YouTube audio issues during Live streams on my 5662 4K receiver

[Blahzay]

On my VIP5662W 4K receiver, I have the YouTube app which works correctly unless I view a live stream. When viewing a live stream, the video works perfectly, but the audio is distorted and very bass heavy. I have tried using an external soundbar and the issue persists (i.e. it's not the speaker on my TV). Using the same TV, if I launch YouTube on a device other than my Bell receiver (e.g. a Fire TV stick) the audio on live streams works properly. This has been happening for several months on multiple YouTube channels, so it's not just the way one YouTuber is capturing their audio.

Additionally, once the stream is no longer live and I play it back on YouTube as a previously recorded stream, the audio comes through properly.

[WelshTerrier · Accepted solution]

Good Day & Welcome

Thank you @Blahzay for posting your question.

You mentioned that this only happens when you are trying to live stream YouTube. Are you experiencing this same issue at any other time? Fibe TV / Recordings / On Demand or just when you are using YouTube on your ViP5662W 4K receiver?

Which Audio setting do you currently have selected (Stereo, Surround sound or Enhanced Surround Sound)?

You mentioned that you are you are experiencing the same issue when you are using an external soundbar. What happens been you remove your soundbar? Have you also tried to change your audio setting on the VIP5662W?

You can do so on your TV receiver by way of your remote. Please go to: 

• Menu
• Select Settings
• Select > Audio and visual
• Change your audio settings.

Please change this selection to see if this makes a difference.

Let us know.

Take care.

[Blahzay · Accepted solution]

Thanks for this detailed response. To cut to the chase, toggling the audio setting (from Stereo to Surround and back to Stereo) seems to have fixed this issue. Thanks for the suggestion! I will answer your other questions below in case it helps others:

Are you experiencing this same issue at any other time? Fibe TV / Recordings / On Demand or just when you are using YouTube on your ViP5662W 4K receiver? This was only being experienced using YouTube viewing Live streams. Everything else, including regular YouTube videos and even previously recorded YouTube Live streams sounded fine.

Which Audio setting do you currently have selected (Stereo, Surround sound or Enhanced Surround Sound)? Stereo

What happens been you remove your soundbar? This issue occurred both on the soundbar and using the built-in speakers of the TV.

Have you also tried to change your audio setting on the VIP5662W? I hadn't tried it before you recommended it.

[WelshTerrier]

Good Day & @Blahzay 

Thank you for reaching out and letting us know that making this change has resolved your audio issues. We appreciate your feedback in sharing these details.

I should of also mentioned to you that a full power Off / On of your receiver, (unplugging the receiver from its power source for 30 sec.), can fix many temporary issues that we experience.

Take care & enjoy!

[Blahzay]

Thanks @WelshTerrier for all your assistance with this! For whatever it's worth, a full power cycle did not correct this issue. I tried that several times before calling Bell tech support. I will add that they initially told me the VIP5662W did not have the YouTube app (which of course it does) and then shipped me a new receiver which I now have to figure out what to do with.

[BellPatricia]

Hey there @Blahzay 🙂

We wanted to check in to see if you still need any help with returning your receiver.

You should have received return instructions via email, However, you can also follow the prompts and request a return label using the Bell equipment return portal. Check out our support page for more details How to return your Bell equipment

Let the community know if you need anything else,

@BellPatricia