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HD boxes dropping sound

Both my HD boxes (but not my DVR) have from time to time just dropped sound altogether. Seems random, change a channel or access the menu and suddenly no sound. With one turning it on and off seems to fix it. With the other box I had to physically uplug the box to get it to work again. This, of course, after spending loads of time trying to figure out what was wrong with the speakers on my TV!!

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taylorjs

Mine are doing the same thing. This started happening after the 1.7.1 update...pretty sad.

John_Stenger

Same here. HD channels dropping sound when changing channels. Happened after the 1.7 update. Anyone heard anything on this?

MrsKerin

It's also happening for me -- but strangely, like some HD HBO channels, but not all. And we can get sound on the regular channels (like channel 9) but not on the HD version of channel 9. Any thoughts?

rkogers

I'm having exactly the same problem. The last Verizon tech I reported the problem to said a recent Verizon set top box fix solved some problems and created others like our sound issues. He offered to send me cables to bypass HDMI. I would rather just have my set top boxes fixed. If you have gotten Verizon to fix your set top boxes, please share with me how you did it. Good luck. Thanks. Ron {edited for privacy}

Erimar

Same problem here. Random channels dropping sound. If we turn off the tv and turn it back on, then the random volume outages will just switch to other channels. We called tech support, and they said they hadn't heard about this specific problem, just that people had been having problems with very low volumes on channels. First they suggested replacing the HDMI cable with component, but after being on hold for 45 min. a new tech said that wouldn't help. They sent us a new box, same version, the 7100, which we set up today, and it STILL DOESN'T WORK. Still getting random channels with no volume. So, don't let them send you a new box because it doesn't make a difference. Calling back tomorrow and will repost with any new info.

taylorjs

I talked to Verizon tech support last week and she verified that this was a bug in the 1.7.1 release. She said no ETA on a fix.

Erimar

PROBLEM SEEMS TO BE SOLVED. After calling tech support 3 times, and getting multiple answers, I finally seem to have gotten the right one, and it's too simple! We had been told it could be the HDMI cable, but then told that wasn't it several times....finally, I got a tech on that convinced me to try RCA cables (all I had at the time), and so far, it seems that the volume is back. Poor quality, but we're getting the component cables sent for free so we can get the highest quality sound. I had also heard that the HDMI cables are the best, but was told that basically their only use would be for gaming systems that use 1080p. If you have 1080i, then the HDMI cable is not necessary and you will get the same quality from the component cables. They are the green, blue and red cables, and also a set of white and yellow go along with them. Good luck!

ConcernedUser

I found the solution for mine. I can't say if this issue is yours.

My Problem:

Every so often when I changed channels, I would lose sound. It seemed like it was related to HD channels, but I can't be sure. I could temporarily resolve the problem by flipping through HDMI inputs, power cycling the TV, or power cycling the set top box. But then the problem would occur again. My impression is that this started or got much, much worse very recently. This only happened with HDMI inputs, not component cables (but really, who wants to use them if you have a really good TV).

For reference, my setup is a Vizio VF551XVT, I have the HD DVR and also an HD Receiver, and I could replicate the problem with both set top boxes.

Solution:

I switched the set top box sound format to L-PCM from the default "Auto" setting. I cannot assure you that this will fix your problem, but it did fix mine. Here is how to do it:

There is a special setup menu that you can enter, that is NOT part of the regular set to box menu settings. To get there:

Power off the Set top box.

Hit Select

Hit Menu

You will see a white screen and an all text menu called USER SETTINGS. Use the arrow keys to move around.

Scroll down to a line that says "ADDITIONAL HDMI SETTINGS" and hit a right arrow to get into the next level of the menu

There is a sound setting called AUDIO OUTPUT It says AUTO Scroll to it and change it to L-PCM.

Exit out of the menus, power the unit off and power it on again.

