02-21-2020 07:02 AM
In December I purchased an insignia firetv (NS-24DF310N). All was working fine until last week. Now certain shows (NBC Nightly News, Today Show for example) have the sound completely cut out and then begin working when the show ends or when a commercial runs. I have tried changing the HDMI port. I have looked online and there is talk of the Dolby outputs but I dont have those options on my firetv. Does anybody know what the heck is going on?? Thanks
02-21-2020 10:01 AM
This is the second TV like this I am having same issue. Bought one on Black Friday, had the audo issue, called Insignia, they had me reset the TV, that didn't work, had me to a factrory default reset, didn't work. They advised me to return to store. I ended up exchanging it at the end of December and here we are again experiencing the same issue AGAIN! I have a tech scheduled for tomorrow to come to my house but obviously it's not fixable from many of the reviews I been reading. I will not put up with it for long.. I will demand a replacement of a different brand TV. There was a reason they were so cheap, but when I exchanged the first one, I bought the protection, had to pay for the protection at the higher amount because they said the TV originally sells for $479 so I had to purchase the protection for a TV between $450-$499 so I best not get screwed over on the value of it. Good luck though. Continue to call the manufacture because it would be under manufacture warranty. If you have to constantly call, maybe they will eventually replace if it isn't able to be fixed.
02-21-2020 01:35 PM
Good afternoon, dragonfly1,
Watching TV is one of my favorite ways to unwind after a long day, and I can totally imagine how it would be frustrating for your audio to intermittently stop working. That would really take away from the viewing experience. I’d love to see what I may be able to do to assist going forward.
It looks like you haven’t included your entire model number and there may also be a mistype. Could you confirm what your full model number is for me?
In the meantime, I do have some troubleshooting questions and suggestions based on model number NS-24DF310NA19. If a different year model, these steps will likely be very similar, but could have some minor differences.
Can you please clarify if anything happens with the TV picture when you have this audio issue? Is it still good, or does that also cut out or become grainy? If the picture remains good, try the following:
Please let me know how this goes!
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02-21-2020 02:17 PM
02-21-2020 03:36 PM
Thanks for the additional insight into what’s happening with your TV, dragonfly1.
If you change the channel when the audio stops working, what happens? Does it start working again? It’s possible that this could be a problem with the content source. For example, the TV station may not be coming thought correctly, or the file uploaded for steaming may have an error or need to buffer.
Thanks,
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02-21-2020 03:41 PM
02-21-2020 03:51 PM
Thanks for the additional insight into what’s happening with your TV, dragonfly1.
If you change the channel when the audio stops working, what happens? Does it start working again? If It’s possible that this could be a problem with the content source. For example, the TV station may not be coming thought correctly, or the file uploaded for steaming may have an error or need to buffer.
Thanks,
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02-21-2020 03:56 PM
02-21-2020 04:09 PM
Hey again, dragonfly1,
At this point, I would recommend connecting with Insignia Support via phone at (877) 467-4289 for more in-the-moment support and troubleshooting. As I mentioned, this could be an issue with the content source instead of the TV, but Insignia Support should be able to further assist. As I'm sure you know, they will need your full model number to provide the best assistance. Let us know how this goes.
Thanks,
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02-21-2020 04:20 PM