Learn how to troubleshoot sound and audio issues with your TV box. If you are unable to hear the audio track of the program you are currently watching, the issue may be as simple as having the TV set to mute, or incorrect audio settings.
Check if your TV sound is muted
To check if your TV sound is muted:
Press the VOLUME UP button to ensure that it is loud enough to hear.
Press the MUTE button on your Shaw Remote or the original remote that came with your television.
Change to a different channel.
If you are using a sound bar, confirm that it turned on and set to the correct input.
Reset the TV box
You can try to fix audio issues by resetting your TV box.
Power off the TV box.
Detach the power cable from the back of the unit, and from the wall outlet or power bar.
Wait 30 seconds and then reconnect the power cable to the unit and the power source.
Your guide listing may read "To Be Announced" for up to one hour after resetting the box. The guide information will automatically re-populate over time.
Check if 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:
Locate the original remote that came with your television (not the Shaw remote).
Press theMENUbutton and locate theAUDIOoption.
Press theSAP,AUDIO, orMTSbutton on your remote.
Ensure that you select eitherMONOorSTEREO, instead ofSAPorMTS.
The steps above may vary, depending on your TV. Common labels for the TV audio menus are labelled: SAP,AUDIO SELECT,B-AUDIO,MTS, orMENU. For help, refer to the TV manual or manufacturer's support website.
To disable SAP on your Shaw TV box:
Press theMENUorSETTINGSbutton twice on your Shaw Remote, for a full-screen menu.
Scroll down the menu untilSetupis highlighted and pressOK
SelectAudio Setupand pressOK.
Ensure that theDefault Audio Trackis set toChannel default.