U

Visitor

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2 Messages

Thu, May 27, 2021 11:08 PM

Closed

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 

Official Employee

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317 Messages

6 m 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?

Visitor

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2 Messages

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

Official Employee

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211 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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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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.

Official Employee

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423 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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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