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DMB
Visitor
DMB
Posts: 2
Registered: ‎10-30-2012

Sound problems with new Insignia TV

We just purchased a 46 inch LED Insignia NS 46E480A1 tv. We had DirecTV come out to hook up the satelitte. After they left, we discovered that when you turn the t.v. and/or satelitte receiver off, when you turn them back on, there is no sound. Once we run a reset on the satelitte receiver, we have sound and everything works perfectly until we turn it off again. We tried switching out the cable and also tried using all 4 different HCMI slots but it is still the same problem - we have to run the reset each time. DirecTV says it isn't a reciever problem because the sound doesn't travel through the receiver. Any ideas?

DMB
Visitor
DMB
Posts: 2
Registered: ‎10-30-2012

Re: Sound problems with new Insignia TV

I should have said the model is NS 46E480A13A-sorry.

Insignia Product Specialist
Zac-INSG
Posts: 1,684
Registered: ‎03-22-2011

Re: Sound problems with new Insignia TV

Hello DMB,

 

To me this sounds like it is a HDCP (High-bandwidth Digital Content Protection) handshaking issue. HDCP is a standard used over HDMI cables to help prevent piracy by stopping un-authorized copying of protected materials. The handshake that I mentioned is happens when you first turn the devices on. Essentially what happens is each device sends an encryption code that they other deciphers and if the other device does not respond accordingly, then you may not have audio or video.

 

This explains why it works again after resetting the satellite box, the handshake goes through properly and it begins working properly. I am also not sure why you were told that the satellite box doesn't handle audio, because the purpose of the box is to decode the audio and video streams from the signal received from the satellite, then pass it to the TV via cables (in this case HDMI).

 

I would suggest trying to switch inputs on the TV when the issue happens, for example, if you have the satellite box connected to HDMI 1 on the TV, change the TV to HDMI 2, then back to HDMI 1. This may force the handshake to happen again and allow you to get audio.

 

It could also be a sound related issue. This TV only supports digital stereo audio, which is also represented from time to time as "PCM". If the satellite box is outputting 5.1 (surround sound) audio, the TV will be unable to process it and as a result, there will be no sound. So, you may also check the settings on the box and make sure it is set to output stereo audio.

 

If you try the steps I mentioned above and the issue persists, I would suggest contacting our support line so that a service appointment can be scheduled under warranty to determine if there is a hardware related issue with your TV.

Regards,
Zac
Insignia™ Support
Newbie
meg00marie
Posts: 1
Registered: ‎12-10-2012

Re: Sound problems with new Insignia TV

Hi DMB and Zac,

 

I purchased this TV a few months ago and have had the same audio problem. It usually takes about 5-10 minutes of cycling the TV off and on and switching inputs to get the sound back. I switched to a high speed cable thinking that may help, Comcast has come out and verified the box is working properly and all my setting are correct. Do you think the latest firmware update may help with this issue, or am I most likely SOL and need to make a service appointment?

 

Any advice appreciated! Thank you!!

 

Megan

Insignia Product Specialist
Tom-INSG
Posts: 578
Registered: ‎03-22-2011

Re: Sound problems with new Insignia TV

Hello meg00marie,

The available firmware update for this TV does not address this issue and as such would not help. To expand on what Zac had previously stated, you need to verify that the cable box is set to output in 2.1 channel stereo audio (PCM). This is not a standard setting that a cable technician would think to check so unless you specifically asked them to review that they likely overlooked it.

 

If the issue continues after this please contact our support line so that a service appointment can be scheduled to determine if there is a hardware related issue with your TV.


Regards,
Tom
Insignia™ Support