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Cons123

Mentor

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22 Messages

Mon, Jul 30, 2018 12:43 AM

No sound on some Channels with AT&T TV Now app on Samsung Smart TV

Some channels have sound, some channels do not. I have tried all the fixes listed in suggestions at this site including reinstalling the AT&T Now app several times. It is not possible to delete it from what I can tell from the Samsung Smart TV. I suspect it is the AT&T Now app that has been utilized for Samsung smart TVs. Unfortunately I just signed up for 3 months of AT&T TV now and I'm stuck with it for 3 months. I can't listen to CNN, NBC and several other channels. 

Responses

Accepted Solution

Official Solution

ATTTVNOWHelp

Community Support

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2.2K Messages

1 year ago

Hi all,Orange_Gear.jpg

 

We are aware of the audio issue affecting streaming for some of our customers using 2018 Samsung Smart TVs and we are working with Samsung to minimize this. To view programming, you can use a streaming device, like Roku or Firestick, until a permanent fix is completed. We do not have an estimated time but I can assure you, it is being addressed. 

 

Software Update for Samsung TVs - UN/ QN Models

A software update to resolve was launched recently for the 2018 (UN/QN) models getting no audio - please ensure that your TV software has been updated. Note: 2017 models (beginning with UM/QM) are unaffected.

  • To update over the internet, go to Settings > Support > Software Update, and then select Update Now. New updates will be downloaded and installed, but if there aren't any new updates, select OK to exit.

Last updated: 5/8/2019

 

-ATTCare

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Accepted Solution

Official Solution

Employee

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287 Messages

1 year ago

This issue is still under investigation.

 

Customers with affected TV's, Samsung TV's mfd. in 2018, with model numbers beginning with UN/QN (2017 TV's have UM/QM, and are unaffected), will likely need to stream to another device (Amazon FireTV & Stick, Roku & Roku TV's, Apple TV (Generation 4 & newer), Chromecast, Chrome and Safari web browsers, and iPhone, iPad, and Android devices) until a fix is determined.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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3 Messages

2 years ago

I’m experiencing the exact same thing with my Samsung TV. It’s not the TV, it’s the app on the tv. It’s very frustrating that some channels are muted and others have sound. There seems to be no way to change this via the app. 

beww357

ACE - Master

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4.6K Messages

2 years ago

Make sure Dolby is disabled, DTVN does not support it.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Cons123

Mentor

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22 Messages

2 years ago

Thank you for the suggestion. I disabled Dolby, by changing it to PCM and then reinstalled the app and still there's no sound on the same channels.

Cons123

Mentor

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22 Messages

2 years ago

Anyone from DTVN technical employees care to respond? I appreciate the community input but I'm paying money to AT&T and I can't use the service. Anyone out there that is an employee? Any hotfixes in the works? There are multiple people having system problems as I am especially with no sound on several channels for the recently-released Samsung smart TV app for dtvn.

bcbsncjlj

ACE - Expert

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19.2K Messages

2 years ago

No support personnel located here. Only other users like yourself with an occasional admin passing by. Report it to the support reps using the chat. That's all you got. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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7 Messages

2 years ago

Re: No sound on some Channels with DirecTV Now app on Samsung Smart TV

I have the same problem.  Tried the chat session looking for a fix.  They said they would open a ticket and fix on with a "server update" and I would be notified by email when it was fixed.  That was 2 days ago.  I'll post an update if they notify that its fixed.

Tutor

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5 Messages

2 years ago

** IN the Fire TV settings **

Display and sounds

Audio

Dolby Digital out

Set it to the top option (Dolby Digital Plus Automatic)

Restart Fire TV

 

Worked for me.

Contributor

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3 Messages

2 years ago

I just purchased a Samsung QLED Smart TV the DirecTV Now app is pre-installed and like everyone on this thread I have no sound on my local channels NBC ABC AND CBS. I have no sound on the majority of the channels that I enjoy watching. I reached out to Samsung - they removed the app, re-installed and still no sound.  Can someone with AT&T please please help

Tutor

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5 Messages

2 years ago

go here -

** IN the Fire TV settings **

Display and sounds

Audio

Dolby Digital out

Set it to the top option (Dolby Digital Plus Automatic)

Restart Fire TV

Worked for me.

Contributor

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3 Messages

2 years ago

I’m not using a fire stick. I’m using the Directv Now App that’s on my TV

Tutor

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3 Messages

2 years ago

My issue was fixed a few weeks ago.  I’m not sure how or by who. But all of my channels now have sound. 

Voyager

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3 Messages

2 years ago

Thedondc, what is the Samsung beta DirecTV Now app version showing on your TV?

Contributor

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3 Messages

2 years ago

DirecTV Now Beta 1.4 the last update 8/1/2018