Sound is out of sync with picture

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.

  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 delay Optical or Digital audio output delay HDMI, depending on which cable you're using.
  3. Select a delay time in ms (milliseconds). You may need to try a few options before you find the right one.

If using a soundbar or a home cinema system, try disconnecting your other device and connecting your HDMI cable directly to your Sky Q or Sky Q Mini box instead. If that fixes your issue, there’s likely a problem with the device you disconnected, and you’ll need to contact your manufacturer for more help.

Try connecting another device to your TV, like a DVD player or Chromecast.

If you have sound problems with your other device, then the issue is likely with your TV rather than your Sky box, and you'll need to contact your manufacturer for more help.

  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.

Still no luck? You might need to book an engineer online. Or, if you're in the ROI, you'll need to contact us for more support.