Cloud Streaming - Audio Troubleshooting

Overview

Audio issues can be caused by several different elements within the playback environment. Use the Issue Scope Check to narrow down the issue.

1. Content File Issues
2. Device Issues
3. Signal Path Issues

For Audio stream specifications, please see Cloud Streaming - Content Specifications

Volume Level

The audio output from the Cloud Streaming portal can be increased or decreased directly on the player itself using the audio slider. 

Audio Track Selection

To change/view available audio tracks: 

• Click the Audio Selection Menu icon

Note: Any audio track versions Swank has available will be included with your order. 

Issue Scope Check

1. Does this affect one title or multiple titles?
   • One title only
     • May indicate a Content Issue.
   • Multiple titles
     • More likely a Device or Signal Path Issue.
2. Does this affect one device or multiple devices?
   • One device only
     • Points to a Device Issue.
   • Multiple devices
     • Suggests a Content or Signal Path Issue.
3.  Does this affect all audio or specific outputs only?
   • All audio missing or degraded
     • Likely a Device Issue.
   • Only specific channels impacted (e.g., Left/Right, Center, Surround, 5.1)
     • Points to Signal Path Issue.

Content File Issues

1. Try to replicate this issue on multiple titles. 
   1. If this issue is specific to one title, there might be an issue with the source file, please contact [e-mail] to have the source file tested at Swank.
   2. If this issue can be reproduced on multiple titles, proceed to Device/Signal Path Issues.

Device Issues

1. Test playback directly through device speakers. - 
   1. If audio issues persist → continue device troubleshooting. 
   2. If audio is clean → skip to Signal Path.
2. Can you still replicate the issue after rebooting the device?
3. Test on a known working device.
4. Check device-level factors
   1. There could be an issue with the audio driver, try updating or reinstalling the driver. 
   2. There could be an issue with the computer's available resources. Try quitting all other applications.

Signal Path Issues

1. Confirm audio is clean at the source device, if yes, the issue exists downstream. 
2. Isolate each component in the signal path: 
   1. Remove intermediaries (switches, receivers, extenders)
   2. Connect directly to output device 
3. Validate physical components: 
   1. Reseat all cables 
   2. Replace with known-good cables 
4. Check external hardware: 
   1. Verify firmware is up to date
   2. Confirm correct input/output configuration on devices