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Louie
Louie, Technician
Category: Home Theater-Stereo
Satisfied Customers: 1171
Experience:  Have been in the business 25+ yrs., down to component level.
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The apps on my smart tv no longer have sound, Samsung & it's

Customer Question

The apps on my smart tv no longer have sound
JA: What's the make and model of your tv, and can you guesstimate how old it is?
Customer: Samsung & it's 2 years old. I'm getting the model now
JA: What happened right before this popped up? What troubleshooting have you tried?
Customer: ive checked the settings on the tv
JA: Anything else you want the theater expert to know before I connect you?
Customer: it was fine until my child was watching tv
Submitted: 7 months ago.
Category: Home Theater-Stereo
Customer: replied 7 months ago.
Hello
Expert:  Russell H. replied 7 months ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

Customer: replied 7 months ago.
Great
Expert:  Russell H. replied 7 months ago.

I think it might be that your child pressed the MUTE button on the remote by accident.

That might mute the sound from all the apps. It's the first thing I have thought of when reading your question.

Try seeing whether that might be the cause - and the cure (pressing the Mute button once more, simply.)

Customer: replied 7 months ago.
My tv is Samsung, LED tv series 6300
Customer: replied 7 months ago.
I've already tried
Customer: replied 7 months ago.
I thought so too
Customer: replied 7 months ago.
I'm going back in now
Customer: replied 7 months ago.
No luck
Expert:  Russell H. replied 7 months ago.

I presume that the sound on the TV (regular TV video and audio) is still in good condition. Is that the case?

Also make sure that, when in the apps, or in one app, you turn up the volume a bit, of course. Volume at minimum for the apps would turn the sound off essentially.

Customer: replied 7 months ago.
Tv is perfect
Customer: replied 7 months ago.
We connect the audio through the Bose sound system
Customer: replied 7 months ago.
I've checked amazon prime, Netflix & utube
Expert:  Russell H. replied 7 months ago.

Is that also how you get audio from the apps? through the Bose?

Customer: replied 7 months ago.
works perfect on tv & I have the app in my iPhone and it works too
Customer: replied 7 months ago.
Sound touch app
Expert:  Russell H. replied 7 months ago.

Then try going into your TV's MENU (it will show up on the screen when that button is pressed).

Look in the Sound Settings. There may be an option to choose External Speakers, for the Sound.

Tell me what Sound Settings you find. One of them may be the key to this problem.

(There is a listed solution I found: a total reset of your TV, then setting it up again in detail. I would prefer to try for something a little easier for you.)

Expert:  Russell H. replied 7 months ago.

Also try changing (if HDMI cables are involved, between the Bose and the TV) the HDMI port #'s sound settings from Analog to Digital sound.

Customer: replied 7 months ago.
I'm in the sound section
Customer: replied 7 months ago.
Sound mode = standard
Sound effect = not available
TV sound output = receiver
Customer: replied 7 months ago.
Additional settings
Audio format PCM
Customer: replied 7 months ago.
Photo
Expert:  Russell H. replied 7 months ago.

Try going to the Smart Hub.

What shows up there? in those settings?

Expert:  Russell H. replied 7 months ago.

Go back from there to Speaker Settings (in Sound settings)

and Additional Settings (in Sound settings.)

What shows up there?

Expert:  Russell H. replied 7 months ago.

Also - is there an HDMI cable from the TV to the Bose ? if so what port on the TV is the HDMI cable connected to?

Customer: replied 7 months ago.
Speaker settings
TV sound output - Receiver
Customer: replied 7 months ago.
Speaker settings
Customer: replied 7 months ago.
Looks like on power
Customer: replied 7 months ago.
That's odd
Customer: replied 7 months ago.
This is the other part of the Bose system
Customer: replied 7 months ago.
The unfortunate part of this is that the TV is mounted on wall & all cords go through the wall
Customer: replied 7 months ago.
It was professional installed
Expert:  Russell H. replied 7 months ago.

So we cannot switch cables, that's OK.

It appears it is all in the settings, then.

It is getting late for me - could we resume this case tomorrow?

Customer: replied 7 months ago.
Sure... what time?
Customer: replied 7 months ago.
I'm on eastern standard time
Customer: replied 7 months ago.
Good Morning
Expert:  Russell H. replied 7 months ago.

Good morning. I'm somewhat ready to resume the session, when you are quite ready also. Choose a time that's convenient for you, for sure.

Customer: replied 7 months ago.
Good Morning, ok so I've done more research & others have report the same problem with the Anynet+
Customer: replied 7 months ago.
Some say unplugging & waiting 10 mins works
Expert:  Russell H. replied 7 months ago.

I have to admit honestly that I don't know what the Anynet+ is... a feature of the TV? a device hooked up to it? a network adapter or router box?

Try that, it can't hurt any device and might help - though not this problem, I suspect.

Customer: replied 7 months ago.
Says it gives the HDMI a chance to recover?
Expert:  Russell H. replied 7 months ago.

Try that, it can't hurt any device and might help - though not this problem, I suspect.

Customer: replied 7 months ago.
I'm open to any suggestions
Expert:  Russell H. replied 7 months ago.

"Some say unplugging & waiting 10 mins works."

Try it.

Customer: replied 7 months ago.
Just unplugged
Customer: replied 7 months ago.
What seems odd is that when on Netflix, I was able to access the Bose settings. When I first accessed earlier this morning, it appeared as though I lost internet connection.. thought I had done some AGAIN but it just happened a second time
Customer: replied 7 months ago.
Unplugging is my only choice
Customer: replied 7 months ago.
I'll recheck in 10 mins & give you an update
Expert:  Russell H. replied 7 months ago.

OK.

Customer: replied 7 months ago.
That didn't work & my family says I have to go out with them
Customer: replied 7 months ago.
Later today?
Expert:  Russell H. replied 7 months ago.

Later today is fine. Maybe I will have thought of another approach by then... I admit I have none, myself, for now, so a break now is ideal for us.

Customer: replied 7 months ago.
Earlier I thought I was in Bose settings but actually probably Samsung.. I did check these settings
Expert:  Russell H. replied 7 months ago.

Thanks for the image you just posted - That's not the Bose, because it's on the TV screen. I don't think the Bose's settings CAN be on the TV screen.

Expert:  Russell H. replied 7 months ago.

Let me know when you would have an hour to try other things that I have thought of.

Thanks.

Customer: replied 7 months ago.
Hi Russell, are you avail that we may get this thing going?
Expert:  Russell H. replied 7 months ago.

I'm sorry - Sunday evening I was not available.

With apologies, I offer further help.

The last image you posted suggested a change or two be tried to the Sound Settings on the TV screen:

- change Digital Output from Bitstream (Unprocessed) to some other option.

If no other option there allows sound from apps after a minute or two of app use, then choose the original option again - especially if any of the other options block sound from the TV programs/normal-TV.

- also if that all fails, tell me what other options are under Downmixing Mode aside from Normal Stereo.