TV & Home Theater

[RonLaugen]

We started losing sound to Netflix or Amazon movies whenever we go from a live cable channel to the streaming.Also happens if we hit Pause.

Toggling back and forth eventually between cable and either of them, as many as 4-5 times usually works.

This is a new peroblem.

HELP!!

[bobberuchi]

do you have the TV hooked into a receiver or are you useing a sound bar

[Elle-BBY Social Media Specialist]

Hello, RonLaugen,

Welcome to our Best Buy forum community! Although I do wish you were reaching out to us under happier circumstances. I know that I like to relax by putting on a good show, so I can imagine how annoying it would be to keep having the audio cut out when you switch between cable and streaming services. I know I'd want to for a solution for that too!

If you haven't already, I recommend checking out our Home Theater Troubleshooting Guide. It is full of tips that can help with a variety of concerns, so it's a good idea to give them all a try and see if that does the trick.

If you're still running into audio cutting out after trying those troubleshooting steps, I can better assist if you could provide me with more details on the situation. You mentioned this is a new problem. Has your TV had any firmware updates lately? Is this happening every time you pause or switch between cable and steaming, or is it happening sporadically? Are you using the audio that came with the TV or is it set up with an audio system? If it is, can you elaborate on what it's set up to?

Cheers,

[RonLaugen · Accepted solution]

I got my answer by checking in at the store with one of the Magnolia TV sales people who went to the Sony manual online.....it has to do selecting Dolby Digital and not Dolby Digital Plus!

Problem solved.

Ron

[Elle-BBY Social Media Specialist]

Thanks for following up, Ron!

While I wish I could have helped out better with your question here, I'm glad you were able to get this sorted out by talking with people in the Magnolia department of your local store. If you need help with anything else, please let us know!

Cheers,