No Audio ATV1800E

[Kelsy 0]

I no longer have audio output on my ATV1800E. I have tried resetting to factory settings and updating the firmware via USB both which have not resolved the issue.

[Justin 206]

On 1/16/2017 at 2:50 PM, Kelsy said:

I no longer have audio output on my ATV1800E. I have tried resetting to factory settings and updating the firmware via USB both which have not resolved the issue.

Have you tried a different HDMI cable?

[Kelsy 0]

1 hour ago, Justin said:

Have you tried a different HDMI cable?

I'm using an optic cable to my sound bar.  I have no audio issues when I use my cable box. 

[Justin 206]

11 minutes ago, Kelsy said:

I'm using an optic cable to my sound bar.  I have no audio issues when I use my cable box. 

Oh ok. The optical cable is plugged in from your 1800E to your sound bar?

[Kelsy 0]

23 minutes ago, Justin said:

Oh ok. The optical cable is plugged in from your 1800E to your sound bar?

No, from the sound bar to the TV.  

I just switched it so the optic goes to the sound bar and now the audio is working. Perhaps I need to change the HDMI cable from the gica to the TV so I can still run the optic cable from sound bar to TV?

[Justin 206]

Just now, Kelsy said:

No, from the sound bar to the TV. 

You need to change the audio output setting on the 1800e to hdmi passthrough

[Kelsy 0]

26 minutes ago, Justin said:

Oh ok. The optical cable is plugged in from your 1800E to your sound bar?

No, from the sound bar to the TV. 

[Kelsy 0]

I changed the audio output to HDMI passthrough and the audio is cutting in and out. 

[Justin 206]

Just now, Kelsy said:

I changed the audio output to HDMI passthrough and the audio is cutting in and out. 

Can you try changing the setting to SPDIF and connecting the optical cable directly to your 1800e to your sound bar and just let me know if that works?

[Kelsy 0]

Yes the audio is working with SPDIF and optic cable directly in the 1800e.

[Justin 206]

4 minutes ago, Kelsy said:

Yes the audio is working with SPDIF and optic cable directly in the 1800e.

Ok then It is software issue with the box when you are using hdmi passthrough.

I will have to get it fixed, but it will take 2-3 weeks since all of our engineers are on Chinese New Years

 

May I know if your using Android 5.1 or 4.4?

4.4 - Your Home Screen Background will be dark blue

5.1 - Your Home Screen Background will be dark grey

[Kelsy 0]

Ok.

I am using android 4.4

[Justin 206]

1 minute ago, Kelsy said:

Ok.

I am using android 4.4

Ok thanks for letting me know

[Kelsy 0]

Hello,

On 2017-01-23 at 9:43 AM, Justin said:

Have you tried a different HDMI cable?

 

On 2017-01-23 at 11:51 AM, Justin said:

Oh ok. The optical cable is plugged in from your 1800E to your sound bar?

 

On 2017-01-23 at 0:12 PM, Kelsy said:

No, from the sound bar to the TV. 

 

On 2017-01-23 at 0:13 PM, Justin said:

You need to change the audio output setting on the 1800e to hdmi passthrough

 

On 2017-01-23 at 0:22 PM, Justin said:

Can you try changing the setting to SPDIF and connecting the optical cable directly to your 1800e to your sound bar and just let me know if that works?

 

On 2017-01-23 at 0:32 PM, Justin said:

Ok then It is software issue with the box when you are using hdmi passthrough.

I will have to get it fixed, but it will take 2-3 weeks since all of our engineers are on Chinese New Years

 

May I know if your using Android 5.1 or 4.4?

4.4 - Your Home Screen Background will be dark blue

5.1 - Your Home Screen Background will be dark grey

Hello,

I am still waiting for a reply. You mentioned it would take 2-3 weeks but it has now been 8 weeks. I am still looking to fix this software issue with mygica

thank you,

kelsy