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Hello, What's the model number off of the back of the Sony please?
Also what remote is it you're using- is it the original Sony remote, a Cable box remote, Home Theater remote, Universal remote, etc.?
Thank you for the reply. Please first try a hard reboot of the set, by disconnecting it from power then press and hold the power button on the TV itself (not the remote) for 10 seconds and let me know what happens. In the meantime I will see what I can find on this problem.
Okay, after re-reading the symptoms you posted, it sounds like the audio was accidentally set to "Fixed" in the MENU under Audio/Sound.
Since the manual doesn't show me ANY option in the Sound MENU, can you please press "MENU", scroll down to "SOUND" press OK/ENTER and let me know what options you find? There should be one for "Volume Fixed/Variable". You will want to select Variable. Let me know.
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Go to RESET. Press Enter/OK. The ntell me if you have the same issue when using the SONY remote.
Hello there please select the "Speakers" then Audio System - Headphone/Audio Out: Audio Out - Audio Out: Variable
Does this work please?