No sound on my recordings

It sounds obvious, but the first thing to do is try turning the volume up and down using your Sky Q remote.

Still nothing? Press the volume buttons on your TV remote instead. If this works, there might be a problem with your Sky remote.

If your volume is working, check another recording. If your sound problem is only happening on one recording, just delete the recording and find another showing.

If you've got no sound on more than one recording, continue to the next step.

  1. Press Home on your Sky Q remote, then select Settings followed by System info.
  2. Take note of the Hardware Version and Software Version.
  3. Go to How to check which Sky box you have to make sure the Software Version listed in the table matches the version on your Sky Q box.

If they match, your box is already on the correct software and doesn't need updating. If they don't match, you'll need to complete a software download.

  1. Press Home on your Sky Q remote, select Settings, and then Setup.
  2. Choose Audio Visual, then Digital audio output HDMI and make sure it's set to Normal or try Dolby Digital first if Dolby Digital Plus is already selected.

Individual recordings that can't be played back successfully should be deleted and then permanently deleted from your hard disk drive.

  1. Press Home on your Sky Q remote, then choose Recordings.
  2. Choose either Most recent, A-Z (within Sort by) or Disk space (within Manage). Scroll down and choose the recording you want to delete, then choose Delete and swipe left to go back to Recordings.
  3. Scroll down to Manage, then select Deleted.
  4. Highlight the recording you want to permanently delete.
  5. Move right and select Delete forever.

If after re-downloading or re-recording, there is still no sound, go to next steps.

  1. Press Standby on your Sky Q remote, then switch off or unplug the box at the mains.
  2. Check there are no lights on the front panel of your Sky Q box.
  3. Plug back in and switch on your Sky Q box.
  4. Wait for the on-screen instructions to disappear, then press Home on your Sky Q remote.

It can take up to five minutes for some features to return.

Before you start, resetting your hard drive will permanently delete all recordings, downloads, purchases, reminders and series links. You can restore Buy & Keep purchases from the Sky Store Website.

To reset the hard drive:

  1. Press the Home button on your Sky Q remote and scroll down the menu list to find Settings. You only need to highlight the word.
  2. Press 0, 0, 1, on your Sky Q remote and then Select. This will open up the engineer settings page.
  3. Select Reset from the first menu list, and then Reset hard drive. A warning message will advise all existing and planned recordings will be deleted. Press Select to continue. The Sky Q box will then reset.
  4. Wait for the on-screen instructions to disappear and then press the standby button on the front panel of the box, instead of Home on your Sky Q remote, because resetting the hard drive will also clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our help guide.

Resetting the hard drive will also reset:
- Audio visual settings, such as picture resolution and HDMI control.
- Preferences, such as auto-play and standby mode.
- Settings changed within the hidden engineer menu, including LNB type and wireless connectivity.
- Accessibility settings, such as contrast and audio description or subtitle settings Account info for Sky Q TV apps, such as Netflix.

Once the box has restarted, check you can set and play back recordings. It may take up to five minutes for all features to work.

If after this you're still experiencing issues, you may have to book an engineer visit online.