Sometimes, when I turn on my TV, there will be no sound from the FiOS box, and the audio bar will be stuck on the screen and say "fixed". The only way to fix it and get the sound back is to unplug and reboot the box.
I've gotten a new box and continue to have the same issue. This is with the main FiOS tv one box (not a mini).
It seems like a software issue with the box. It only happens when I turn the TV on, and the remote turns on/off both the box and TV, so I wonder if it's some issue to do with them both turning on at the same time.
Here's a video of the issue. I also checked the diagnostic menu and it shows the cable box stuck on mute even though it shows fixed on max volume.
Anyone else have an issue like this?
Video: https://youtu.be/Clk44rmcgSc
@bstpeg1 wrote:Sometimes, when I turn on my TV, there will be no sound from the FiOS box, and the audio bar will be stuck on the screen and say "fixed". The only way to fix it and get the sound back is to unplug and reboot the box. I've gotten a new box and continue to have the same issue. This is with the main FiOS tv one box (not a mini). It seems like a software issue with the box. It only happens when I turn the TV on, and the remote turns on/off both the box and TV, so I wonder if it's some issue to do with them both turning on at the same time.Here's a video of the issue. I also checked the diagnostic menu and it shows the cable box stuck on mute even though it shows fixed on max volume. Anyone else have an issue like this? Video: https://youtu.be/Clk44rmcgSc
First, you SHOULD have the volume control set to fixed. Check here:
Main Menu > Settings > Audio & Video > Audio>Volume Control>Fixed
Next check here, and make sure you DISABLE audio selection.
Main Menu > Settings > Audio & Video > Audio > Audio Selection>Disable
You may also need to disable:
Main Menu > Settings > Audio & Video > Video Settings > TV Input Control>Disable
That's already how I have my settings. I was just changing from Fixed to Variable in the video in order to demonstrate that the box ends up in a weird state where the volume is stuck on mute despite it showing that it's fixed at max volume (and changing to variable doesn't even affect what's displayed on the audio bar).
@bstpeg1 wrote: That's already how I have my settings. I was just changing from Fixed to Variable in the video in order to demonstrate that the box ends up in a weird state where the volume is stuck on mute despite it showing that it's fixed at max volume (and changing to variable doesn't even affect what's displayed on the audio bar).
Any chance the box is plugged into an ARC input on your TV? Try changing the input if it is and see what happens.
Also try this:
Main Menu > Customer Support > Top Support Tools > Fix FiOS TV Issues
Main Menu > Customer Support > Top Support Tools > Self Diagnostics
Could also be CEC settings in the TV menu that are conflicting with the Fios box. Try disabling CEC on the TV.
Have you tried dumping the programming on the remote and reprogramming it?
Main Menu > Settings > Voice Control > Fios TV Voice Remote > Program Fios TV Voice Remote
First use Reset Remote setup. Reboot Fios box. Go back in and try a MANUAL setup, this time choosing which TV you have, instead of letting the box decide. Again reboot box after making the changes.
It's not plugged into an ARC port - my soundbar is using the ARC port.
The self diagnostics had no issues.
The "Fix FiOS TV Issues" workflow ran and I'll see if the issue happens again, but I've had FiOS tech support agents reset my box multiple times so I'm not optimistic.
The CEC function on my TV can only be turned on/off for all inputs, and if I turn it off I can't use my soundbar over ARC so that's not an option.
I've reprogrammed my remote multiple times, most recently manually using my TV's model number.
I have the exact same problem. I have a Samsung TV if it matters. I turn on the TV and switch inputs to the TV One. There is no sound and the fixed audio bar is stuck on upper right of the screen. Only a reboot will work. I think I found a solution (as opposed to the fix). I changed the Auto-Power off to the OFF position. So, when I switch to the input, the box is already powered on. So far, this has worked since I changed the settings yesterday. I am glad to know returning the box will do no good because I was wondering if the box was defective.
Here is a copy of the post I made in dslreports.com (EDIT:I don't know why the images don't show up?
https://www.dslreports.com/forum/r33320635-Is-my-TV-One-box-defective)
--------------------------
So, I usually only watch TV with my TiVo Bolt. Because of the Olympics being in 4K, I was checking a channel and I had no volume. This "Fixed" image was frozen top right of screen.
So, I rebooted the VMS 4100 box (Ver. APR-7.11) and the sound came back. A few days later, I go to the input and I find the same frozen image and no sound. A reboot fixed it again. I tried every audio setting I could find and nothing would change.Here is the original view with no sound:
Here is the view after a reboot WITH sound, and no Fixed 30:
Submitted images are queued for approval by a moderator. Once approved, they will appear. 🙂
OK, Thanks!
