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New Member
Posts: 2
Registered: ‎11-04-2018

Sound cuts out on new Insignia 55 in Fire TV

I just got this tv in the last week and I noticed that the sound occasionally cuts out. I don’t use cable or an antenna, only apps such as Hulu, Netflix, Amazon Music etc. Sometimes the sound will come back my itself, but most of the time, I have to restart it. Once it goes out, it is out for eveything. (ie doesn’t work in any apps or the main menu). This tells me it is not related to any one app. Anyone else have this issue?
Posts: 2,320
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Registered: ‎08-08-2017

Re: Sound cuts out on new Insignia 55 in Fire TV

Hello Jdruding,

 

Welcome to our community.  I've dealt with intermittent audio issues before, and they certainly complicate the viewing experience on a new TV.  I'd be happy to look into this with you if you will please share your model number.

 

Also, what are you viewing/streaming when the issues begin?  Is it always with the same app or after a particular action (changing input, adjusting volume, playing/pausing media)?

 

I look forward to hearing from you.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-04-2018

Re: Sound cuts out on new Insignia 55 in Fire TV

The model is: NS-55DF710NA19.  It seems to start in any app and even the main menu, but it seems to start most commonly when using Amazon Music.   

Posts: 2,320
Topics: 165
Kudos: 109
Blog Posts: 16
Solutions: 134
Registered: ‎08-08-2017

Re: Sound cuts out on new Insignia 55 in Fire TV

Hi Jdruding,

 

Thank you for sharing that information with me.  Make sure that the TV speakers option is not turned off. Press and hold Home until the Quick Settings menu opens. Select Sound, then select TV Speakers and change the setting to On.  If you are using a home theater system, soundbar, or external speaker system and have connected it with a digital optical cable, go to the Home menu, select Settings, then select Display & Sounds. Select Audio Output, then select Digital Audio Format and change the setting to PCM.

 

You may also wish to attempt power cycling your TV by unplugging it from the power source, leaving it unplugged for a few minutes, and plugging it back in.  Additionally, you can perform a factory reset by pressing Home, then select Settings. Select Device & Software, then select Reset to Factory Defaults.

 

If none of the above works for you, the next step would be to either schedule a service appointment with Geek Squad, or bring the TV to your local Best Buy store if you're still within your return and exchange period.

 

I hope this helps and that you have a lovely weekend!

Sam|Retired Social Media Specialist | Best Buy® Corporate
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