As beautiful as the image on your screen is, sound still remains an important function, or you will not get the full experience of your favorite show or movie. Fortunately, as frustrating as sound dropout can be, your TV is rarely the reason for it. Your TV comes with a Sound Test so you can easily scan for audio issues. Or, you can check the ports and connections to make sure everything is secure. If the issue persists, you can update the TV’s software as well.
Note:Information provided applies to Smart TVs sold in Canada. Available screens and settings may vary for televisions sold in other countries.
Increase the TV’s volume
The simplest way to solve an audio issue on your TV is to try increasing the volume.
1Using your TV’s remote, press the Volume up button.
2If you cannot see the volume displayed on the screen, navigate to Settings, then select Sound, and then select Sound Output. Select TV Speaker. You will now be able to see the volume displayed on the screen.
3If your TV is connected to an external device, you can check the volume settings on the device as well.
Perform a Sound Test
You can use your TV’s Sound Test to automatically scan for audio issues.
1On your TV, navigate to Settings, then select Support, and then select Self Diagnosis.
2Select Sound Test and wait for the test to finish.
3If the test reveals a problem, you can try resetting the sound. From Settings, select Sound, then select Expert Settings, and then select Reset Sound.
Note: If you are still experiencing an issue after resetting the sound, visit our Support Center to request service.
Check for a software update
Updating your TV’s software may fix audio issues, including sound dropout.
1On your TV, navigate to Settings, and then select Support.
2 Select Software Update. You can refer to our guide for more information about updating your TV’s software.
3 It’s also a good idea to update the software on any external devices that are connected to your TV. If the device is a Samsung product, please check your user manual if necessary.
Note: Checking for updates is typically only needed when the issue began with the previous software update.
Test the HDMI cable
Some TVs have an HDMI cable test. If your model does not have this test, you may need to update the software first. If the test does not appear after the software update, or if your TV is not connected by HDMI, please skip to the next section.
The test is designed for HDMI cords less than 2 meters long and may not give accurate results on longer cords. It is designed only for devices which include a video signal and will not work with soundbars or home theater systems.
1To perform the test, make sure the TV's source is set to the HDMI port for the cable that you want to test.
2Navigate to Settings, then select Support, and then select Self Diagnosis.
3Select Signal Information, and then select HDMI Cable Test.
4Select Start Test and wait for the test to finish.
5If the test finds an issue with the cable, please replace the cable. Service is not required.
Note: 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 external device’s cable
A loose connection on your external device or devices can also cause audio dropouts.
1Make sure the cable connections are undamaged and secured at both ends. If needed, replace the cable.
2If a different port on your TV is available, reconnect to it instead.
3 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.
Note:For set top boxes (STB), we recommend contacting your cable or satellite provider instead of the manufacturer. Set top boxes can sometimes drop or lose transmitted signals because the signal is weak, causing audio dropouts. Your provider may need to boost the signal, remove older cable wiring and cable splitters, and then replace them.
Connect a different external device
If you are still experiencing audio issues with your current external device or devices, you can try using a new external device instead.
1Using the same cables, connect a different device to your TV.
2If there are no more audio dropouts, then the issue was caused by your previous external device.
3Contact the previous device’s manufacturer for further assistance.
Request service
If the audio continues to drop out after following all of the above steps, please visit our Support Center to request service.
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