@PL10 wrote: I have the exact same problem. I have a Samsung TV if it matters. I turn on the TV and switch inputs to the TV One. There is no sound and the fixed audio bar is stuck on upper right of the screen. Only a reboot will work. I think I found a solution (as opposed to the fix). I changed the Auto-Power off to the OFF position. So, when I switch to the input, the box is already powered on. So far, this has worked since I changed the settings yesterday. I am glad to know returning the box will do no good because I was wondering if the box was defective.Here is a copy of the post I made in dslreports.com (EDIT:I don't know why the images don't show up?https://www.dslreports.com/forum/r33320635-Is-my-TV-One-box-defective)--------------------------So, I usually only watch TV with my TiVo Bolt. Because of the Olympics being in 4K, I was checking a channel and I had no volume. This "Fixed" image was frozen top right of screen.So, I rebooted the VMS 4100 box (Ver. APR-7.11) and the sound came back. A few days later, I go to the input and I find the same frozen image and no sound. A reboot fixed it again. I tried every audio setting I could find and nothing would change.Here is the original view with no sound:Here is the view after a reboot WITH sound, and no Fixed 30:
I know a while back there WAS an issue with Samsung firmware updates that caused problems with the Fios box. You might want to check on a firmware update for your TV. Your method of leaving the Fios box powered works by not having to reset the handshake between the TV and Fios box every time you switch to it. Also repost to here: https://www.dslreports.com/forum/vzdirect . That will give Tech support a heads up on the problem.
Ok, Thanks @clem53
Sounds like the exact same issue I'm experiencing. I also have a Samsung TV FWIW.
I've always had the auto power-off turned off on my TV, so for me it's seemed unrelated.
Unfortunately, the FiOS TV one remotes only have a single power button which turns on/off both the TV and the box, so even if the box doesn't turn off on its own after a period of time, it ends up turning on and off frequently whenever my TV turns on/off.
>I know a while back there WAS an issue with Samsung firmware updates that caused problems with the Fios box.
There are no new updates available for my TV. Regardless of the Samsung firmware, it shouldn't be possible for the FiOS box to end up in a state where it's locked on mute and yet displaying 30/30 volume. Samsung firmware or something else may be triggering this, but this demonstrates an issue with the box itself.
@bstpeg1 wrote: Unfortunately, the FiOS TV one remotes only have a single power button which turns on/off both the TV and the box, so even if the box doesn't turn off on its own after a period of time, it ends up turning on and off frequently whenever my TV turns on/off.>I know a while back there WAS an issue with Samsung firmware updates that caused problems with the Fios box. There are no new updates available for my TV. Regardless of the Samsung firmware, it shouldn't be possible for the FiOS box to end up in a state where it's locked on mute and yet displaying 30/30 volume. Samsung firmware or something else may be triggering this, but this demonstrates an issue with the box itself.
The only other thing I can think of is some sort of handshake issue with the Fios Box and the soundbar. Can you try hooking the soundbar up with an optical cable instead of HDMI? Or try unhooking the soundbar for a trial, and see if the problem still exists. Also make sure yo post to the Fios Direct forum on DSL reports. They'll be able to analyze the issue from the Tech side.
Support says they have seen the issue and are working on a fix. Don't have a timeline for you though. Hang in there.
Glad to hear it. I assume there's no public bug tracking system where I can keep track of the progress? Just want to make sure I find out when there's a fix available so I don't keep tinkering around with my setup and using only the old remote that turns just the TV on/off in the meantime.
@bstpeg1 wrote: Glad to hear it. I assume there's no public bug tracking system where I can keep track of the progress? Just want to make sure I find out when there's a fix available so I don't keep tinkering around with my setup and using only the old remote that turns just the TV on/off in the meantime.
I'll let you know if I hear anything.
What I was told was they are working on a fix for the next update. They had this suggestion until then:
One workaround , apart from the reboot worth trying would be to try and do a HDMI cable re-seat on the TV end and see if that fixes the audio issue.
Give it a shot, and hang in for the next update.
Have had the same issue with my Samsung frame tv and Fios mini box. Solutions I have found are,
1) Annoyingly reboot the set top box and then volume works.
2) when turning off the tv hold down the power button first on the Verizon remote for 2-3 seconds. Then power off the tv with the TV manufacturer remote.
Conclusion I came to is that powering off the TV with the Samsung remote only and leaving the set top box turned on somehow locks the sound so that it works with all the apps except for Fios. I had no sound with Fios several times a week but ever since following step 2 above have not had the no sound issue since. Hope this helps as I know how annoying this issue is.
@B-Man wrote: Have had the same issue with my Samsung frame tv and Fios mini box. Solutions I have found are, 1) Annoyingly reboot the set top box and then volume works.2) when turning off the tv hold down the power button first on the Verizon remote for 2-3 seconds. Then power off the tv with the TV manufacturer remote.Conclusion I came to is that powering off the TV with the Samsung remote only and leaving the set top box turned on somehow locks the sound so that it works with all the apps except for Fios. I had no sound with Fios several times a week but ever since following step 2 above have not had the no sound issue since. Hope this helps as I know how annoying this issue is.
