Apple TV 4K (1rst Generation): Intermittent Audio Loss

I've purchased and use 5 Apple TV 4K (1rst Generation) devices. Two of them have the following problem.


When starting a new TV show or movie, there won't be any audio. The feature plays (video) but there's no audio. This happens with several different, unrelated apps: Netflix, Amazon Prime, HBO Max, Hulu, etc.


It happens infrequently and randomly, making it hard to reproduce.


When it happens, and you switch from the app, audio is clearly working from the device to the speaker (sound bar) as the "bloop, bleeps" from the main Apple TV user interface come through just fine (as do any sounds in the various apps' browse UIs). So, anyone suggesting this is an HDMI cable issue or other hardware issue causing the audio to be lost outright: I'm skeptical. Audio works just fine immediately afterward if I switch back to the main Apple TV UI. I've read several other posts on this forum relating to audio issues and none that I've found describe this specific issue (and so the solutions and hypothesized root problems don't match; this isn't an HDMI EDID issue). I've used several different TVs (with and without sound bars) and cables. Also, it's happened for sure on at least two different Apple TVs (of the 5 we have/use).


I work around the issue by simply exiting the app, re-launching it and restarting my feature. However, it often takes several such attempts (from 2 to 10) before it'll work. As such, it is frustrating and annoying and I'd love a fix.


Also: this has been happening for years now, the implication being that this has happened with much older versions of tvOS, up to and including the current latest version (as of January 1, 2022).


An interesting extra detail noticed today: using the HBO Max app, we started a feature (Harry Potter Reunion: Return to Hogwarts) which started with HBO Max adds/previews. Those played the audio just fine. Then it clearly switched streaming sources to the feature and when that happened, we lost the audio. Skipping forward or rewinding, pausing/unpausing doesn't bring the audio back. We have to exit the app entirely (not just switch from it) and relaunch it, then restart the program. We had to do this 3 times this today.


So, the problem seems to be with whatever software component (API) that's likely used by all apps to play a streamed audio/video (AV) stream. I wonder if some data packets come in out of order or are missed, at the beginning (that's just life with UDP and networks generally) that it's unable to "recover" as you later fast-forward/rewind, or just continue (presumably getting the later audio stream packets but unable to play them once the software gets in this glitchy, buggy state). That's my hypothesis.

Apple TV 4K, tvOS 15

Posted on Jan 1, 2022 12:33 PM

Reply

Similar questions

3 replies

Feb 1, 2022 6:57 PM in response to chienpo

Hello chienpo,


Thanks for getting back to us with those additional details. It looks like your Apple TV 1st generation plays video but not sound. We certainly understand how this behavior must be keeping you from fully enjoying your movies, and shows. We'll do our best to find a resolution.


Next, we need to try some isolation. Since it’s infrequent, we recommend using only the Apple TV, directly to the TV. Exclude any other speakers, sound bars, headphones, receivers, surround sound etc.

Test if it’s specific to one of your devices in an area near a concrete wall, A/C unit, or maybe against a wall with a microwave on the other side.


Resolve Wi-Fi and Bluetooth issues caused by wireless interference


Also check if it’s a device too close or too far from the wireless modem and router.

7:01

Thank you for using Apple Support Communities. Have a nice day.

Jan 2, 2022 1:17 PM in response to chienpo

Hello chienpo,


Welcome to Apple Support Communities. We understand having issues with your Apple TV 1st generation won't produce sound randomly. It sounds like you’ve taken some really great troubleshooting steps so far, and we'd like to help.


We have some great steps available that will possibly resolve the issue. Please complete all the steps listed here:


If your Apple TV doesn't turn on


If the issue persists, please get in touch with Apple Support to investigate this issue further. You can contact them using the following link:


Get Support


We hope this information is useful. Kind regards.

Jan 2, 2022 2:09 PM in response to Brian_P7

This response feels very canned. It is incorrect and doesn’t apply to my situation at all. It gives the impression that either a bot posted it based on a few keywords detected in my original message, or that a human skimmed my message and, having not fully comprehended all the detail I provided, got the wrong end of the stick.


My Apple TV is not an “Apple TV 1rst Generation”. It is an “Apple TV 4K 1rst Generation”.


Further, I don’t have any issues “turning my Apple TV on” (paraphrase of first link’s text). My message was very clear that not only is the Apple TV on, but I’m able to hear audio just fine in the main UI and in the main UIs of apps as well. It’s only after I start a video stream within one of said apps where I will intermittently (or randomly) have the issue where I won’t have the audio that goes with the video. This has persisted through many system/OS update and restarts (of the Apple TV and of the apps within). This has happened with separate Apple TVs. This has happened with separate connected hardware (TVs and sound bars) using multiple different HDMI cables. In all cases, everything works fine _most_ of the time. I’m able to stream 4K HDR content with my setup,… usually.


I understand that any support organization usually provides very basic, obvious “support” of the “have you tried turning it off and on again” variety in order to filter out all the basic issues that can be solved by such basic solutions.


This is not one of those cases. The detail I originally shared should’ve made that clear to anyone who reads it all and comprehends all the detail contained therein.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Apple TV 4K (1rst Generation): Intermittent Audio Loss

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.