How do I fix audio issues?

Sound issues can affect one or more channels. Issues can vary from poor sound quality, to audio-video synchronization, to full sound loss in one or all channels.

If the sound issue affects all televisions in the home, the sound issue cannot be solved using general self-troubleshooting and a service call is necessary. Please call Sparklight’s 24/7 Technical Care Center at 877-692-2253 for further support.

If the issue is not impacting all television sets, you can first try these troubleshooting steps at home:

1. Verify Secondary Audio Programming (SAP) is turned off. This can be done in one of two ways:
   1. If your television remote has a button labeled “SAP,” “MTS” or “Audio Select,” press it to disable SAP.
      
      
   2. Access the audio menu of your television and disable SAP. Your television menu should have options like “Setup,” “Audio Setup,” or “Audio” and search for MTS or SAP options.
      
      
2. Verify your TV volume is set to optimal settings. If you have a digital HD receiver, your digital HD receiver should be set to 75% of maximum volume and you should control the volume of your program using the television remote.
   
   
3. Verify the audio connections, especially if your audio connections are separate from your video connections. Audio connections should be plugged into the “input“ port on your television and connected to the “output” port of the device sending the audio signal. All connections should be firmly secured using hand-tightening. (Never use any tools to tighten connections. It may permanently damage the equipment.)
   
   
4. Validate Dolby® Digital settings:
   1. If your sound issue is only affecting digital channels on your digital HD receiver, Dolby® Digital audio settings may need to be disabled.
      
      
   2. Press the “Menu” button twice using your Sparklight remote.
      
      
   3. Select “Setup’ from the menu.
      
      
   4. Select “Audio Setup.”
      
      
   5. Verify Dolby® Digital is set to “OFF” by using the left and right arrows on your remote.
      
      
5. Disable Closed Captioning on your TV:
   1. Some televisions have a CC (Closed Captioning) button located on the remote specifically made for the TV. By pressing this button multiple times you can scan through all possible CC settings eventually landing on “Off.” Alternatively, you can access your TV audio setup menu and change Closed Captioning to “Off.”
      
      
6. If you are unable to resolve the sound issue after going through the above troubleshooting steps, unplug the power to your digital HD receiver for 10-15 seconds and then plug it back in.
   
   
7. If the audio issue persists after completing all steps outlined above, please contact our 24/7 Technical Care Representatives at 877-692-2253.

Dolby® Digital is on and there is no sound. Can I fix this?

Dolby® Digital is an audio setting that may need to be turned off for some televisions to produce audio on digital channels.

1. Press “Menu” on your Sparklight remote, twice.
   
   
2. Select “Setup.”
   
   
3. Select “Audio Setup.”
   
   
4. Using the up and down arrows on the remote, scroll down to “Dolby® Digital.”
   
   
5. Using the right and left arrows on the remote, select “Off.”
   
   
6. Exit the menu to complete the audio setup change.