03-23-2019 11:45 PM
Sadly it appears that NO ONE is handling this issue. I used to think that perhaps Amazon would be involved if it required pushing a firmware update, but considering that this problem happens even on ANTENNA tv, which CAN be pausaed,,,, it's not a FIRE problem......... however since the TV was custom manufactured FOR Amazon BY Bestbuy & Toshiba............ it appars that this will remain a 3 way finger pointing quagmire for a long time. NOT good product support from any of the 3 players involved in this product so far! Still LOVE the tv!! The way that it integrates Amazon Fire content, subscribed PRIME channels such as HBO etc. AND antenna inpout AND app channels from providers such as Philo (and I'm assuming HuLu, Sling etc do too) into ONE onscreen guide....... it's a GREAT product design. But PLEASE, FIX IT!
03-25-2019 05:23 PM
EdDarrah - I'm pretty sure I've seen all of your posts on this subject. I want to thank you for sticking with this. My problems are EXACTLY the same as yours - most definitely related to the use of an optical cable - but the problem is not the cable.
I'm posting here with hope that someone will eventually share a solution. For the record my tv is an Insignia Model NS-50DF710NA19. Current Fire OS is 126.96.36.199 (NS6258/1606) as of 3/25
03-27-2019 10:25 PM
I agree it's definitely NOT the optical cable. I had around 4 spare cables laying around and tried them all, no change. There have been so many reports of this I'm surpirsed that a firmware update has not been released yet to fix this. Also, I was on the main Best Buy site just a few minutes ago reading the reviews of this TV and there are only a few references of this problem there however on other problems and issues that people reported, TOSHIBA CUSTOMER CARE was replyilng adn NOT Best Buy reps as on here. So I'm wondering if anyone from Toshiba monitors this forum or if Best Buy forwards concernes voiced here to Toshiba. I'm tempted to call them. My only beef is having to go through all the beginning steps of amateur trouble shooting via phone with these reps i.e. unplug, restart, yeah done all that and did my own troubleshooting so I'd like to get right to the point with them. I DO have one other thing I have NOT tried.........I'm wondering how many of us with this problem are feeding audio via the TosLink optical cable to a surround sound receiver that has DYNAMIC RANGE COMPRESSION enabled. My SONY A/V receiver has 3 settings for Dynamic Range Compression, OFF, Medium, and Maximum. Mine is set to Maximum. I'm wondering if perhaps coming out of PAUSE mode that somehow the dynamic range compression is not in sync with the audio feed and it just goes nuts?? I am planning on trying to turn DRC OFF and see what happens. The only problem is that I like that feature as it stops sudden LOUD special effects sounds that are much louder. Example, on previous TV but same A/V receiver, we were watching a horror/thriller,,,,,,,, DRC was OFF,,,,,,,,,,in one scene a crow chirped and it was so loud that it scared the hell out of us lol...........that is when I discovered what Dynamic Range Compression was all about. I played aroudn with the settings and found when at MAX it keeps a nice surround sound going but completely levels the sound out as to prevent sudden LOUD effects and keeps them at the main soundtrack volume.
03-30-2019 09:58 AM
I am using the same optical cable with the same receiver as I always have. The problem only started with the Fire TV, I would also like to echo the thanks to Ed for all of his work on this. Like others have noted, when I move my 4k player cable to another input, and put a standard HDMI in the ARC connector and connect that to my receiver as well, the problem vanished. I changed no other settings and am still using the optical cable as my output from the TV. Very strange and annoying.
03-31-2019 07:39 PM
Ok - so I finally got some advice on solving the problem. I followed the instructions provided by Insignia Customer Support. This worked for me (problem with sound fluctuations when using a TosLink optic cable to my sound bar). While this has seemed to worked for me (5 days so far), I did notice a volume problem when watching a couple of shows on Netflix. While watching an episode of Into The Badlands the volume suddenly dropped. Because I did the hard restart and everything else was working well, I played around with a few shows. What I found was the problem wasn't with my tv but it was happening at certain points in certain episodes. I contacted Netflix and they said sometimes that happens but to simply report the problem. I won't go into how to do that, it can be Googled. With that said, here are the steps I took to do a hard reset. ( when the tv is reset you will probably need to pair your remote as well - in my case it was to hold the Home button down for at least 15 seconds but could be more)
Hope this helps.
FROM INSIGNIA SUPPORT
- Unplug the Power Cable from the power outlet.
- While unplugged, press and hold the Power Button located on the product itself.
- DO NOT RELEASE IT.
- Plug the unit back to the power outlet, wait for it to turn on.
- The very moment the "Fire TV Edition" logo comes up, let 2 seconds past and release the Power Button.
- A Reset Menu should come up on the TV. You operate this menu by tapping the power button to go down, and holding it to enter an option.
- Navigate to Wipe Data > Factory Reset.
- Let the TV Restart.
- Proceed with the First Time Setup as you did when brand new.
04-04-2019 04:05 PM
Another tip that was recently shared with us regarding similar reported issues was to try to change another setting in the menu. Let us know if it works for anyone!
Use the included Voice Remote, press and hold for three seconds the Home button to launch the Quick Access menu, go to Sound > Advanced Settings > TruVolume : Select ON.
|Mariah|Social Media Specialist | Best Buy® Corporate|
Give Kudos if you like this post or Accept as Solution if it answers your query!
04-04-2019 11:05 PM
I think toggling "TruVolume" affects ONLY the TV's built in speakers as I tried that when setting up the TV and it only had an effect on the built in speakers, not the connection from the digital audio out/ToSLink cable to the A/V receiver.
04-04-2019 11:06 PM
In order to see if it may FIX the PAUSE volume problem, could you pause a stream for about 30 seconds, then resume, and see if the volume either remains the same or change?