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Monday, July 1st, 2024 12:23 PM

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Sound issues with Apple TV 4K

Looking for help. I am using the xfinity stream app on my Apple TV 4K box and the sound constantly drops off. It's random and becoming more frequent. I've tested a firestick and android box and it's not a problem. However, on the Apple TV 4K box, it's persistant. I have contacted Apple and there is nothing wrong with the hardware and is an app software issue. Can you please help? This is getting quite frustrating.

Question

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Updated 

8 months ago

358

1

0

MikeB39A

Problem Solver

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692 Messages

1 year ago

Check if your issue is resolved after each step.

  1. Unplug both ends of your HDMI cable, then firmly plug them back in.

  2. Try using a different HDMI cable. For HDMI 2.1, use an Ultra High Speed HDMI cable. For HDMI 2.0, use a Premium High Speed HDMI cable.

  3. Turn off your TV and unplug your Apple TV from power. Plug your Apple TV back in to power, then turn on your TV again. If you're using an AV or speaker receiver, unplug them from power then plug them back in.

  4. If you're using an HDMI switch or a receiver, try connecting your Apple TV directly to your TV instead of to your switch or receiver. If the issue is resolved, consult your HDMI switch or receiver manufacturer for help.

  5. Go to Apple TV Settings > Video and Audio > Audio Format, turn on Change Format, and select a different audio format. For example, you can select Stereo instead of Dolby Digital 5.1. Learn more about audio formats supported on Apple TV.

  6. Go to Apple TV Settings > Video and Audio, and set Audio Mode to 16 bit. If you're using TV speakers, a soundbar, or a receiver for audio, set Audio Output to Apple TV.

2

user_be4785

Visitor

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17 Messages

I've tried all of these steps, and I still have audio issues.  Xfinity Stream is the only service that has this problem.  I use other streaming services such as Max, Netflix, Prime Video, Paramount +, Peacock and History Channel without any issues at all.

8 months ago

0

XfinityJosephA

Official Employee

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1.8K Messages

user_be4785 thanks for attempting all the troubleshooting steps provided. We can take a closer look at your service and see if there are any known issues being worked on with the Xfinity Stream app and Apple TV. Just send us a direct message. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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

8 months ago

0

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