Probably both. Soothing sounds and gentile voices tend to help keep them calm. They don't really understand what's going on but I think it helps them feel relatively calm and safe.
Mirage came out of brumation on April 26. He was doing great. On May 2 he started acting funny. We just redid his tank, and he keeps going into one of his hides. He just lays there. He shows no intrest in food. HELP!