No audio on Netflix or YouTube (video plays, but sound is missing)

Recommended Troubleshooting Steps

1. Check device audio settings

   • Confirm the phone is not muted and volume is turned up.

   • Verify the device is not connected to Bluetooth headphones, speakers, or a car audio system.

   • Toggle silent/vibrate mode off (if applicable).

2. Check in-app audio controls

   • Ensure the streaming app is not muted within the player.

   • Try playing a different video within the same app.

3. Test another application

   • Play audio from a different app (e.g., music or another video service).

   • This helps determine whether the issue is app-specific or system-wide.

4. Restart the device

   • Restarting ensures the audio subsystem and background services are properly reset.

5. Re-test on Wi-Fi

   • Connect to Wi-Fi and test the same streaming service again.

   • If audio works on Wi-Fi but not on mobile data, proceed to escalation.

Why this may occur
In rare cases, audio streams for a specific service may not be correctly classified or handled during traffic optimization. This can result in video playback without accompanying audio. These scenarios are service-specific and configuration-dependent.

When to escalate

• If audio is still missing after completing the steps above, create a help desk ticket with Sky Peak Technologies so the service configuration can be reviewed.

Include the following details in the ticket

• Affected service(s) (e.g., Netflix, YouTube)

• Device model

• OS version

• CORA AI app version

• Whether the issue occurs on mobile data only or also on Wi-Fi