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user_01694b
1st Topic

Visitor

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2 Messages

Thursday, May 27th, 2021 11:08 PM

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No sound when using streaming apps (Netflix, disney +, etc)

Last week out of the blue I lost sound out of my X1 box. I went into audio setting and changed it from Auto Detect to Expert and sound came back. Weird but ok. Then I went into Netflix there was no sound again. Went back into audio settings and tried auto again (nope) and finally stereo and that works but I lose my 5.1 in that mode. Does anyone know why this has happened? What changed? Was there a firmware update or something? I also tried resetting SAP and that has not helped. Anyone else experience this? Any ideas? Thanks 

Question

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Updated 

4 years ago

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user_Kaitlan

Contributor

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317 Messages

4 years ago

Hello, @user_01694b! That is an odd audio issue to have and how it's affecting different aspects of your programs. Have you tried resetting the Cable Box or have you taken any troubleshooting steps on your own aside from changing the audio settings?

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user_01694b

Visitor

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2 Messages

Yes I did a power cycle on the X1 box and TV and changed out hdmi cables. 

4 years ago

0

CCBiancaB

Problem Solver

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574 Messages

Thanks for letting us know! I'd like to look into the audio issue further. We may need to reprovision the cable box on our end, but either way, we will get this resolved. :) Can you please click the Peer to Peer chat icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you.

I no longer work for Comcast.

4 years ago

0

user_732d1a

Visitor

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1 Message

If a resolution was found could you share?  I installed a new TV last night (TCL 55R646) and I have the same issue.  Channels play sound but apps do not.

4 years ago

0

CCJodie

Problem Solver

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1.3K Messages

@user_732d1a Hi there! If the audio isn't working with the Stream app with your new tv, please reach out. We can look more into that for you.

Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address.

I no longer work for Comcast.

4 years ago

0

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