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Signal desk · Picture and sound

Picture but no sound on a channel

A TOSLINK fiber optic cable with a clear jacket that has a laser being shone onto one end of the cable. The laser is being shone into the left connect
Hustvedt · CC BY-SA 3.0, via Wikimedia Commons

Common causes

  • The channel uses an audio format the device cannot decode
  • Passthrough to a device that is off

Work through these in order

  1. In the player, open the audio track menu and pick another track.
  2. Change audio output to PCM or stereo.
  3. Make sure the TV or soundbar is set to the right input.
  4. Update the player app.

Still not right?

If all channels are silent, restart the device and check the TV’s volume and mute first.

Related fixes

About this fix

Why does this happen?

Usually one of these: the channel uses an audio format the device cannot decode; passthrough to a device that is off.

What if the steps do not help?

If all channels are silent, restart the device and check the TV’s volume and mute first. Then message the desk on WhatsApp or by text; most messages get a reply within 30 minutes during desk hours.

Is the free trial affected?

No. Everything on this page applies to trial logins as well as paid plans.

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