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user_89ae7a
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Sunday, October 1st, 2023 4:31 PM

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sound dropping out

I have been experiencing sound dropping out for a few seconds, only when viewing recorded shows. It occurs on all recordings irrespective of channel or time of day. I have experimented with changing the HDMI cable and also switching it to each of the 3 HDMI ports on the smart TV and there is no difference. I've also verified that sound doesn't drop out watching on-demand shows either. Everything works fine while watching live TV. I've seen a number of similar posts complaining of sound dropping out but haven't seen anything definitive. 

Question

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Updated 

2 years ago

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XfinityEva

Official Employee

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1.6K Messages

2 years ago

@user_89ae7aThank you so much for visiting our Xfinity Community Forums for additional assistance with audio on your recordings. I appreciate the details provided and troubleshooting performed. 

 

Do you have any speakers or third party (e.g. surround sound systems) sound equipment you can disconnect or remove to troubleshoot without these? 

 

 

 

 

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user_89ae7a

Visitor

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3 Messages

I only have the TV's speakers. Since my post I've further experimented by stopping a recording right after a sound dropout, backing it up a minute or so and then replaying. The sound dropout occurs again exactly at the same place. This eliminates any possibility the problem is in the cables. It's clearly either in the recording itself or in the decoding software. I don't know enough about the TV box to judge whether that is in the box or in the transmission. 

2 years ago

0

XfinityEva

Official Employee

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1.6K Messages

2 years ago

@user_89ae7a Thanks for the update! Can you please send us a direct message with your full name and service address? We would like to investigate this further. 

 

To send us a direct message: 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

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user_89ae7a

Visitor

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3 Messages

My issue hasn't been resolved as yet. I did send my name and address, etc., as requested. 

2 years ago

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XfinityDena

Official Employee

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3.2K Messages

I am not showing the message to us. Can you try again @user_89ae7a?

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

2 years ago

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