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The picture doesn't fit my screen and I don't have an option…

Customer Question
The picture doesn't fit...

The picture doesn't fit my screen and I don't have an option to correct it. The mode is on SOP, for the blind to watch TV & can't turn it off.

Technician's Assistant: What's the brand and model number of your TV? How old is it?

Model No you andD50038

Technician's Assistant: Does the TV menu work? Do you have the same problem on all sources/inputs?

UN22D50038F

Technician's Assistant: How long has this been an issue? What happened right before this?

The screen size has been several months but SOP happened this morning.

Technician's Assistant: Anything else you want the TV Expert to know before I connect you?

No, thank you.

Submitted: 3 months ago.Category: TV
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Answered in 1 minute by:
3/10/2018
TV Technician: Jack, Technician replied 3 months ago
Jack
Jack, Technician
Category: TV
Satisfied Customers: 11,340
Experience: 40 years experience as audio,video repair and installation tech
Verified

Hi , my name is Jack
Perhaps i can help you with this but first ;

Please send me a hello when you see this so i know you are available ?

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Customer reply replied 3 months ago
Hello, model number is ***** & it's 6 yrs old
TV Technician: Jack, Technician replied 3 months ago

Hi

Already had that number

How do you receive your tv channels , antenna ,straight cable , cable box (with cable remote) or satellite box ?

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TV Technician: Jack, Technician replied 3 months ago

Sorry but this phone request failed (3 times now) and although i`m sure your credit is fine there seems to be a problem with payments and even though I`m not privy to billing here this usually means your CC company did not recognize the $26 extra charges and declined them ,this is usually due to the second charge from the website, you would have to contact them to OK the transaction .
But we can continue in this chat mode as well

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Customer reply replied 3 months ago
I don't understand the credit card problem, I just used it last night. I will look at your last message.
Customer reply replied 3 months ago
I have Xfinity.
TV Technician: Jack, Technician replied 3 months ago

I`m sure the card is fine , as i said above this is done to protect against possible fraud when it see a second charge in such a short period

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TV Technician: Jack, Technician replied 3 months ago

Most often this is caused by the cable/satellite box and depending on your box or cable supplier the method may vary but first look on the cable box remote for a button that may be called something like ; zoom, size, format, aspect , HDzoom etc. , often has a pound (#) symbol on it or a star and sits below the digits 7 or 9 , try to press that button repeatedly to toggle between the different aspect ratio`s.
If that doesn`t correct it then press the "P.SIZE" button on the tv`s remote and set your tv to FULL or 16:9
Between the 2 remotes (tv and cable box)you should be able to find the correct aspect ratio /format.

If you cannot find that button on the cable remote then this will be in the cable/satellite box menu , let me know

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Customer reply replied 3 months ago
I found the HD ZOOM. What about the SOP?
TV Technician: Jack, Technician replied 3 months ago

The SOP ??
Just saw that , let me check but is that coming from the xfinity box ?

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TV Technician: Jack, Technician replied 3 months ago

Do you mean SAP ?

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TV Technician: Jack, Technician replied 3 months ago

Look on the tv`s remote here for MTS , press that and make sure it says stereo , not SAP

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TV Technician: Jack, Technician replied 3 months ago

That button is bottom left

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Customer reply replied 3 months ago
Is that one of the bottom 3 buttons? I can't read them
TV Technician: Jack, Technician replied 3 months ago

From the remote i have here that would be the left one

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Customer reply replied 3 months ago
Thanks, ***** ***** try that.
TV Technician: Jack, Technician replied 3 months ago

If that answers your question PLEASE DO TAKE THE TIME TO RATE by clicking on the star icons at the top of your page, then click on Submit , it doesn`t cost you anything more and I get paid for my time helping you .

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Customer reply replied 3 months ago
It says stereo but it's SAP
TV Technician: Jack, Technician replied 3 months ago

Yes then select stereo

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TV Technician: Jack, Technician replied 3 months ago

You should see MONO/STEREO and SAP , select stereo

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Customer reply replied 3 months ago
It's still SAP
TV Technician: Jack, Technician replied 3 months ago

What do you call sap here

What do you see on the screen ?

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TV Technician: Jack, Technician replied 3 months ago

Do you see letters /text ?

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TV Technician: Jack, Technician replied 3 months ago

I`don`t think you have SAP anyway

Just let me know what the tv is doing now ??

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Customer reply replied 3 months ago
I get three choices stereo sap mono. It remains in sap
Customer reply replied 3 months ago
There's a new voice describing the scene when there's no noise
TV Technician: Jack, Technician replied 3 months ago

OK then that is not sap , get out of there , that is descriptive video service and it is the cable box doing this , not the tv

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TV Technician: Jack, Technician replied 3 months ago

This will be in the cable box menu

Give me a minute please

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TV Technician: Jack, Technician replied 3 months ago

Open the settings/menu of the cable box and go to SETUP , open that and go to AUDIO SETUP>>> DESCRIPTIVE VIDEO SERVICE = OFF

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Customer reply replied 3 months ago
It's off but there's still a description
TV Technician: Jack, Technician replied 3 months ago

It is describing the scene on tv or your actions with the remote ?

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TV Technician: Jack, Technician replied 3 months ago

Are you sure you were at DESCRIPTIVE VIDEO SERVICE here ?
Its on all channels ?

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Customer reply replied 3 months ago
It only seems to happen when I watch TV shows on demand. Regular TV does not have it
TV Technician: Jack, Technician replied 3 months ago

OK then its not there all the time and some channels do have it on without you turning it on

You could try to reboot the cable box by pulling its power cord 30 secs and try it again but ultimately this will be a comcast problem

Perhaps have the box replaced

Also make sure yu are on a program that has it before going in the menu and check that DVS (descript........)

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TV Technician: Jack, Technician replied 3 months ago

Glad you got the zoom problem fixed but again , this may be something new here from comcast

I checked and they don`t say much on the subject

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Customer reply replied 3 months ago
No, the picture size is still wrong at times. But thanks anyway
TV Technician: Jack, Technician replied 3 months ago

reboot that box or have it replaced , that may clear all your problems

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