Rants

I called a number of times on this issue and let me count the things that ticked me off:

*One rep said they never get this problem

*One rep said I needed to update the firmware on my TV set

*Another rep said that HDMI uses an intricate protocol and device incompatibilities do occur. He steered me to use Component Cables and assured me that I would not suffer image problems because Verizon only broadcasts in 720p anyway (neither was true, although component cables will solve my sound problem)

*I got the tip on the L-PCM setting from my TV manufacturer, but they did not know the exact keystrokes to enter the menu and suggested that I call Verizon to have them guide me through that screen. But Verizon could not do it.

*The Verizon set top box documentation also lists the wrong keystrokes to get into the menu.

*The Verizon set top box documentation also does not show the menu option that fixes the problem.

When I finally figured this out I called Verizon and asked them if there was a place I should submit the proposed solution. They said there is no place to do that! Can you believe that tech support people have no way to send in new solutions? WTH!??

So thank you Vizio and Verizon you have some work to do!

spacedebris

@ConcernedUser wrote:
*Another rep said that HDMI uses an intricate protocol and device incompatibilities do occur. He steered me to use Component Cables and assured me that I would not suffer image problems because Verizon only broadcasts in 720p anyway (neither was true, although component cables will solve my sound problem)

Actually, this rep had it nearly correct. The only error he had was the 720p. Verizon broadcasts up to 1080i. Other than that, he had it perfect. HDMI does use an intricate protocol. There is currently no universal standardization for HDMI yet so when Verizon updated HDMI to fix some issues with some TV's it breaks it for others. Until a universal standard is issued for HDMI, manufacturers will continue to use different protocols and cause incompatibilities. Component cables do not use this protocol. They will carry the 1080i resolution just fine. The only thing that HDMI does currently that the component cables do not are 1080p resolution (that Verizon does not use, only BluRay players use the 1080p so its a moot point here) and the HDMI will be needed for the 3d television. Again not available on Verizon now. So Component cables are the solution to this and all other HDMI issues.

Hubrisnxs

awesome post and great fix, I'll be anxious to see if others can do this and get the same result you did. KUDOS!

wingless

I printed out your directions and tried it and it worked for me. It's a **bleep** shame that after 4 calls to Verizon tech support that they couldn't offer this remedy to the problem. I went through 2 boxes and multiple resets trying to get the problem resolved to no avail. Than you very much for not having your head up your rear ( like tech support) and passing this on to others

SteveFXP

I tried this on my HD DVR to no avail. I power off the DVR, hit Select, but when I hit Menu it turns the DVR back on and displays the IMG. Am I doing something wrong in the sequence?

Steve

ConcernedUser

I just went to my box to try some things out. I believe you have to hit the buttons quicker. I think if you pause too long between the power button and the next one, it just turns the TV back on when you hit menu.

HTH. Write back with results.

Hubrisnxs

@spacedebris wrote:
@ConcernedUser wrote:
*Another rep said that HDMI uses an intricate protocol and device incompatibilities do occur. He steered me to use Component Cables and assured me that I would not suffer image problems because Verizon only broadcasts in 720p anyway (neither was true, although component cables will solve my sound problem)
Actually, this rep had it nearly correct. The only error he had was the 720p. Verizon broadcasts up to 1080i. Other than that, he had it perfect. HDMI does use an intricate protocol. There is currently no universal standardization for HDMI yet so when Verizon updated HDMI to fix some issues with some TV's it breaks it for others. Until a universal standard is issued for HDMI, manufacturers will continue to use different protocols and cause incompatibilities. Component cables do not use this protocol. They will carry the 1080i resolution just fine. The only thing that HDMI does currently that the component cables do not are 1080p resolution (that Verizon does not use, only BluRay players use the 1080p so its a moot point here) and the HDMI will be needed for the 3d television. Again not available on Verizon now. So Component cables are the solution to this and all other HDMI issues.

I was pretty sure component cables did 1080p?

