No audio on TCL smart TV when connected to my 6500 Satellite receiver

[Jessamca]

Hello, we just installed a new TCL smart TV. It works except for when it’s on our satellite, it has no sound. 

I called Bell and they weren’t much help - they seemed to think it was an issue with the remote. However even manually changing the volume on the TV does nothing when on the satellite. 

We have the 6400 satellite. 

Any help would be much appreciated thank you. 

[Jessamca]

I should add - we tried unplugging and restarting everything, it is not on mute, the HDMI cable is in good condition, and we are not using external speakers. 

[dks]

While I am not familiar with that specific model of TV, one common issue I have seen is that the HDMI cable from the receiver is not plugged into the correct HDMI socket on the TV. It should be plugged into the socket marked HDMI-ARC (+ eARC). Check your installation or owner's manual that came with the TV, if that is not clear on the TV itself. HDMI cables can also fail, even if they look to be in good condition. Dollar store HDMI cables are low in price and quality. Expect to pay about $20 or $30 for a good quality HDMI cable from the usual online retailers. 

[Jessamca]

Hello thank you for your response. I did not know that about the correct HDMI socket. It’s now plugged into that, however it still doesn’t work. 

The HDMI cable is new and came with the TV. The visual works great so I would assume that it’s fine. 

Could there be any other fixes to this? I have seen online it is an issue for many people with different TVs. 

[BellNick]

Hi there @Jessamca 
Thank you for your post and welcome to the Community.
Do you happen to have another HDMI cord you can test or another device you are able to test the HDMI cord that's plugged into your receiver with? It's still possible that the cord may be faulty even if it is brand new, so we'd like to rule out the HDMI cord.
Looking forward to hearing back.

[Jessamca]

Hello thank you for the suggestion. I tried another HDMI cable that works and it did not make a difference. 

[BellNick]

Hi there @Jessamca 
Is this issue occurring on all channels (can you please test a channel below channel 99 and a channel above channel 100)?
Looking forward to hearing back.

[Jessamca]

Hello, no it doesn’t work on any of the channels. As well, when you press the volume button on the satellite remote, nothing comes up on the screen. 

However the other buttons all seem to work on it. 

[BellNick]

Hi there @Jessamca 
Could you please try the following and let us know the results?

Access the Point Dish screen by pressing the following buttons in order:
Menu
6 - System Setup
1 - Installation
1 - Point Dish/Signal
Can you hear the signal strength tone when doing this?

[Jessamca]

Hello, I hear a high pitch tone, however before I entered that screen I could hear it as well. 

[BellNick]

Hi there @Jessamca 

Are you able to check the following:
Press Menu
8 - Preferences

3 - Alternate audio
Check to make the it is on "English"

If it's on English, please check the following:

Press Menu
6 - System setup

8 - Dolby Digital
Which option is selected (Dolby Digital/PCM, Dolby Digital Only or PCM Only)?

Looking forward to hearing back.

[Jessamca]

Hello yes it was on English, and it’s set to Dolby digital / PCM and beside that it’s set to RF Mode 

[BellNick]

Hi @Jessamca 
We'd like to take a closer look into this and have sent you a private message.
Please check your Messages within your profile avatar in the top right corner.
Unsure how to check or send a private message? See How to send a private message

[Nash211]

Did you go into the settings on the TV and select HDMI as your output for sound, it has been a month since your post hope you have it fixed. I just recently joined.

[Looking4sound]

Hi @BellNick and @Jessamca ,

I also have a TCL TV and have the same issues: no audio. I’ve gone through the same troubleshooting suggestions in this thread and still have no audio. The HDMI cable works with other devices (PlayStation) with video and audio.

I’ve gone to the menu to do the dish alignment but did not hear any tone.

Did you find a fix with this issue? I also have the Bell 6400 receiver. Looking online, it seems others have had similar issues.