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No sound

Alimvellani
I'm Here A Lot

So all of a sudden I have no sound from my Rogers box. I do not have a surround sound or even a sound bar. I have my Rogers box going through a Xbox one.

I disconnected the Xbox to isolate the problem
I've changed inputs on the tv swapped HDMI cables no sound but my android box or my Xbox
Works fine? Rebooted my cable box even set the box to factory default settings nothing.

Can anyone help.

 

*Edited Labels*

26 REPLIES 26

Re: No sound

RogersMoin
Moderator
Moderator

 

Hello, @Alimvellani

 

Welcome to the Rogers Community Forums! Smiley Happy

 

Thank you for posting your concern in the Community. I appreciate the troubleshooting done to isolate the audio issue. Which model of the cable box do you have?  Have you checked the volume on the cable box? 

 

Have you tried playing any recorded program before performing the factory reset? Is the video clear on all the channels? 

 

Looking forward to your response. 

 

Cheers,

RogersMoin

Re: No sound

Hi thanks for the response, I've fone some more trouble shooting and this is what I've come up with hope someone can help me.

So I exchanged my cable box for a 4k box because the guy at the store told me they have a Serge protection built in them. So I take this bran new box home set it up and the same thing!
So I swap HDMI cable and the same thing.
So I plugged in another device and there is sound with the same HDMI cable in each of my 2 ports!!! Its only the Rogers box I'm having trouble with..any ideas why?
Thanks

Re: No sound

57
Resident Expert
Resident Expert

Go into Settings - Audio and try "other" instead of "DD"?  Some TVs cannot decode certain formats...

 

Make sure "mute" is not on by changing the volume up or down, or pressing the mute button.   This shouldn't be the problem since you've swapped boxes.

 

Go into Settings Audio and try "fixed" instead of "Variable" audio.



Re: No sound

Hi yes I have tried all those things wondering if Rogers has changed to something. I've had cable at my current place for 7 months and never had this issue.

Re: No sound

57
Resident Expert
Resident Expert

I assume you're getting picture of whatever channel you're tuned to, but no sound?

 

Try checking the signal strength yourself or by calling Rogers - see link below indicating that a lot of issues can be caused by a poor signal.  Is this the only box you have in your home? I've never heard of a "no sound" issue like yours, that hasn't been addressed by the items you've already tried.  I assume you're still connected directly to the TV and not "through" another device. How long is your HDMI cable - anything over 10' might cause an issue if it's not the correct gauge?

 

http://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M422...



Re: No sound

Yes all the channels are clear but no sound and I'm using the HDMI cables come with the PVR...
I also think it's coming from a signal just strange the picture is coming but no sound!

Re: No sound

Hello @Alimvellani,

 

Trying to enjoy your favourite shows with no audio is a major struggle. It is rather odd to have a perfectly clear picture but no audio at all. It sounds like a signal issue but we will need to run some tests on your equipment to be certain.

 

Please send us a private message @CommunityHelps the next time you're online and we can pull up your info on file and take a closer look.
 
For more information on our private messaging system check out our blog.
 
RogersTony

Re: No sound

jwlarmond
I've Been Here Awhile

So what was the outcome of this.  I woke up this morning after watching tv around 2am only to have NO sound as well.  The picture is there, but no sound.  I tried several channels, recorded shows.. no sound.   I got sound when I switched to Netflix on the tv, so I know the tv is functional.

John


@RogersTony wrote:

Hello @Alimvellani,

 

Trying to enjoy your favourite shows with no audio is a major struggle. It is rather odd to have a perfectly clear picture but no audio at all. It sounds like a signal issue but we will need to run some tests on your equipment to be certain.

 

Please send us a private message @CommunityHelps the next time you're online and we can pull up your info on file and take a closer look.
 
For more information on our private messaging system check out our blog.
 
RogersTony


 

Re: No sound

Good afternoon @jwlarmond and welcome to the Rogers Community Forums!

 

Silent TV is only appealing when it's intentional :(. Are you still experiencing loss of sound? Do you have more than one box? If yes, then can you check to see if the audio is working on it? Additionally, have you tried to reboot the box to see if it resolves the audio issue?

 

Please keep us posted.

 

 

 

 

RogersZia

Re: No sound

jwlarmond
I've Been Here Awhile
Thank you for responding. Problem is solved. The audio button located in the top right corner was pressed. I noticed that after some trouble shooting which included a box/pvr reboot.

Thanks again

Re: No sound

Me1001
I've Been Around
I am also having problems with the sound. Apple TV works with sound, butnotcable.

I have already tried what was suggested but it is still not working

Re: No sound

Hello, @Me1001.

