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Original topic:

Sound not working on Crystal UHD tv

(Topic created: 06-08-2024 12:39 PM)
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DMK1
Constellation
Options
LED and OLED TVs
  • the sound on my new Crystal UHD 4 K smart tv is not working. i do not have a sound bar connected either.

1 Solution


Accepted Solutions
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
LED and OLED TVs

Hello! Thank you for reaching out! I see how this can be a cause for concern with your TV having no audio. Please try the following below to see if this helps.

 

 

  • Perform a Sound Test.

    Navigate to Settings > Support > Self Diagnosis, and then select Start Sound Test.

    If the issue occurs during this sound test, visit our Support Center to request service. 

  • Check for updates on your TV and the external device.

    Check to see if there are any software updates available for your TV. Navigate to Settings > Support > Software Update. For more information, see our guide on updating your TV's software.

    Make sure to update the software on your external device, too. Consult the user manual of the device for more details. You can find Samsung user manuals at our Download Center.

 

Checking for updates is typically only needed when the issue started with the previous software update.

 

  • Perform a cold boot on the TV.

    Cold booting a Samsung TV drains the charge and resets the main board. While your TV is turned on, press and hold the power button on your TV remote until the TV turns off and back on. When your TV comes back on, check and see if the audio is back to normal. If it's not, proceed to the next step.

  • Test the HDMI cable.

    Some TVs have an HDMI cable test. Some models only have this test after a software update, and older models do not have it. If your model does not have this test, or is not connected by HDMI, skip to the next step.

    The test is designed for HDMI cords less than 2 meters long and may not give accurate results on longer cords. It is also designed only for devices which include a video signal (so not for a sound bar or home theater system).

    To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings > Support > Self Diagnosis > Signal Information > HDMI Cable Test > Start Test.

    If the test says the cable is bad, replace the cable. Service is not required.

 

In the rare cases where the TV's HDMI port is defective and causing audio dropout, it will typically cause video dropout, too.

 

  • Disconnect and reconnect the cable leading to the external device.

    Loose connections can cause dropouts, so make sure to reconnect the cable at both ends, and check if you still experience dropout. If you do, try using a new cable.

    If a different port on your TV is available, reconnect to it instead. If the dropout stops, then reconnect the cable to the original port to confirm if it still experiences dropout. If the dropout happens on one port but not on another, visit our Support Center to request service.

 

For set top boxes (STB), instead of contacting the manufacturer, you will want to contact your cable or satellite provider. Set top boxes can sometimes drop or lose transmitted signals because the signal is weak, causing an audio dropout. Your provider may need to boost the signal, or remove older cable wiring and cable splitters and replace them with ones that have less signal loss.

 

  • Connect a different device.

    Using the same cables, connect a different device. If there is no more audio dropout, then the issue is caused by your external device that was originally connected. Contact its manufacturer for further assistance.

 

 

If this does not help then this will be something that will require service. Depending on your warranty you will have a couple of options.

 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/

 

View solution in context

1 Reply
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
LED and OLED TVs

Hello! Thank you for reaching out! I see how this can be a cause for concern with your TV having no audio. Please try the following below to see if this helps.

 

 

  • Perform a Sound Test.

    Navigate to Settings > Support > Self Diagnosis, and then select Start Sound Test.

    If the issue occurs during this sound test, visit our Support Center to request service. 

  • Check for updates on your TV and the external device.

    Check to see if there are any software updates available for your TV. Navigate to Settings > Support > Software Update. For more information, see our guide on updating your TV's software.

    Make sure to update the software on your external device, too. Consult the user manual of the device for more details. You can find Samsung user manuals at our Download Center.

 

Checking for updates is typically only needed when the issue started with the previous software update.

 

  • Perform a cold boot on the TV.

    Cold booting a Samsung TV drains the charge and resets the main board. While your TV is turned on, press and hold the power button on your TV remote until the TV turns off and back on. When your TV comes back on, check and see if the audio is back to normal. If it's not, proceed to the next step.

  • Test the HDMI cable.

    Some TVs have an HDMI cable test. Some models only have this test after a software update, and older models do not have it. If your model does not have this test, or is not connected by HDMI, skip to the next step.

    The test is designed for HDMI cords less than 2 meters long and may not give accurate results on longer cords. It is also designed only for devices which include a video signal (so not for a sound bar or home theater system).

    To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings > Support > Self Diagnosis > Signal Information > HDMI Cable Test > Start Test.

    If the test says the cable is bad, replace the cable. Service is not required.

 

In the rare cases where the TV's HDMI port is defective and causing audio dropout, it will typically cause video dropout, too.

 

  • Disconnect and reconnect the cable leading to the external device.

    Loose connections can cause dropouts, so make sure to reconnect the cable at both ends, and check if you still experience dropout. If you do, try using a new cable.

    If a different port on your TV is available, reconnect to it instead. If the dropout stops, then reconnect the cable to the original port to confirm if it still experiences dropout. If the dropout happens on one port but not on another, visit our Support Center to request service.

 

For set top boxes (STB), instead of contacting the manufacturer, you will want to contact your cable or satellite provider. Set top boxes can sometimes drop or lose transmitted signals because the signal is weak, causing an audio dropout. Your provider may need to boost the signal, or remove older cable wiring and cable splitters and replace them with ones that have less signal loss.

 

  • Connect a different device.

    Using the same cables, connect a different device. If there is no more audio dropout, then the issue is caused by your external device that was originally connected. Contact its manufacturer for further assistance.

 

 

If this does not help then this will be something that will require service. Depending on your warranty you will have a couple of options.

 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/