Learn how to troubleshoot sound and audio issues with your cable box. If you are unable to hear the audio track of the program you are currently watching, it may because of something as simple as having the TV set to mute, or the audio settings being configured incorrectly. 

To troubleshoot your TV sound, try the following fixes.

How to check if your TV is on mute

To check whether your TV is on mute:

  1. Press the VOLUME UP button to ensure the volume has been turned up
  2. Press the MUTE button on your Shaw Remote or the original remote that came with your television


How to reset the cable box

You can try to fix audio issues by resetting your cable box.  To do this:

  1. Power off your cable box.
  2. Remove the power cable from the back of the unit and unplug the power from the wall or power bar.
  3. Wait 30 seconds and then reconnect the black power cable. It will take between 30 seconds and 2 minutes for the cable box to reboot.
  4. Power on your cable box and test it again.

Video Tutorial: How to reset your Shaw TV Box

Can't view the video? Click here to view on YouTube.


Your guide listing may read: "To Be Announced" for up to one hour after the power reboot. The guide information will automatically re-populate over time.         

How to check whether SAP/MTS is enabled

Secondary Audio Programming (SAP) is a service that is used to broadcast for other languages or accessibility using AMI-audio.

To disable SAP on your TV:

  1. Locate the original remote that came with your television (not the Shaw Remote)
  2. Press the MENU button and locate the AUDIO option
  3. Press the SAP, AUDIO or MTS button on your remote
  4. Ensure that you select either MONO or STEREO, instead of SAP or MTS

These steps above may change depending on your TV. Please refer to the manual provided by the TV manufacturer. Common labels for the TV audio menus are labelled: SAP, AUDIO SELECT, B-AUDIO, MTS, or MENU.

To disable SAP on your Shaw cable box:

  1. Press the MENU or SETTINGS button twice on your Shaw Remote for a full-screen Menu
  2. Scroll down the Menu until Setup is highlighted and press OK
  3. Select Audio Setup and press OK
  4. Ensure that the Default Audio Track is set to Channel default
  5. Press the Exit button

For BlueCurve TV see How to mange BlueCurve TV audio settings.

How to optimize your stereo output

Optimizing the stereo output on your cable box will often restore the audio if it is not working on all channels.

  1. Press the MENU or SETTINGS button twice on your Shaw remote for a full-screen Menu
  2. Scroll down the Menu until Setup is highlighted and press OK
  3. Select Audio Setup and press OK
  4. Scroll down to Select to Optimize and press OK

How to bypass your sound system (receiver)

If you have tried the options above and are still experiencing audio issues with your cable box the problem may be with your receiver. If you are using a sound system (receiver) for the audio:

  1. Bypass the sound system by connecting the cable box directly to the back of the TV, instead of connecting to the sound system (receiver) and check whether the audio is restored through the TV.

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