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Tutor

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9 Messages

Fri, Jul 27, 2018 2:47 AM

Samsung smart tv no sound on certain channels using Directv now

I have no sound on certain channels when I’m using directv now app on my 2018 Samsung tv. 

Responses

Accepted Solution

Official Solution

bcbsncjlj

ACE - Expert

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19.5K Messages

a year ago

Well since you have cancelled it seems it does not matter. Either way they will not be offering the service for $10. Both subscribers who have Samsung smart tv's are adding external devices if they still want the service.

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*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.
Brand User
ATTHelp

New Member

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120.3K Messages

2 years ago

Thanks for reaching out to us @Sogibm! We want to get this working for you! Have you tried to do any trouble shooting steps to help with this? Like clicking the volume buttons on your remote, or uninstall and reinstall the DIRECTV NOW app from your TV? Does this also happen on one specific channel or all channels? Let us know, we are here to help!

 

JayN, AT&T Community Specialist

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*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.
beww357

ACE - Master

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4.6K Messages

2 years ago

Disable any Dolby or SRS functions on the TV. DTVN does not support them and it can lead to odd results.

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*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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9 Messages

2 years ago

It only happens on certain channels, I tried reinstalling the app as it comes pre-loaded on my 2018 Samsung smart TV.

I dont see a way to actual delete it from the TV as that option is grayed out.

I tried disabling any Dolby options under sound expert settings and using PCM this did not change anything.

I even tried a Bluetooth speaker.

Brand User
ATTHelp

New Member

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120.3K Messages

2 years ago

Thank you for this info. Allow me to provide you a link where it can help you on how to troubleshoot this sound issue, as well on how to reisntall the app from your Samsung TV. Hope this is of help.

https://soc.att.com/2L7vkcl

 

Frank, AT&T Community Specialist

 

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*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.
beww357

ACE - Master

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4.6K Messages

2 years ago

That link tells him to uninstall and reinstall, but part of his complaint was he could not delete (uninstall) the pre-installed app.

 

Might help if you told him how to delete it. Others have mentioned this as well.

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

I have precisely the same problem with a new Samsung Smart TV. Some channels have sound, some channels do not. I have tried all the fixes listed in this chain including reinstalling the DirecTV 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 DirecTV Now app that has been utilized for Samsung smart TVs. Unfortunately I just signed up for 3 months of Direcctv now and I'm stuck with it for 3 months. I can't listen to CNN, NBC and several other channels. Unfortunately my cable will be turned off in a day or two. I will probably have to go to Hulu Live TV which does not appear to have these problems unless I could get some kind of response that works. Can't even really contact DirecTV now to talk with someone as there's no information on how to do that.

Tutor

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7 Messages

2 years ago

I'm having the exact same problem. 

 

Took delivery of a new UN55NU7100FXZA 2160P SMART 4K U  Model UN55NU7100FXZA and signed up for the Directv NOW $10/month for 3 month promo.  I get no sound on about half the channels. 

 

Opened a chat session and they recommended reinstalling the app and setting sound to PCM.  It did not fix the problem.  They opened a ticket and said there was something they would do on their servers to correct the issue.  That was 2 days ago. 

 

I also had an issue trying to reply the 1st episode of a series I recorded.  It simply fails to load and tells me it had a problem.

 

Tutor

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9 Messages

2 years ago

I am still without sound on certain channels and apparently Direct now/ ATT could care less. Paying for a service and receiving sound only on half the channels with no response from ATT is poor customer service.

Where do I cancel?

beww357

ACE - Master

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4.6K Messages

2 years ago

It might help if someone could post the channels that have no sound with the Samsung app. Maybe someone at DTVN would know what it is all those channels have in common. There has to be some difference between those that work and those that don't.

 

 

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*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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9 Messages

2 years ago

Here is a partial List of channels with no sound:

Animal Planet

Audience

AXS

Baby First

BBC America

C-Span

C-Span 2

CBS Sports

CNN

Fox HD1

Foxhd 2

Hallmark

National geographic

reelz

SYFY

Teen nick

Velocity

Do I Need to go on?

Cons123

Mentor

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22 Messages

2 years ago

Seems like precisely the same issue which makes me think it's the dtvn app for Samsung smart TVs. I tried all the fixes mentioned including changing to PCM. No luck I appear to have the same channel issues that you do although I didn't have the patience to go through all of them. I did a chat today and they walked me through certain fixes and then elevated it to a supervisor who is supposed to call me. Hopefully that will be soon. Assuming I get an update I will post the update in this chain. Perhaps open a chat with a technical advisor and explain the commonality of those of us that have the Samsung Smart TVs have. They may then escalate it and realize it is likely an app related issue for the Samsung smart TVs.

Cons123

Mentor

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22 Messages

2 years ago

Well here's a strange little update. Tried CNN and now I have sound on that channel but still no sound on others. Anyone else have the same effect?

Tutor

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9 Messages

2 years ago

Yes I have sound on cnn
Cons123

Mentor

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22 Messages

2 years ago

But still no sound on C-Span 1, C-SPAN 2, KCAL (local), CBS, and probably many other channels as well but I also am getting "The video is taking longer than it should to load. Thanks for your patience" message on about half the channels. Therefore I'm not sure if I get sound on the other channels.