No voices are playing in cloud DVR streams

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@Wesley_wg wrote:

For some reason, whenever I stream a video to my computer that was recorded on our X1 DVR, the voice audio track does not play. I can hear the music and all the other sounds but not the voices. Even stranger is the fact that the commercials play without any sound issues, and this voice playback problem is even happening on shows I had previously streamed without issues. Has anyone else had this happen or know how to fix it?

 

I forgot to mention that On Demand streams sound normal too. It's just the DVR shows.

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press the down button while playing. are any of the 3 symbols on the bottom left side checked? 

When I push the up and down arrows on my keyboard, It only adjusts the volume up and down but it doesn't increase the missing voice track. I don't get any options in the lower left corner.

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@Wesley_wg wrote:

When I push the up and down arrows on my keyboard, It only adjusts the volume up and down but it doesn't increase the missing voice track. I don't get any options in the lower left corner.

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the down button is the arrow pointing down from the OK button on the remote. (there is left/right and up/down)

Ok. I checked those settings on the TV but none of the three options are on. The voices play normal when I'm watching on TV with the X1 box.  The only time the voice track doesn't play is when I'm streaming on my computer.  I get the same results in both Chrome and Microsoft Edge.

I found something interesting in the internet streaming settings that I hadn't tried before. When I move the mouse cursor over the video so the overlay pops up, there is a button on the bottom right side that looks like a chat bubble and is labeled "Language Settings." I clicked on it and realized they are the same three settings on the TV version. Just to test, I clicked to turn on secondary audio (SAP) and all the voices started working. However, the background music and other background sound effects quit playing, so I'm guessing there is still something wrong with the primary audio channel. At least the shows are watchable with SAP turned on for now. Hopefully this will get fixed soon.

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@Wesley_wg wrote:

I found something interesting in the internet streaming settings that I hadn't tried before. When I move the mouse cursor over the video so the overlay pops up, there is a button on the bottom right side that looks like a chat bubble and is labeled "Language Settings." I clicked on it and realized they are the same three settings on the TV version. Just to test, I clicked to turn on secondary audio (SAP) and all the voices started working. However, the background music and other background sound effects quit playing, so I'm guessing there is still something wrong with the primary audio channel. At least the shows are watchable with SAP turned on for now. Hopefully this will get fixed soon.

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turn off middle/last and the normal audio will be on (turning on captions has no effect on audio). if still a problem try a differnet browser/computer,

I appreciate your attempts to help, but nothing I try is working, even on a different computer. I guess I have to contact an Xfinity tech.

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@Wesley_wg wrote:

I appreciate your attempts to help, but nothing I try is working, even on a different computer. I guess I have to contact an Xfinity tech.

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have you tried using a headphone in the stereo output jack on the computer? might have a bad/missing speaker or cord to your speaker amp.

Hi @Wesley_wg, 

Thanks for posting to the Xfinity Forum. Were you able to get this resolved? If not, I can help troubleshoot your audio issues. Please send me a private message with your first and last name. To send a private message click on my name "ComcastChe", then click send a message.