobody is ever available to sort it out, extremely poor from now tv. i must say though, they are brilliant at charging money