Tutor
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6 Messages
No sound on turning DirecTv Genie on
We have several TVs in our home with Genies. We had 1 TV that we consistently turn on and there is video but no sound. We typically just turn it off and unplug the HDMI and Power Cord, replug and turn back on and it works. We thought it was just a sub-par TV. Now we have a brand new Smart TV that it has started to happen with as well. Sometimes, unplugging doesn't resolve the issue. Is anyone else having these challenges? I saw a lot of similar issues when I goggled it, but I don't see anything that resolves the issue permanently.
DIRECTVhelp
Community Support
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255K Messages
4 years ago
We're here to help, @rapersun.
Is the new TV connected to the same genie you previously had an issue with? Are you using the TV speakers for sound or is it connected to a sound bar? Does this issue happen with a particular channel?
We have some tips on how to troubleshoot sound issues. Try this and let us know if it helps.
Elmi, AT&T Community Specialist.
(edited)
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rapersun
Tutor
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6 Messages
4 years ago
No, new TV has it's own Genie.
We are using the TV speakers, no sound bar.
All channels are affected.
Today, we did some other troubleshooting, changed HDMI cables, brought another Genie in, still no sound. Then we couldn't get picture either.
Finally brought another TV in and it worked fine. So I switched my googling froma Directv issue to a brand new Vizio TV issue. We were able to find a video and a page about how to RESET the Vizio TV using the TV buttons instead of the Remote.
That worked for now, we'll see if it continues. Perhaps I'll try that with the old TV that it happens with as well.
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DIRECTVhelp
Community Support
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255K Messages
4 years ago
@rapersun
We're glad to see that you found a resolution!
Thank you for reaching out to the AT&T Community Forums team!
If any other issues arise, just reach back out so we can assist you.
Aminah, AT&T Community Specialist
(edited)
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rapersun
Tutor
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6 Messages
4 years ago
Unfortunately I wish we had a better solution. This means that every time we turn the TV off, we have to reset the whole system. There must be something wrong???
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DIRECTVhelp
Community Support
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255K Messages
4 years ago
Let's take a look, @rapersun!
Just to clarify, it sounds like you have tried multiple TVs and HDMI cables. It also sounds like you have moved some of your receivers around. Does the issue follow the receiver, stay in one room or does it all change?
If it all changes, do you ever see the issue with more than one TV at a time?
Does the issue only occur on minis (small boxes) or is the server (big box) included?
One thing you can adjust that may be causing the issue is the Dolby setting. Some TVs work better with it on however most work better with it off. You can toggle this by going to Menu > Settings > Audio > Dolby Audio.
Let us know how this goes!
Raychel, AT&T Community Specialist
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rapersun
Tutor
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6 Messages
4 years ago
No not multiple TVs at the same time. I have adjusted the Audio Settings to the recommended settings on a web page for troubleshooting. We'll see if that works sometime this weekend. We have been leaving the TV on 24 hours a day as it is my elderly mother in laws and it causes her so much stress to not be able to watch TV and to trouble shoot every time we turn it on. It's a brand new TV so this is quite ridiculous.
Surround Sound:
Menu → Audio → Surround Sound → Set to Off
Volume Leveling:
Menu → Audio → Volume Leveling → Set to Off
Balance:
Menu → Audio → Balance → Set to equal Left and Right balance
Lip Sync:
Menu → Audio → Lip Sync → Match display image to audio track
Digital Audio Out:
Menu → Audio → Digital Audio Out → Set to PCM
Analog Audio Out:
Menu → Audio → Analog Audio Out → Set to Fixed
Equalizer:
Menu → Audio → Equalizer → Set to Default
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DanFlak
Contributor
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49 Messages
4 years ago
I've had this happen to me too. Sometimes temporarily switching to another channel and back solves the issue.
Of course if you happen to be on pause, you will lose the paused content.
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rapersun
Tutor
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6 Messages
4 years ago
This is so frustrating. We now can't turn this brand new TV off without losing the sound every time we turn it back on. I have adjusted the sound settings as suggested on the Vizio site, it didn't make any difference. Each time we turn the TV back on each day, I need to unplug everything, hold the TV button in for 30 sections, replug everything back in and most of the time it works. Does this sound like a DirectTv issue or a TV issue or just the handshake between them. So frustrating.
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rapersun
Tutor
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6 Messages
4 years ago
Well the saga continues. With the Dynex TV, if we stand in the back of the room and turn the TV and the Direct TV Mini on, it seems to work just fine. We have not had any sound changes since. But with the brand new Vizio TV, the problem continued. Turn the TV off. Any time you turn it back on, there is no sound. So for 2 months we have left it turned on. I have since purchased a 10 pin to component cord. This seems to have resolved the issue for now. Unfortunately the picture is just not the same as with an HDMI cord, but apparently there is an issue with the HDMI communication between the Direct TV mini Genie and the TV?
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