topic Re: Audio Description problem - All4 app & KE-65XH9005 in Android TV

Audio Description problem - All4 app & KE-65XH9005

analogueheart — Thu, 06 Jan 2022 10:09:01 GMT

Hi all,

I'm experiencing a strange and quite specific issue with audio description, which appears to have happened since the recent software update. I've read through the forum and found quite a few issues/solutions for similar problems but so far, no luck...

Basically, I can't switch off AD on any catch-up programmes using the All4 app (launched from Sony Select) - I have tried the accessibility settings in the system menu (AD is in normal/off mode) and just about every other thing I can find in the audio menus. There's no way of disabling in the All4 app (only subtitles on/off).

The Youview Catch Up app allows me to turn AD off/on via the Audio button on my remote - but this only works for live broadcasts. Other catchup apps such as BBC iPlayer and ITV Hub all work fine, as there are AD on/off functions in each app (something which All 4 doesn't have).

A couple of other odd things... if I run the All4 app from a PS4, then there are no issues. I also have a slightly older Bravia (KD-49XF7596) in another room which doesn't do this. This all seems to point to the latest software update for KE-65XH9005, specifically the All4 app.

I know it's a long shot - but has anyone else experienced similar issues with All4 and the latest update for Sony Android or is there anything else that I might try that I've overlooked?

Cheers!

Mike

Re: Audio Description problem - All4 app & KE-65XH9005

karltheway — Sat, 08 Jan 2022 17:02:40 GMT

Same problem only on channel 4 catch up since the you view update. Any solutions?

Re: Audio Description problem - All4 app & KE-65XH9005

CinnamonJalapeno — Sun, 09 Jan 2022 09:01:07 GMT

Yes, it's the same on my XR55A80J. Audio description is turned on in the All4 app alone with no apparent way of turning it off.

Re: Audio Description problem - All4 app & KE-65XH9005

Anonymous — Thu, 13 Jan 2022 16:58:06 GMT

Hey,

You might want to check and switch off some of the ''Accessibility'' features of the TV: https://bit.ly/3K7yJqE & https://bit.ly/3rfqPmt.

Hope it helps.

Re: Audio Description problem - All4 app & KE-65XH9005

CinnamonJalapeno — Thu, 13 Jan 2022 18:38:42 GMT

I have checked, and all of the accessibility features are turned off. The audio descriptions occur only in the All4 app - not on live TV, and not on any other app. It seems to be something to do with the app itself, but there are no accessibility settings within the app.

Re: Audio Description problem - All4 app & KE-65XH9005

karltheway — Tue, 18 Jan 2022 15:03:14 GMT

Any joy with this yet?

Re: Audio Description problem - All4 app & KE-65XH9005

Piscie — Tue, 18 Jan 2022 17:36:38 GMT

Hey @CinnamonJalapeno,

I'd recommend clearing the cache & data for Sony Select itself (Go to Settings - Apps - See All Apps - Sony Select - Storage - Clear Cache & Data & Uninstall Updates). Hope it helps!

Re: Audio Description problem - All4 app & KE-65XH9005

CinnamonJalapeno — Tue, 18 Jan 2022 19:07:42 GMT

Is the All4 app part of Sony Select?

Re: Audio Description problem - All4 app & KE-65XH9005

Eskimosony — Tue, 18 Jan 2022 22:31:04 GMT

Clean the Cache and Data of All4 and re-sign into Channel Four App. That's should work. Settings/Apps/All4....it might be in System Apps as you have to get to it through YouView if I remember correctly so click on System Apps and scroll down to All4

Re: Audio Description problem - All4 app & KE-65XH9005

karltheway — Wed, 19 Jan 2022 16:38:31 GMT

Thanks but still the same

Re: Audio Description problem - All4 app & KE-65XH9005

CinnamonJalapeno — Wed, 19 Jan 2022 17:57:36 GMT

Just thought it's worth checking - is there anyone reading this who got the All4 app in the late December update from Sony, but has not had the audio description problem with it? If not, it points to a problem with the app that would probably need an update rather than anything that we as customers can change.

Re: Audio Description problem - All4 app & KE-65XH9005

analogueheart — Wed, 19 Jan 2022 19:36:36 GMT

HI everyone,

Thanks for your help with this - I'm glad it wasn't just me! I've tried everything suggested here to no avail. I think CinnamonJalapeno's suggestion is a very good one. Is there anyone using All4 app since the December update who doesn't have Audio Description permanently switched on?
It definitely seems like the update or app are the issue (or possibly a combination of both) and that we'll need to wait for a fix.

Re: Audio Description problem - All4 app & KE-65XH9005

Anonymous — Thu, 20 Jan 2022 12:40:11 GMT

Hi Analogueheart,

Can you reach ITV support to confirm this, also could you write down the version of this app?

Re: Audio Description problem - All4 app & KE-65XH9005

Moanygit — Tue, 01 Feb 2022 21:20:15 GMT

I have this issue to, either audio description or subtitles (depending on what's available) seem to be stuck on.

Didn't have all4 on this TV before late December update. So unsure if it's related.

Re: Audio Description problem - All4 app & KE-65XH9005

Piscie — Wed, 02 Feb 2022 13:02:08 GMT

Hey @Moanygit, this seems to be an issue related to All4 only. Have you tried reaching out to YouView support to double check the app settings?

Re: Audio Description problem - All4 app & KE-65XH9005

Renegadesi — Fri, 04 Feb 2022 21:28:27 GMT

Yep, same has happened to us on our Sony 75” 2020 TV… all 4 has audio description turned on by default and no way to turn it off. This is using youview which is the only way we can get all 4 as it’s not available separately from the Google store. Doesn’t happen with any other players - from bbc to itv, channel 5 (all also youview) to Netflix, prime etc …

Re: Audio Description problem - All4 app & KE-65XH9005

Renegadesi — Fri, 04 Feb 2022 21:29:26 GMT

Tried this. Doesn’t work for us

Re: Audio Description problem - All4 app & KE-65XH9005

Renegadesi — Fri, 04 Feb 2022 21:30:14 GMT

Tried this - didn’t work for us

Re: Audio Description problem - All4 app & KE-65XH9005

Moanygit — Fri, 04 Feb 2022 21:35:02 GMT

I contacted All4 support, got this reply.

"We are sorry to read that you are experiencing issues with All4 on your Sony TV. We can advise that our technical team are aware of an issue affecting this device and they are working to resolve this as quickly as possible. Please keep an eye out for any updates to the All4 app on your TV.

We appreciate your patience during this and apologise for any inconvenience caused."