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Louie
Louie, Technician
Category: Home Theater-Stereo
Satisfied Customers: 1128
Experience:  Have been in the business 25+ yrs., down to component level.
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We came back from our vacation and our house sitting must

Customer Question

we came back from our vacation and our house sitting must have changed some setting . We are gettn=ing no sound
JA: How long has this been going on?
Customer: since we turned the unit on after we got back everything worked perfectly before then
JA: What's the make and model of your tv, and has turning it on been a problem in the past?
Customer: Its a vizio and there has never been a problem
JA: What troubleshooting have you tried?
Customer: Checked the input settings and changed the audio to auto
JA: The theater expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: no
Submitted: 6 months ago.
Category: Home Theater-Stereo
Expert:  Nathan replied 6 months ago.

Hello, I’m Nathan, and I’ll be assisting you today.

Sorry to hear that you’re having trouble with this but I’ll do my best to help you out.

Do you get your sound through the vizio tv speakers? Or do you have a surround sound system or soundbar?

What is the model of the tv?
Does this happen on all sources/inputs?

Customer: replied 6 months ago.
The sound for the TV comes from the HDMI output from the cable box.This is happens on all sources/inputs
Expert:  Nathan replied 6 months ago.

Okay, other than mute, there is no setting that would readily cause this.

First, please unplug power to the cable box for 60+ seconds to reboot it.
If no change, I need to have you please specifically test another device on this tv (dvd, game, apps, etc) and let me know if you get any sound there.

Customer: replied 6 months ago.
I downloaded the manual and verified the audio select is in autoI also had to change the input so that the TV saw the HDMI signal.I am resetiting the cable box nowA
Expert:  Nathan replied 6 months ago.

Thank you

Customer: replied 6 months ago.
Its going to take about 4 more minutes to reset
Expert:  Nathan replied 6 months ago.

No problem, take your time. It can be a slow process to boot back up.

Customer: replied 6 months ago.
Just rebooted. Still no sound
Expert:  Nathan replied 6 months ago.

Okay can you test something else on the vizio other than the cable box?

Customer: replied 6 months ago.
I just loaded the DVD player....picture works still no sound
Customer: replied 6 months ago.
Are you still there?
Expert:  Nathan replied 6 months ago.

Yes I'm here, your message just came through, thanks.

Can you give me the model number of the tv?
Was dvd on hdmi also?

Customer: replied 6 months ago.
The DVD is through an analog input
Expert:  Nathan replied 6 months ago.

Has it worked previously, on that same connections (no wiring has been changed)?

Tv model?

Customer: replied 6 months ago.
Why do you need the model number of the TV. There are no audio outputs from the TV
Customer: replied 6 months ago.
There have been no changes in wiring. My guess is the house sitting couldn't get the system to work and messed with the AV Reciever
Expert:  Nathan replied 6 months ago.

I asked you from the very beginning how you got your sound, and this is the first I'm hearing of an AV receiver.

Customer: replied 6 months ago.
are you still there?
Customer: replied 6 months ago.
I mean't to say house sitter
Expert:  Nathan replied 6 months ago.

Yes, I am here, and I am trying to help you.

To do so, I need complete and accurate details.

Our entire conversation up to this point is now irrelevant if you have an av receiver.

Customer: replied 6 months ago.
I provided that information when I first submitted the question. I included the model number of the AV receiver as well. Did you not get this information
Expert:  Nathan replied 6 months ago.

No, there is no model information anywhere here.

Customer: replied 6 months ago.
It's a Yamaha RX-V2700 Have you worked with this device before?
Expert:  Nathan replied 6 months ago.

Yes, I have, but we've been approaching this entire question not knowing that was in the mix.

Please tell me exactly what you see on the yamaha display screen right now.

Customer: replied 6 months ago.
The top bar shows a red Arrow next to DVD and then Stereo 7 Channel
Expert:  Nathan replied 6 months ago.

What do you see when you switch it back to cable?

Customer: replied 6 months ago.
DVT
Customer: replied 6 months ago.
Same Stereo & Channel. I have tried changing all of the inputs without sucess
Expert:  Nathan replied 6 months ago.

If you switch over to the radio (fm tuner) do you get any sound there?

Customer: replied 6 months ago.
No
Customer: replied 6 months ago.
The volume bar does change though
Expert:  Nathan replied 6 months ago.

Do you have an antenna connected and are tuned to a station that you have been able to receive before? If not, the test doesn't really tell us anything as you'd only get silence otherwise
Do you see anything on the yamaha display that looks like a pair of headphones?

Customer: replied 6 months ago.
Expert:  Nathan replied 6 months ago.

Okay, are there any headphones plugged into the front currently?

Customer: replied 6 months ago.
It's the older headphone connector though and I don't have an adapter
Expert:  Nathan replied 6 months ago.

If you are seeing that icon, the amp is in headphone mode. Perhaps your sitter was using headphones with it;

the system is stuck in that mode, which shuts down all the other speakers.

There is a microswitch inside the headphone port that can get stuck, causing this.

Try taking a qtip and poking it in there repeatedly, to try to get that switch loose.

Customer: replied 6 months ago.
I was a able to use my iphone headphone connect was able to hit the microswitch several times. When it clicked the head phone light displayed on the screen. I cycled it on and off several times. I can hear the switch click
Expert:  Nathan replied 6 months ago.

Were you able to get it released? When it is "off" then the main speakers will come back on and your sound should return.

Customer: replied 6 months ago.
The switch worked as it was supposed to and the sound has not returned. The headphone light was not on when we started this session. I don't believe the switch was ever stuck and I don't believe this port has ever been used
Expert:  Nathan replied 6 months ago.

I asked if you were seeing the headphone icon on the display, and you indicated you did. That is why we were discussing this possibility.

I'm sorry, but I will need to opt out at this point as we are now an hour into this and not getting anywhere productive.

If you'd like to switch to the phone that may be a more efficient means of communication, otherwise I'll exit our session now and perhaps another tech would be willing to assist.

Customer: replied 6 months ago.
When you said Headphone display I thought you mean't the headphone connection. You are right, I thin your opting out is best. I have already been bait and switched for the cost and now you want to charge more. I am done
Expert:  Nathan replied 6 months ago.

I'm simply trying to help Rob, and I apologize if there has been any misunderstanding on my end, but I've asked for several details that I either didn't receive or were incorrect, which makes it difficult for me to give you proper direction. I'm not trying to get more out of you, this is simply not productive for either of us if I don't have the necessary information to work with.