NBC AGT & The Voice Sound randomly disappears in recordings.

Recordings on NBC every week of The Voice & AGT the sound disappears for seconds every few minutes. No other NBC programs or any other programs on any other channel do this.

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XfinityCliff

Official Employee

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875 Messages

3 days ago

Hello @westsideschl1, and thank you for reaching out here on our Xfinity Community forums.

I can understand how having the sound repeatedly cut out during recordings of The Voice and America’s Got Talent would interfere with watching those programs, especially since you’re only noticing it with these specific recordings. My family and I love that show and audio drop-outs would definitely make it less enjoyable! 😀

As a first step, please restart your Xfinity TV Box and allow it to fully come back online before trying one of the affected recordings again.

It would also be helpful to check the same recording through the Xfinity Stream app on another device. If the sound drops out at the same points there, that can help us determine whether the issue is part of the recording rather than something happening with the TV Box or its audio connection.

You can also check whether SAP or Secondary Audio Programming is enabled and turn it off if so. If you happen to catch either program live, let us know if the same audio issue occurs there as well. Those details will help us narrow down what’s happening and determine the next steps.

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westsideschl1

New Poster

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16 Messages

To repeat: NBC's AGT saved programs recorded by Xfinity location to the cloud servers (not on myXi6-A; HDMI connected to TV) every few minutes sound cleanly disappears for 10+ sec; NBC's The Voice disappears about every minute for about 2 seconds. No other NBC & other channels (e.g. Science; NatGeoWild; Animal; TLC; ESPN; NBA; ABC; CBS) recorded programs have this problem. Yes, cable box system refresh daily; also unplugged; Xfinity help restarts all don't work. One interesting possibility is that I don't start to watch either since they are a series until after about 6 weeks so could the cloud be affecting over that length the quality of recording. I only use total about 30% of recording space.

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4 hours ago

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XfinityCliff

Official Employee

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875 Messages

Thanks for that additional information @westsideschl1!

The length of time a recording waits to be viewed shouldn't affect the fidelity of the recording. (i.e. if you record something today and don't view it for several weeks, the sound shouldn't be affected.)

Can you tell me if you've tried watching any of the same recordings via the Xfinity Stream app to see if the sound drops out on there as well?

You can view through the app on a cell phone, a tablet, or a computer in the household to check this.

Knowing if it does or not will give us a better idea if the actual recordings are being affected with a sound issue, or if perhaps there could be something going on with the hardware involved in your normal viewing set up that could be causing difficulties.

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4 hours ago

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westsideschl1

New Poster

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16 Messages

2 hours ago

I don't stream don't have that need. But, I, as a test, watched the last (most recent) episodes of The Voice both live & my recordings and both worked fine. So, going back to my thought it has something to do w/a recording being held before being watched for ballpark 2 months. The sound loss is very consistent for both programs as to frequency & duration.

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NBC AGT & The Voice Sound randomly disappears in recordings.

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