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Visitor
Posts: 7
Registered: ‎05-13-2013

NS-55E480A13A Sound issues

just picked up this TV last night, NS-55E480A13A.  my sat reciever is hooked via HDMI as well as my xbox and apple tv.  I am using a digital fiber optic cable from the tv spdif out put to my sony reciever.  When in the "RAW" mode the sound will flicker in and out.  The TV will only send a good sound signal using PCM which is 2 chnl.  Is this a settings issue?  or a TV issue?  FYI my reciever works just fine if it is connected directly to the xbox, apple tv, or dish reciever.  thoughts ideas?  Id rather not box it up and return it but i will if i have to.

Visitor
Posts: 644
Registered: ‎04-03-2013

Re: NS-55E480A13A Sound issues

Hello smith47,

Welcome to Community@ Insignia™!

I am sorry to hear you are having an issue getting the optical output to work properly when set to Raw.  The Raw setting should simply pass through the digital audio signal from the other devices to the stereo without changing it.  The description and troubleshooting you have done so far is excellent.  Since the sound works when set to PCM we know that the cable is functioning and hasn't been damaged.  With the sound working when the devices are directly connected to the stereo it would also seem to rule out and incompatible signal from those devices. 

 

I would recommend connecting all the devices again and then unplug there power cords for a full 30 seconds to reset them all.  Once they are power cycled and turned back on I hope this issue has been resolved.  If the issue remains I would recommend contacting your receiver's manufacture to check for any possible settings that could remedy the issue, before boxing it up for return.

Regards,
Cory
Insignia™ Support

Visitor
Posts: 7
Registered: ‎05-13-2013

Re: NS-55E480A13A Sound issues

Cory, It appears to be a defective TV.  If I run s/pdif directly from the device, it works fine.  the only problem doing it that way there is lip lag.  I need insignia to warantee my tv for me.

Visitor
Posts: 7
Registered: ‎05-13-2013

Re: NS-55E480A13A Sound issues

Additionaly my reciever is a SONY STR-DE985.  Would there be a compatibility isue there?  THis is a product description from amazon.com

 

This full-featured surround receiver is ready to take on media of today, tomorrow, and even yesterday. The STR-DE985/B pumps out 100 watts per channel across six main channels (left, right, center, left/right surround, and center surround) and has a dedicated subwoofer output for a seventh. You get everything from Dolby Digital and DTS surround decoding to Dolby Pro Logic II processing (creating 5.1 channels from two) and 6.1-channel analog inputs to accommodate the latest high-resolution audio formats like SACD and DVD-Audio. 

 

It has S/PDIF, digital COAX, and RCA imputs.  This unit is pre-HDMI.

 

 

Visitor
Posts: 644
Registered: ‎04-03-2013

Re: NS-55E480A13A Sound issues

Hello smith47,

Does the audio issues occur with all three devices when connected HDMI to the TV and Optical from the TV to the Receiver?  The source devices could be sending audio signals over HDMI that the stereo doesn't recognize through the optical cable.  Optical cables do not have the capacity to carry the uncompressed data in the lossless formats of Dolby TrueHD and DTS-HD Master Audio that HDMI does.  Make sure the source devices are sending out their audio over HDMI that the is compatible with the optical audio cable.  Set the HDMI audio out to PCM or Dolby Digital on the source devices with the TV's SPDIF setting still set to RAW.

 

If you are still having issues with the audio not working properly I would recommend taking the TV back for exchange while you are still within the stores exchange period.  Outside of the exchange period I would recommend calling our support line with a copy of your receipt to pursue the possibility of warranty repair.

 

Insignia Support Line: 1-877-467-4289
Hours of Operation:
7am to Midnight (CST)
7 days a week

 

Regards,
Cory
Insignia™ Support

Visitor
Posts: 2
Registered: ‎05-21-2013

Re: NS-55E480A13A Sound issues

Same issue here direct TV out to TV with HDMI and optical out to Reciever. audio cuts in and out. replaced HDMI cabke and "e thing. Never had a problem with my 46" Insignia. Not happy. THis Model has a Audio Issue. My old Insigna had much more audio settings then this set.

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Visitor
Posts: 644
Registered: ‎04-03-2013

Re: NS-55E480A13A Sound issues

Hello ,

Welcome to Community@ Insignia™!

There is a firmware update for this TV that solves an issue with the TV not saving settings after a power cycle and may also remedy your audio issue.  Follow the links for the firmware and install guide.

Regards,
Cory
Insignia™ Support

Visitor
Posts: 7
Registered: ‎05-13-2013

Re: NS-55E480A13A Sound issues

My tv said it already had the most up to date firmware... do i need to unzip it to the thumb drive?

Visitor
Posts: 644
Registered: ‎04-03-2013

Re: NS-55E480A13A Sound issues

Hello smith47,

You will need to unzip the file and then make sure to follow the rest of the instructions exactly.

Regards,
Cory
Insignia™ Support

Visitor
Posts: 7
Registered: ‎05-13-2013

Re: NS-55E480A13A Sound issues

Unless you leave the file in a .zip it will not recognize it as a firmware update... it will see it as photos... the .zip extension is what it is looking for to start the firmware update process... my tv says that it is up to date with the firmware update you provided.... is ther somewhere i can go to look for the update myself?  it is aksing for an "e" code in the directions...