 

Welcome to the Rogers Community Forums! 🙂

 

Thank you for posting your concern in the Community. No audio output can surely be disappointing; we can look into finding the solution for you. Would you please provide the following info?

 

  • What is the model of the cable box?
  • Have you made any changes prior to experiencing no audio? Like adding an AV receiver or changing any cable etc. 
  • Do you have any device between the cable box and the TV?
  • Are you using HDMI cable?
  • Are you using multiple remotes?
  • Have you checked if the mute is on?
  • If the cable box is a PVR, have you tried playing any recorded program?

 

Looking forward to hearing from you. 

 

Cheers,

RogersMoin

 

Re: No sound

jaysnh
I've Been Around
Hi there

Was this ever resolved? I have the same issue tonight. Worked for the last 2 years but now no sound from either 4K or HD box. Picture works perfectly.

Re: No sound

The only thing i can think of is a power serge. I think that there was a power serge that hit the pvr and it messed up the audio frequency in the tv. I had to buy a hdmi adapter and that helped boost the signal. That did the trick. The guy at rogers told ke the older pvr have no serge protection.

Re: No sound

57
Resident Expert
Resident Expert

@Alimvellani wrote:
...The guy at rogers told ke the older pvr have no serge protection.

None of the Rogers boxes (or the boxes from any providers) have surge protection. If you have a PVR I always recommend plugging it into the battery side of a UPS (Uninterruptible Power Supply), which will keep the PVR up during a power failure, precluding a Hard Drive crash if the hard drive is working at the time. Other equipment, like a TV, that uses more power should be plugged into the "surge only" side of the UPS, but the UPS will provide some surge protection for everything plugged into it, although a major surge may damage any equipment that is plugged in at the time the power comes back on.  That's why if there is a long power outage, you unplug all the electronics in your home until after the power comes back on and the voltage has stabilized.  A small UPS can usually be purchased for $50 or less on sale.

 

I wouldn't have thought that would affect the audio though. I would expect there may be a poor connection at the HDMI cable in which case unplugging and replugging the cable at both ends may help remove any oxidation which may lead to poor contacts/signal and no audio (or video) in some cases. Also, a box reboot may help with the situation.  You can also try going into the Settings - Audio menu and switch the audio options to "other" if on Dolby Digital or vice versa, then back again to your preferred setting - this may "wake up" the connection.



Re: No sound

ab73
I've Been Here Awhile

I had this issue with an LG TV.  One day, no sound.  It was an odd problem because Chromcast worked with no issues on all HDMI ports.  But Rogers Cable Box was a no go. 

I did the following; 

  1. Tested with an alternate HDMI Cable - No Change. (Always start with the simple)
  2. Plugged in a laptop - No signal at all!
  3. Took the Rogers Cable Box AND the Laptop AND the same HDMI Cable to an alternate TV and everything worked!  This issue in my mind was now isolated to the TV.
  4. I looked through the LG TV Manual for a RESET to Factory Default settings procedure but there wasn't one.
  5. Called LG and they told me to turn off the power of the TV, UNPLUG the TV from the wall, push and HOLD the power button for 15 seconds while power was Disconnected, and reconnect everything.

I now have a fully functional LG TV, Rogers Cable box, Chromecast and Laptop.

Hope this helps someone else!

Re: No sound

Bkay
I've Been Around
I fixed it for myself!

I find that the certain channel (GSN) had no sound, and found that in ROGERS BUTTON> accessibility settings> video description was on, and when I turned it off it worked!

Only happened on one specific channel
Good luck to anyone reading this

Re: No sound

Jason06
I've Been Here Awhile
I to have the same problem and have also taken the pre mention steps for correction.
What I did was go into the settings menu, scroll down to troubleshooting, then select restore factory settings,when system resets sound will come back it has “all”the time for me,Notice the quotes on the all as this is only a Band-Aid for this problem sometimes it will last a day or two but the problem always comes back.
Still working on a permanent solution

Re: No sound

Welcome to the Community @Jason06 and thank you for your post.

 

I realize audio issues can definitely impact the TV watching experience. Do you experience this issue on live TV or a recorded program? Have you noticed if this is specific to a channel? Are you using any devices between the cable box and TV? If you have more than one box, have you noticed this issue on more than one box?

 

Just need a little bit more info to assist you further.

 

 

RogersZia

Re: No sound

Jason06
I've Been Here Awhile
It’s no sound or the picture it self is off lots of pinks and purples
I have tried different Rogers boxes thinking that was the problem but it didn’t fixit
The only solution is to go into settings go to trouble shoot and reset factory settings everything goes back to normal but not for long
There is nothing else plugged to this tv except my Rogers box which is contested via the HDMI cable provided
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