No Sound / Audio with a Digital Box

Version 20

    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

     

     

    On This Page

    Checking whether the TV is on mute

    Checking whether SAP/MTS is enabled

    Turning Off Descriptive Video Service

    Optimal Stereo

    Bypassing your sound system (receiver)

    Resetting the Digital Box

    Related Articles

     

     

     


     

    Checking whether the 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

     

     

    Back to top


     

    Checking whether SAP/MTS is enabled on your TV

     

    Secondary Audio Programming (SAP) is a service carried alongside a Television channel that is used to broadcast:

    • 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 labeled: 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

     

     

    Back to top


     

    Turning 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

     

     

    Back to top


     

    Optimal Stereo

     

    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

     

     

    Back to top


     

    Bypassing your sound system (receiver)

     

    If you are using a sound system (receiver) for the audio:

     

    • 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

     

     

    Back to top


     

    Resetting the Digital Box

     

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

     

     

    Back to top


     

    Related Articles

     

    Resetting Your Digital Box

    No Signal on TV

    One Moment Please Error (Ref Code: s0a00)

     

     


     

    Still Need A Little Help?

    See what other customers are asking, or sign-in to ask

    your own question, in the TV forum.

    tv-forum.png