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xteaguy
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The 5th element!
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New Member

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12 Messages

Sat, Dec 11, 2021 7:59 PM

Broken sound stream on Directv Stream app

I get a broken sound stream, it sounds like just static, when I start my DirecTV stream app. It continues intermittently during broadcasts. It usually last may 15-30 seconds, but sometimes goes on for 1/2 an hour. It happens on both my TVs. I keep the TVs updated, actually have them setup to automatically update. I have tried deleting the App and reinstalling it.  I have spent hours chatting with Directv customer service. I have unplugged everything. Reset the TVs etc. Nothing works. I have Cox Gigablast wifi with Neatgear Orbi routers. I keep all of them updated. My download speed is 921.0Mbps, upload is 914.0 and Ping is 0.0. The problem only happens on the Directv app. Discovery +, Hulu, Amazon, Britbox etc work fine. It happens whether I use the DirecTV Stream box or use Apple TV. I am at a loss. Does anyone have any ideas? It started doing this late summer, around July I think. My main TV is a Sony Bravia.

Accepted Solution

Official Solution

bcbsncjlj

ACE - Expert

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2.5K Messages

6 m مضت

Is audio set at Dolby or stereo? Try changing audio settings to stereo. Is resolution set at 4K or 1080p?

(edited)

xteaguy

New Member

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12 Messages

6 m مضت

I will try changing to Stereo if possible. TV is almost 8 years old. Before 4K but is set to 1080

DIRECTVhelp

Community Support

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15.3K Messages

6 m مضت

Hi @xteaguy, thanks for bringing this to our attention.

 

Let us know if the advice shared above works for you, we're here to help! @bcbsncjlj, thank you for your quick and useful reply.

 

Dani, DIRECTV Community Specialist

xteaguy

New Member

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12 Messages

6 m مضت

Unfortunately, it did not help

bcbsncjlj

ACE - Expert

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2.5K Messages

6 m مضت

Did you change on the TV or your streaming devices? You need to change the streaming devices.

xteaguy

New Member

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12 Messages

6 m مضت

I changed on the TV

xteaguy

New Member

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12 Messages

6 m مضت

It happens on both TVs in my house. I am kind of at a loss. I don't remember exactly when it started, but it seemed to be a a little before it went from ATT to Directv Stream.  I don't want to have to go back to Cox TV, but that is the only other option to get our local Bally Sports Arizona. This situation is driving my wife crazy. She has to tune into programs early so the sound has time to clear up. Another thing, while watching like a basketball game the sound will be ok then when it goes to a commercial the sound breaks up again.

DIRECTVhelp

Community Support

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15.3K Messages

6 m مضت

Thanks for the update, @xteaguy.

 

Does your audio work fine on the mobile app used on your phone? We want to narrow down what could be causing this.

 

Dani, DIRECTV Community Specialist

bcbsncjlj

ACE - Expert

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2.5K Messages

6 m مضت

Is it happening on all channels or just a few?

xteaguy

New Member

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12 Messages

6 m مضت

I went to the App settings and changed from surround sound to Dolby5.1 and that solved the problem. The TV is about 8 years old. Could that be a problem? I hate to not be able to run the surround sound through our Sonos system.

xteaguy

New Member

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12 Messages

6 m مضت

I changed from surround sound to Dolby and that solved the problem. 

bcbsncjlj

ACE - Expert

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2.5K Messages

6 m مضت

You did not mentioned having a sound system to begin with. No idea about the Sonos sound system. you may just have to play with the settings to find a good match. At least we have a solution.

DIRECTVhelp

Community Support

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15.3K Messages

6 m مضت

That's perfect, @xteaguy.

 

Thank you so much for sharing this information with us, we're glad it is now working and you can enjoy your service to the fullest from now on.

 

Don't hesitate to reach out back if you need anything else.

 

Dani, DIRECTV Community Specialist

Ludwick577

New Member

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1.7K Messages

6 m مضت

Is this the Samsung tv app or external device?

xteaguy

New Member

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12 Messages

6 m مضت

Sony Bravia TV with Apple 4K TV


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