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Troubleshoot sound issues

Learn how to fix audio issues like lost sound or picture doesn't match the audio.


Troubleshoot sound issues with TS&R

Visit Troubleshoot & Resolve on your computer or mobile device to let us help restore your DIRECTV® sound. Remember to sign in for personalized support.Fix it now

Restore audio and fix sound synchronization

One channel is experiencing sound issues

If only one channel is missing sound or there is sound distortion, it may resolve on its own in a few minutes. Sometimes, Secondary Audio Programming (SAP) creates sound problems. If you're listening to SAP, try switching back to the primary language:
  1. Press INFO on your remote control.
  2. Press the right arrow to highlight Audio/Video on the info bar.
  3. Select English DD.
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All channels are experiencing sound issues

The cause of the sound issues may be the remote control or audio/visual cables.

Check the remote control
Press volume up on the remote control. If the volume doesn't increase when you push, you need to program the remote control. You can learn how to program your remote control.

Check the audio/video cables
Are you running cables from the receiver to your TV through another device, like a stereo system? If so, follow these steps:
  1. Check that the device connected to the TV and the receiver are all turned on.
  2. On your remote control, press TV INPUT to cycle through TV inputs, such as HDMI. If nothing happens, try programming your remote control. Refer to the section above for how to program your remote control. 
  3. If the problem persists, try connecting the receiver to the TV.
  4. If the sound returns, the problem is with the device connected to the TV and receiver. Refer to the device manual for instructions on how to change audio inputs and settings.

If you're not running cables from the receiver to the TV through another device, the issue could be the cable. Try tightening the cable connection or using a different cable.
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Problems with sound synchronization

Try these tips to resolve the issue:
  • Change the channel on your receiver. Changing channels helps to match up the audio sound and video.
  • Rewind the program you're watching. If you have a DVR, go back a few seconds, then fast-forward back to live broadcast.   
  • Double check that it isn't the surround sound system. Try using the TV speakers only to test if the surround sound system is causing the issue. Refer to the manual for your surround sound system for extra troubleshooting help.

Still experiencing issues? Contact customer support. 
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