Visitor
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1 Message
Why do I get video but no sound ?
I hooked up my new service box but get no sound only video. I tried usual reasons, volume, mute, input etc. but nothing worked. Can you help?
Visitor
•
1 Message
I hooked up my new service box but get no sound only video. I tried usual reasons, volume, mute, input etc. but nothing worked. Can you help?
XfinityCliff
Official Employee
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796 Messages
4 hours ago
Hello @user_6kbn61, and thank you for reaching out on our Xfinity Community forums and for letting us know what you’ve already tried.
Getting a picture but no sound usually means the box is successfully communicating with the TV for video, but something in the audio connection or settings still needs some attention.
Could you let us know what type/model of Xfinity box you just installed and the make/model of the TV? Also, is the Xfinity box connected directly to the TV with an HDMI cable, or does the HDMI connection pass through a soundbar or home theater receiver?
In the meantime, there are a few additional things worth trying. Please disconnect and firmly reconnect the HDMI cable on both the Xfinity box and TV. If your TV has another HDMI port available, try moving the box to that port. If you have another HDMI cable available, trying a different cable can also help rule out an HDMI audio-handshake issue.
You can also restart both devices by unplugging the Xfinity box and TV from power for about a minute, reconnecting the TV first, and then powering the Xfinity box back up. If you use a soundbar or receiver, temporarily connecting the Xfinity box directly to the TV can help determine whether the audio issue is occurring between that additional equipment and the TV.
Let us know what equipment you’re working with and what happens after trying those steps, and we can continue troubleshooting with you.
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