Sound would randomly turn off in the middle of a program, and this happens on any channel. It may be due to commercial? I do notice that it usually happens just before the program goes to commercial, but I can't say for sure.
Sorry to hear you're having some audio challenge after swapping out your cable box. Just a few questions and hopefully we'll be able to help find a solution.
1) What model of cable box do you have? See Shaw Digital Boxes - Equipment Guide for a visual guide of hardware that we've provided.
2) Does the audio come from your TV? Or do you have a separate stereo system hooked up?
Let us know and we can take a look at a few possible reasons. For assistance in real-time, please reach out to our support teams via Social Media, Online Chat or Phone.
The model is Motorola DCX3200 M-P3, and the audio comes from the TV.
This is one of our HD Guide boxes. There's a few settings I would recommend to check. See HD Guide - Audio Settings for more details.
1) Ensure the Digital Audio Encoding is set to HDMI/Auto.
2) Ensure DVS (Descriptive Video Service) is Off.
Some programs/commercials may not offer a DVS (or alternate language) feed, and may be why it is only dropping during commercials or select shows. Other option is if audio was set to PCM or Dolby, it might try to playback in 5.1 Surround Sound, but TV speakers will only play audio from 2 of those surround sound channels (some programs/commercials may result in faint or no audio).
Hope this helps.
The Digital Audio Encoding is already set to HDMI/Auto, so is the DVS setting to off.
But the sound off problem is still ongoing. Right now we are watching a program that has both English and French and it does it even more often. So could it have to do with language? I'm just guessing. Or is this a hardware issue?
Having DVS on was my first guess. But if it's off, this makes this more puzzling.
On my setup at home, I found that volume was stronger when I had the audio set to PCM (not HDMI/Auto). If you turn yours to PCM, does the audio become more stable?
If not, it might be something physical, perhaps a bent pin inside the HDMI cable. Take the ends of the HDMI cable out of the box and the TV and then reverse the ends. So the end that used to go into the box now goes into the TV, and the end that used to go into the TV now goes into the box?
Any change on PCM? Or if the ends of the HDMI cable are reversed>
If still no, let us know and we'll send you a private message so we can try a reset on the HD box.
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