• Shopping Cart
  • Contact Us
  • Select a Location
    Select a Location

    Current Location:

    Let us know the location you'd like to browse.

  • View Cart

TV Support

Back Print Article

No Sound or Picture on TV

Last Updated: Thu, 28 Jul 2016 > Related Articles


Common troubleshooting steps for common no audio and/or no video issues on Cox Digital Cable.



No Sound

  • Properly plug your television and Cox digital receiver into an electrical outlet.
  • Verify that the mute button is not in use.
  • Make sure all cables are properly connected.
  • Make sure the television power is turned ON.
  • If your set top equipment includes a VCR, DVD player, external DVR and/or stereo, make sure they are properly connected to the Cox set top box.
  • Make sure your television is tuned to the proper output channel (3 or 4).
  • Make sure the volume is turned up.
  • If the problem is with channels below 100, check the SAP setting, referring to the handbook provided by the manufacturer of your television.
  • For channels above 100, check the Language Preference setting in the Cox Program Guide Settings Menu.

No Color

  • Make sure the current television program is broadcast in color.
  • Adjust the television color controls.

Video (Picture) Problems

If you're seeing the problem on broadcast network channel only (e.g. ABC, NBC, CBS, Fox, WB), it is most likely a problem with the quality of the television signal. These are usually intermittent problems and should go away. If the problem persists, please contact your Cox Business customer service representative for technical support.

If you're seeing the problem on cable channels (e.g. ESPN, CNN, USA):

  • If you have an external device like a DVD player,  VCR, etc, turn it off and make sure the television is set to the right mode.
  • If you have an A/B switch, try both switch positions.
  • If you're seeing a black screen, locate and adjust the brightness control.
  • If you're seeing wavy or rolling lines on your screen, adjust the fine-tuning control on your TV set.
  • If you're seeing a rolling picture, adjust the horizontal and vertical hold on your TV set.
  • If you're seeing poor color or no color, adjust the "color" control on TV.
  • If you're seeing a blue, green or red tint to picture, adjust the "tint" control on your TV set.

If the picture is still poor, you can check to see if the problem is with the Cox set top box by bypassing the converter and connecting the cable directly to your TV. To do this, follow these steps:

  • Go to the back of the set top box and TV set.
  • Disconnect the cable line going into the TV.
  • Disconnect the cable line going to the input ("in" or "cable in") port on the set top box.
  • Hookup the line disconnected in Step 2 to the antenna input on the TV.

If the picture is clear after completing these steps, the converter may be faulty. You can return it to a customer service center for a new unit or call to schedule a service appointment to have the converter replaced.

If the picture is still bad after completing these steps, call your Cox Business customer service representative for technical support.


No Audio on Local Channels

If you have audio on most channels, but have silence on some or all of your local network channels, you may have the Secondary Audio Programming (SAP) turned ON.

  • The SAP feature allows your TV, VCR or digital set top box to tune in a second "track" of audio programming.
  • Not all channels broadcast SAP signals.
  • Some channels may not broadcast any sound when the SAP feature is activated. Local network channels are a good example of this.
  • Channels that utilize SAP usually transmit the dialogue in a second language (such as Spanish). Some channels transmit other types of audio programming, such as classical music.

To disable the SAP on your digital set top box:

  • Press the "Settings" button on the digital remote one time.
  • This will bring you to the "Quick Settings" screen.
  • You should see an option on this screen that says either "Disable SAP" or "Choose SAP Language".
  • Highlight the appropriate option using the up or down arrow buttons on your digital remote control.
  • If you see the "Disable SAP" option
  • press the "Select" button and your audio should return.
  • If you see the "Choose SAP Language" option
  • Use the left or right arrow buttons to choose the "English" setting
  • Then press the "Select" button and your audio should return.

MTS, Stereo or SAP Problems

  • Verify in the program listing guide that the program has those features.
  • Check to see if the "MTS", "STEREO" or "SAP" light on the TV or other video device is on.
  • If not, push the "MTS", "STEREO" or "SAP" button on the TV or other video device.
  • Adjust the fine tuning on the TV set to restore the stereo or SAP.

Static/Buzzing in Audio

If you hear a static type sound, or buzzing in the audio while you watch a program, the audio settings between your TV and set top box may not be set in optimal quality range. You can correct these settings by doing the following:

  • Using the volume control buttons on the television itself (not the remote) turn the volume all the way down to 0.
  • Using the volume controls on the digital set top box itself
  • Turn up the volume until it is at its maximum.
  • Using the television's volume controls again; raise the volume to a comfortable level.
  • At this point the sound quality from the converter should be optimal. If you are still experiencing the audio problems on this television, it is possible there is a loose connection on the television.

Poor Audio/Low Audio Level on Premium Channels

If you are experiencing decreased audio on some premium channels or you are having difficulty hearing the dialogue, however the background sounds come through clearly, the "Audio: Range" is out of adjustment.

  • To correct this, push the [SETTINGS] button twice.
  • Locate "Audio: Range" in the menu and press [SELECT].
  • For the best quality audio on all channels, the "Narrow" option is the best.
  • For some programs, "Normal" or "Wide" may be used if you have a stereo audio system connected.
  • Not all programs are compatible with the "Wide" setting, so the volume may appear to be washed out, or too low to hear without turning the volume up extremely high.



Rate this Article:

Related Topics:

Give us your feedback:


Maximum 500 characters

Back Print Article

Need More Help?