Casting From Ignite TV App

[Symonds]

Recently when casting from the Roger’s ignite TV app to my TV, there is picture but no sound. All devices are not muted and volume is turned on. Only from the app to my tv that is does this. If I cast to another device, such as a Google display, the volume works.

*Added Labels*

[RogersCorey]

Good afternoon @Symonds!

Audio issues aren't fun!

What kind of TV do you have? Have you tried power cycling your TV by unplugging the power to it for 10 seconds?

When strange issues like this seem to impact a specific device, often a simple power cycle is the fix.

Regards,

RogersCorey

[jtrimbee]

I'm having the same issue with the app. It started suddenly and has not corrected itself, but is consistent and reproduceable! It is mostly on recorded shows. they are casting (google cast) with no sound. I can change to a 'on demand' show, or live show and they have sound. I have sometimes flipped back and forth and it will suddenly work - but not always. I've also done the resetting of: App, TV, and Router. this too has worked once, but not worked 5 other occasions. 

Driving me crazy. Some tech change has been done with how rogers recorded shows are cast. 

[jtrimbee]

I forgot to mention that the recorded shows have sound playing on the app, the sound only stops when I cast to the TV (the Video plays on the TV as expected, just no Audio). 

While casting [a PVR'd show] on the TV with Video but no sound, I can use the app and select an 'On Demand" show. The casting pauses and then the new show starts playing and the sound works. Then on the App, i select the recorded show, the casting pauses and then the recorded show video starts playing but no sound. If do this a few times, some times the sound will work. 

[RogersMoin]

Hello, @jtrimbee.

Thank you for joining this thread, and welcome to our Community.

We appreciate you detailing your experience with casting the recorded shows. Thank you for resetting the app, TV and the router. I assume by reset, you mean rebooting all the devices connected with casting.

Have you tried clearing the app cache and data?

Cheers,
RogersMoin

[maple_leafs_67]

This is recently happening to me too.  Same problem as described.  No sound from TV when casting recordings from ignite iOS app. 

[jtrimbee]

I have not cleared App Cache. Can you provide details on how to do this? Thanks for suggestion.

[RogersJermaine]

Hello @maple_leafs_67 & @jtrimbee,

We thank you both for continuing the conversation and we appreciate the troubleshooting that has been completed so far. 

To complete a “Clear Android app cache and data” please follow the steps here and let us know if that helps resolve the issue for you. 

Please keep us updated!

Regards, 

RogersJermaine

[maple_leafs_67]

I am using the iOS app so I can’t follow those instructions.  It exhibits the same issue on iPhone and iPad.

[RogersCorey]

It sounds like this sound issue may need further investigation and an escalation on our end. 

We'd be happy to take a closer look to see what is going on! Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[4thought]

I am having this same issue. It started maybe 4-6 weeks ago. Recorded shows cast with no sound, and play with sound on the app. I'm using a Pixel phone. I tried clearing the app cache and data, and uninstalling and reinstalling the app. Casting from other apps work fine. I'm casting to a Chromecast with Google TV

[4thought]

FYI, I was prompted to update to the Xfinity version of the app. I figured it was just a rebranding but to my surprise it seems to have fixed casting.