How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Nathan Your Own Question
Nathan
Nathan, Installer
Category: TV
Satisfied Customers: 20486
Experience:  Custom home theater installer, authorized dealer top brands.
59725966
Type Your TV Question Here...
Nathan is online now
A new question is answered every 9 seconds

I am getting a message that say 'an inompatable audio signal

Customer Question

i am getting a message that say 'an inompatable audio signal has been received.change the out put to PCM
i have no idea what that means or what to do about it
there is no sound on some netflix sites but tv sound comes thru
Submitted: 1 year ago.
Category: TV
Expert:  Nathan replied 1 year ago.

Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.

Sorry to hear you’re having trouble.

What is the make/model of the tv?
What source device are you using here for netflix (built in tv app, roku, appletv, firetv, etc)?
What sound system are you using?

Customer: replied 1 year ago.
sharp aquois model # *****
apple tv
sound just the tv
Customer: replied 1 year ago.
the sound comes thru on most netflix and all other stations etc
it just happens on certain movies
Expert:  Nathan replied 1 year ago.

Can you tell me how you have the atv connected to your tv? Is it a hdmi cable?

Expert:  Nathan replied 1 year ago.

When you say certain movies, you mean itunes movies?

Customer: replied 1 year ago.
i mean certain netflix movies
and i do have a hdmi cable
Expert:  Nathan replied 1 year ago.

Okay there are 2 possible places to adjust this.

The first place to adjust though is to go into the atv settings, look under audio, then output format, and choose pcm/stereo.

Customer: replied 1 year ago.
where do i find atv settings
Expert:  Nathan replied 1 year ago.

Right on the home screen of the appletv. Just as you see icons for itunes, netflix, etc, there is a settings icon there. Choose it, then audio, etc

Customer: replied 1 year ago.
there is a setting for audio video but i don't see one labeled atv
Customer: replied 1 year ago.
ok found audio output but all there is is 'auto' or 16 bit
no other choices
Expert:  Nathan replied 1 year ago.

by atv I simply meant appletv settings. It was just an abbreviation.

Go into the appletv settings.

In audio if you don't see pcm choose the 16 bit option.

Customer: replied 1 year ago.
ok...chose it....i'll see if that works
Customer: replied 1 year ago.
it didn't fix the problem
Expert:  Nathan replied 1 year ago.

That was just the first option, that adjusts all output from the appletv as a universal setting.

Next step would be to change it in the netflix app itself.
open netflix, and open a show/movie, before playing it, from the start page of that movie, go into the item that says captions (subtitles) and options, and set audio there to pcm/stereo.

Customer: replied 1 year ago.
i do not see anything on the start page of the movie that shows captions, etc
how do i get there
Expert:  Nathan replied 1 year ago.

It is right on the initial page once you select a movie/show from within netflix. Before pressing play or going to start epsiode. Look on that page and you should find the options where you adjust audio settings and subtitles.

Customer: replied 1 year ago.
i don't see it
the pix from video is in the left top corner then there is a short description next to it
then below is details- cast -director and genre....then below that is play- rate -my list -more
that's all i see
Expert:  Nathan replied 1 year ago.

Try just holding down the round center button on the remote and see if that brings it up.

If not, start the movie playing, then do that.

Customer: replied 1 year ago.
i got to subtitles -audio -speakers on top of screen
under subtitles the incompatable notice comes up
audio just says 'english' when i press that
and speaker says apple tv
Expert:  Nathan replied 1 year ago.

Are you sure you're doing this with the atv remote and not the tv remote?

Customer: replied 1 year ago.
Expert:  Nathan replied 1 year ago.

Can you go back into the atv setup and run the software update function

Customer: replied 1 year ago.
it's on update automatically
Expert:  Nathan replied 1 year ago.

You can still check for updates manually.

YOu may need to update your tv firm ware as well, as this is really coming down to a hdmi communications failure between them.

Customer: replied 1 year ago.
do u want me to press update software
Expert:  Nathan replied 1 year ago.

Yes

Customer: replied 1 year ago.
i pressed update software and it said my software is up to date
Expert:  Nathan replied 1 year ago.

Okay then that is all you can do on the appletv itself, the rest will be an issue with the tv.

Your tv firmware will need to be updated the same way.

You can get the firmware update file and instructions here: http://www.sharpusa.com/Support/ProductDetail.aspx?model=LC-60LE832U

Customer: replied 1 year ago.
i went to the site and pressed download and it is in my download file but doesn't come up to see it
what do i need to do next
Customer: replied 1 year ago.
i don't have a usb memory devise
Customer: replied 1 year ago.
the instructions are very complicated and w/out a devise i cannot be sure if your fix will work.
i do not want to pay for your service till i know this will fix it
what do you suggest
Customer: replied 1 year ago.
i found a memory stick
now i need to know what they mean by FAT
Customer: replied 1 year ago.
r u still there
Customer: replied 1 year ago.
am i suppose to rate you now....i don't feel like this is complete
i don't want to give u a bad review but i need more help to fix this problem and you seem to have disappeared w/out signing off
Expert:  Nathan replied 1 year ago.

Yes, I'm here, but you need to reply only once and give me a chance to respond,

Expert:  Nathan replied 1 year ago.

when you send multiple replies like this you get lost in the queue and I don't get any of them.

You need a usb memory stick.

You have to right click on the usb "drive" and format it to the FAT format.

If you are having difficulty with this I can walk you through it by phone, but the details to do this step by step via chat are far beyond the scope of you initial question here, and if you make any mistake in the process of the update you can cause permanent damage to the tv, to the point that you'd have to buy a new one

Customer: replied 1 year ago.
ok
how long do i have to wait.
i have an appt to go to in 20 min
Expert:  Nathan replied 1 year ago.

Wait for what?

I was just saying I didn't get your earlier messages until just now.

I gave you the instructions and told you how to format it.

If you need further help we can do so by phone.

Expert:  Nathan replied 1 year ago.

For that you'd need to accept the phone support offer I sent.

Customer: replied 1 year ago.
i don't want to accept it unless you can fully walk me thru the downloading of the new software
and i have an appt i need to get to in 20 min so
i don't think we will have time to do it now
how can we hook up later to finish this.
i will talk on the phone if you can guarantee you can help me w/formatting the memory stick and download software but it will have to be continued tomorrow
how do we do that
Expert:  Nathan replied 1 year ago.

We do not have to do it now, we can go through it later tonight or tomorrow.

If you want to accept the service now, we can schedule a time for the call.

And yes, I will walk you through it.

Customer: replied 1 year ago.
i am going now
how do we continue this at a later time
Expert:  Nathan replied 1 year ago.

You will need to bookmark/favorite this chat and return to this page to follow up with me later.