Hubrisnxs

tting the rhythm or timing right for the power select menu thing is tough. I had to do it like ten times my first time to get the rhythm right, after that muscle memory kicks in and I can do it on command. it definetly works, you just have to keep trying it.

Just count out 1 2 and 3 at a medium to slow pace, and then hit the power select menu at that pace, and you should get it.

spacedebris

@Hubrisnxs wrote:
I was pretty sure component cables did 1080p?

Well if you get down to the nitty gritty, then yes, technically it can carry the 1080p but in ANALOG. In order for 1080p to really be used to get the benefit of the higher resolution, it needs to be carried DIGITALLY. Otherwise it is such a miniscule difference. 1080p is much better than 1080i but only in digital format. The analog just cannot do it justice. And that is really the true difference between HDMI and Component. Component is analog and HDMI is Digital. In the lower resolutions, the difference in quaility is negligible. Its the high end that really shines with digital.

SteveFXP

I am able to get a menu of 12 options, D01-D12. None of them allow me to update the config. I am not sure what I am doing wrong.

ConcernedUser

"I am able to get a menu of 12 options, D01-D12. None of them allow me to update the config. I am not sure what I am doing wrong."

Your menu sounds like it is different than mine. What model STB are you on?

heidihp

I'm happy that some are getting some satisfaction by using an RGB cable, but we are looking at basic TV quality and I am VERY unhappy that I spent $1000 for a hi-def TV only to find that I have a choice of losing sound or watching basic quality TV. It seems to me that Verizon should be sending out targeted firmware updates. I had no problems before the last upgrade. If Verizon only sent out the last fix to those who were having problems, it would have made much more sense. I have not been as happy with Verizon's service as I had hoped I would be... now I'm angry!

Hubrisnxs

@heidihp wrote:
I'm happy that some are getting some satisfaction by using an RGB cable, but we are looking at basic TV quality and I am VERY unhappy that I spent $1000 for a hi-def TV only to find that I have a choice of losing sound or watching basic quality TV. It seems to me that Verizon should be sending out targeted firmware updates. I had no problems before the last upgrade. If Verizon only sent out the last fix to those who were having problems, it would have made much more sense. I have not been as happy with Verizon's service as I had hoped I would be... now I'm angry!

take a look at the fix from concerned user. it doesn't involve using RGB cables and may help you out too. Verizon is also putting out fixes to firmware, to correct verizon issues, their updates don't come out monthly though, they come out I think 3 times a year for real or major updates. so the next one I think is set for june/july time frame. If you're having this problem then try the fix that is listed by concerned user. it may help you.

jnmarshall

Not sure if this is related, but I had Fios TV installed last week. With the installation I was given a 6200 and 7100 stb. All worked well. I am not using HDMI. All connections are component. That nite I noticed I was turning the TV up to almost 80%-90% of it's volume range on the one connected to the 7100! I never had to have it that loud. It became annoying when I noticed hissing or feedback during silent breaks! I contacted fios support and after the usual 20-30 minute hold time some one assisted me in playing around with volume settings. No luck. They overnighted a replacement box. Another 7100. Got it up and running and has the same problem. On my own I decided to swap the 7100 and the 6200. Of couurse the problem moved with the box to the other TV. Called fios and again after another 20-30 minute hold went thru all the same steps again. They overnited a new box. This was Friday so the box didn't show up till yesterday. Guess what? This time it was a 6200! I plugged it in, got it activated and the sounds is great!

Out of curiousity over the weekend I searched the internet to see what the difference was with these boxes. What I found were press releases this month of Verizon providing greener boxes with these 7000 series that are at least 20% more energy efficient. So now I'm thinking what they are saving in energy is reducing the volume!

ortiz34

If this happens on my DVR I rewind it for a few seconds or change the channel and then change back and it comes back, no need to power off.

