How to troubleshoot no sound / audio with a Digital Box

Version 23

    Learn how to troubleshoot sound and audio issues with your Digital Box. If you are unable to hear the audio track of the program you are currently watching, it may be due to one of the following reasons:

    • The TV audio is on mute
    • SAP/MTS is enabled on your TV
    • The audio settings on your Digital Box are configured incorrectly
    • Issues with the audio receiver or TV input
       

    This article will provide insight into:

    How to check if your TV is on mute

    How to check if SAP/MTS is enabled

    How to turn off Descriptive Video Service

    How to optimize the stereo output

    How to bypass your sound system (receiver)

    How to reset the Digital Box

    Did You Know?

     

    Quite often the quickest fix can be to power cycle your equipment. This involves turning off your equipment, unplugging the device, waiting 10 seconds, plug the device back in and turn the device back on.

     

    Learn More: Pull the Power to fix Internet, TV or Phone issues   

          
    How to check if your TV is on mute

    To check whether your TV is on mute:

    1. Press the VOLUME UP button to ensure the volume has been turned up
    2. Press the MUTE button on your Shaw Remote or the original remote that came with your Television

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    How to check whether SAP/MTS is enabled

    Secondary Audio Programming (SAP) is a service carried alongside a TV channel that is used to broadcast for language or accessibility such as:

    • An alternative audio track for the program in a different language, or
    • Voiceprint, an audio service of particular interest to vision impaired, learning disabled, mobility-impaired and those in need of enhanced literacy skills learning English as a second language

     
    To disable SAP on your TV:

    1. Locate the original remote that came with your Television (not the Shaw Remote)
    2. Press the MENU button and locate the AUDIO option
    3. Press the SAP, AUDIO or MTS button on your remote
    4. Ensure that you select either MONO or STEREO, instead of SAP or MTS

     
    Please note: the steps above may differ depending on the manufacturer of your TV. Please refer to the documentation provided by the TV manufacturer. If you are unable to change this setting with your remote control or are unable to locate the SAP, AUDIO or MTS button, attempt to use your TV’s on-screen menu to locate the audio settings. Common labels for the TV audio menus are labelled: SAP, AUDIO SELECT, B-AUDIO, MTS, or MENU.
     
    To disable SAP on your Digital Box:

    1. Press the MENU or SETTINGS button twice on your Shaw Remote for a full-screen Menu
    2. Scroll down the Menu until Setup is highlighted and press OK
    3. Select Audio Setup and press OK
    4. Ensure that the Default Audio Track is set to Channel default
    5. Press the Exit button

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    How to turn off Descriptive Video Service

    Descriptive Video Service (DVS) is an aid for persons who are visually impaired. It provides a voice-over description of a program's key visual elements that are inserted during natural pauses in program dialogue. In general, DVS describes actions that are not otherwise reflected in the dialogue, such as the movement of a person in a scene.

     

    To turn off Descriptive Video Service

    1. Press the MENU or SETTINGS button twice on your Shaw Remote for a full-screen Menu
    2. Scroll down the Menu until Setup is highlighted and press OK
    3. Select Audio Setup and press OK
    4. Press the DOWN arrow button once to highlight the box next to Descriptive Video Service
    5. Use the LEFT or RIGHT arrow buttons to change the option to Off
    6. Press the EXIT button to leave the Menu

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    How to optimize your stereo output

    Optimizing the stereo output will often restore the audio if it is not working on all channels.
     

    1. Press the MENU or SETTINGS button twice on your Shaw remote for a full-screen Menu
    2. Scroll down the Menu until Setup is highlighted and press OK
    3. Select Audio Setup and press OK
    4. Scroll down to Select to Optimize and press OK

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    How to bypass your sound system (receiver)

    If you have tried the options above and are still experiencing audio issues with your Digital Box the problem may be with your receiver. If you are using a sound system (receiver) for the audio:

    1. Bypass the sound system by connecting the Digital Box directly to the back of the TV, instead of connecting to the sound system (receiver) and check whether the audio is restored through the TV.

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    How to reset the Digital Box

    You can try to fix audio issues by resetting your Digital Box.  To do this:

     

    1. Unplug the power cable from your Digital Box
    2. Wait 30 seconds
    3. Plug in the power to the Digital Box

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