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Posts: 6
Registered: ‎02-21-2020

intermittent sound issues with insignia firetv

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

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Registered: ‎02-21-2020

Re: intermittent sound issues with insignia firetv

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. 

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Registered: ‎10-19-2017

Re: intermittent sound issues with insignia firetv

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:

  • Makes 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, make sure it is turned on and is not muted.
  • 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.
  • Make sure that the audio cables are connected correctly and securely to your TV.
  • Make sure that the antenna or cable TV is connected correctly and securely.
  • If you have another set of audio cables, try using those as your current cables may be bad.

 

Please let me know how this goes!

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 6
Registered: ‎02-21-2020

Re: intermittent sound issues with insignia firetv

Hi yes that is the correct model number ending in A19. The home speakers are on, we are not using a sound bar, all the cables are connected...we have disconnected and reconnected everything. We have reset to factory settings. It is not the cables. The tv is operating fine EXCEPT when certain shows come on and then the sound goes completely out. When commercials come on during those shows, the sound comes back, and then when the show resumes, the sound goes out again
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Registered: ‎10-19-2017

Re: intermittent sound issues with insignia firetv

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,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 6
Registered: ‎02-21-2020

Re: intermittent sound issues with insignia firetv

The issue is specific to certain shows on certain stations. No matter what you do you cannot get sound during specific tv shows.changing the channel then changing back to the affected show does no good . We are not streaming. The tv is hooked up to a cable box. We have other TVs in the house and the issue is specific to the fire tv. We have already troubleshooted the cable and the box and that is not the issue. The tv was working fine until alittle over a week ago
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Posts: 2,414
Topics: 99
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Solutions: 112
Registered: ‎10-19-2017

Re: intermittent sound issues with insignia firetv

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,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 6
Registered: ‎02-21-2020

Re: intermittent sound issues with insignia firetv

If you change the station to another channel the sound works on that channel. If I have no sound on ch 10 and change to channel 12 then I have sound on channel 12. When I turn back to channel 10, on that specific show , then I have no sound. If I have it on ch 10 with no sound and a commercial
Comes on, I might get sound during the commercial, but when it goes back to the show the sound goes away
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Posts: 2,414
Topics: 99
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Registered: ‎10-19-2017

Re: intermittent sound issues with insignia firetv

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,

Kayla|Social Media Specialist | Best Buy® Corporate
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Re: intermittent sound issues with insignia firetv

I have already spoken to insignia. They have passed the buck to Best Buy ....so far what I have learned is you get what you pay for....this was our first and will be our last insignia product