This is using an HDMI on a SONY TV

awfrance

I am having the same issue since an update was installed on two of my HD STB's. One is connected via HDMI, the HD DVR uses HDMI for video, but I have a Digital Audio (fiber) cable from the STB to my surround system. I noticed that the fix from ConcernedUser specifies to change the HDMI settings in the special config menu, will this work for the Digital Audio output also?

awfrance

I tried this and found absolutely no difference when set to L-PCM. However, the volume does restore when set to Pass-through, but the sound is hollow and way to heavy on the center channel, im assuming that this setting changes the output to 2-channel. If you have anymore suggestions I would appreciate it.

virtuo0

I have a similar issue with the sound. It was not dropping but i am not getting any sound on power up sometimes. I just found a workaround without changing the sound settings from the Additional HDMI settings. When i turn on the tv if the channel is HD then i am not getting sound. Switch to a regular digital channel and come back to HD channel is doing the trick.

the_sasquash

Good Luck on this one. Verizon has no clue or the person who works for them that does didn't tell anyone else,

I have had Verizon fios and internet for about 5 months and everything was perfect until I replaced the one standard stb to an hd model when I replace my old clunker for a flat screen. I simply called and ask for a hd box and they walked me thru ordering the hd box online. Within two days I had 3 boxes coming my way in 2-3 weeks and 2 services calls scheduled. I guess more is better. I finally got the first box by ups and it would not activate. I had to find a local store and take it to them and get another hd box.

That one activated but then my sound trouble began. I can watch any had channel and then the sound breaks up and then go's dead. If I change the channel then it works fine even if I change back to the troubled channel. I have had numerous online chats , phone calls with Verizon. I have received several new 71001 boxes with the same results. The answer from Verizon was to send me a set of component cable and say it was fixed. Yeah if I don't want to attach my DVD player so that was unacceptable. So after more chats I had one tech promise to send me a Cisco box after I told them I saw online that the problem was the motorola stb. Guess what I got by ups the same Motorola 71001.

Now Verizon says to make sure to check the hdmi cable. I have used the 3 they sent and 2 I bought. I have borrowed friend DVD players with hdmi output and it works fine. I even plugged my TV into the the other cable box using all combinations of hdmi cables and no trouble. The only hope I have is possibly the 71002 box (I thing its a long shot) but the TV in my front room is attached to one and no trouble..

I am sorry about being long winded but this is crazy and now Verizon is saying I have to have the TV certified that its OK before they will talk with me per the last call. Oh and by the way I have had to already call billing at least once to clear off an stb that I turned into the store. Luck I had a receipt.

tencan1

Is losing sound on HD channels when switching channels on Vizio TV using HDMI cables..Reported this issue to Verizon several months ago and was told that a software upgrade for the Motorola 7000 series box was in process. Contacted tech support and was informed that indeed they were aware of the issue and component cables could be used instead of HDMI until a fix was available. Refused to accept this solution since I pay for a fully functional HD box. I was finally offered a new Motorola HD box (7002 series) and was told it contained several software upgrades and the fix for my problem was included.

Installed the new 7002 series Motorola box today and it has the identical problem-losing sound when switching HD channels. Does any one have a solution for this issue other than procuring another cable tv provider that has equipment that will work with HDMI cable.

andra

I also have sound dropping when using my hd dvr box it can get pretty annoying. I dont even bother to call customer service anymore it never does any good I just waste my time on hold forever.

the_sasquash

Update on the ongoing story.

I took the TV back to best buy (bought 12/26/2010) and they replaced it no questions even though they have had no trouble with hdmi and my brand of TV. Got the new one home plugged it in and within 10 minutes the sound problem was back. I moved the box that was giving me trouble the Motorola 71001 to the front room and took its stb Motorola 71002 guess what the problem followed the 71001 and now the TV in my office has no sound trouble except my wife mad at me for making the one she watches have trouble now.

So my mission is to get a 71002 from Verizon. They tell me they can't pick which box they send me so if any one from Verizon actually reads these can you please help me? If not I'll let you know how to get one and then we all can drive em nuts!

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