Sounds like the Fios box has a hard time re-establishing the handshake with the Samsung connect box when you power the Fios box off and the Samsung box at the same time. It could also be affected by the sequence the boxes are powered up. I used to make sure the Fios box was on first, then my Denon Receiver then my TV to work correctly. I could program a delay into my harmony remote, but I don't think you can do that with the Fios remote.
I have the same issue, samsung connected to sound bar via optical cable, STB connected to TV via hdmi.
When audio is missing, it's also missing via TV internal speakers. Reboot is the only way to bring it back. Looks like this has been an issue for a while, time to call Comcast.
Same issue- unplugging hdmi from cable box and back in fixes this
Any update on this?
I'm afraid I don't understand why, but if I turn on the the TV with the Verizon remote, the sound is fine 100% of the time.
If I use the Samsung remote it's off and I have to reboot.
@Gerdia wrote: I'm afraid I don't understand why, but if I turn on the the TV with the Verizon remote, the sound is fine 100% of the time. If I use the Samsung remote it's off and I have to reboot.
Does the order the devices turn on differ from one remote to the other? Could be the Fios box has to come on first, then the TV to avoid the sound missing glitch.
Hard to tell, they both act the same. But this has only become an issue this year. This setup has been in place for about 5 years without issue.
Not sure what make out of it.
Any news on the potential fix from Verizon? My issue seems to be independent of the remotes or which device is turned on first. Could be fine for a week and then pop up out of nowhere and happen back to back repeatedly following box resets. Thanks.
@NoSound4U wrote: Any news on the potential fix from Verizon? My issue seems to be independent of the remotes or which device is turned on first. Could be fine for a week and then pop up out of nowhere and happen back to back repeatedly following box resets. Thanks.
Nothing yet, I'll check again with support.
The next APR update has a fix in it for the problem. Can't say how long it will be for that update to launch. hang in there, it will be done.
I have same issue. Samsung qled. Tv fios one stb. My soundbar is a Yamaha YAS 109 and I thought the soundbar was defective. So I got a replacement one and same issue. Either Samsung tvs are an issue or the STB is defective. I believe Samsung tv is the problem. I regret and should have gone with LG
i have the same issue with the fios tv one connected to a samsung q7 connected a samsung hw90 soundbar. it is something to do with the hdmi handshake. i can work around the issue without reboot by either 1) toggle stb video mode from 1080p back to 4k or 2) on the samsung toggle the hdmi-cec. i tried new cerified cables on the chain to no avail. this is very annoying. i have technically challenged parents who watch soundless tv in long stretches until i get around to fixing this.
Nine times out of ten Fios has no sound when I switch from Netflix or Xbox or any other input device back to Fios. A little volume box appears in top right corner on Fios that says "Fixed 30" but there is no sound. The only solution I have is to unplug the Fios box to restart it and then the sound returns. I have to do this multiple times a day; is there another solution?
Mine seems to work 100% if I turn it all on with the fios remote. The Samsung remote fails all the time.
I must have something to do with the sequence.
Hi StevenV,
Is this a Samsung TV?
Yes it is
Is there no solution to this yet then?
@StevenV wrote: Is there no solution to this yet then?
Again, call Samsung and demand they fix their firmware with regards to handshake issues. If you read this thread, EVERYONE having issues owns a Samsung TV. Also look to see if there is a firmware update you can apply to your TV. Temporarily you could try unhooking the HDMI cable from the Fios Box to the TV for 10 seconds or so, then plug it back in. IT should temporarily resolve the handshake issue. Doesn't matter which end you disconnect.
Do you have details about the exact issue with the handshake that's happening? Given that earlier in the thread you said that the FiOS engineers have identified an issue and are working on a fix, it sounds like they should have a pretty good idea of exactly what's wrong. I would think that we would get farther by having FiOS work with Samsung to fix the issue rather than telling consumers to call some random 1-800 number and say something like "the HDMI handshake is broken, please fix it."
@bstpeg1 wrote: Do you have details about the exact issue with the handshake that's happening? Given that earlier in the thread you said that the FiOS engineers have identified an issue and are working on a fix, it sounds like they should have a pretty good idea of exactly what's wrong. I would think that we would get farther by having FiOS work with Samsung to fix the issue rather than telling consumers to call some random 1-800 number and say something like "the HDMI handshake is broken, please fix it."
A firmware update is coming soon, hopefully it will fix the issue. I don't have an exact date but apparently it has been looked into. I don't have the details of the issue, but it isn't the first time Samsung has had issues with other manufacturers equipment. All I am allowed to say is it SHOULD be fixed SOON.
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