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

One of the first audio troubleshooting tips is to check if your TV sound is muted. Things you can try:

  • 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. (If you are using multiple remote controls check the volume controls on each remote).
  • Change to a different channel to see if the audio issue is channel-specific or if the volume is impacted on all channels.
  • If you are using a sound bar, confirm that it is turned on and set to the correct input.

If none of the above items work, try rebooting (resetting) your television box or TV player. In addition, it may be a good idea to check all of your connections to and from your TV to ensure that all cables are tight and plugged in correctly.

How to reset the TV box

You can try to fix audio issues by resetting your TV box.

  1. Power off the TV box.
  2. Detach the power cable from the back of the unit, and from the wall outlet or power bar.
  3. Wait 30 seconds and then reconnect the power cable to the unit and the power source.
  4. Wait up to 2 minutes for the TV box to reboot.
  5. Power on your TV 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 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:

  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.

The steps above may vary, depending on your TV. Common labels for the TV audio menus are labelled: SAP, AUDIO SELECT, B-AUDIO, MTS, or MENU. For help, refer to the TV manual or the TV manufacturer's support website. 

To disable SAP on your Shaw TV 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.

If you have Ignite TV (formerly known as BlueCurve TV), read Manage Ignite TV audio settings.

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, then press OK.
  3. Select Audio Setup and press OK.
  4. Scroll down to Select to Optimize and press OK.

Bypass your sound system (receiver)

If you've tried the options above and are still experiencing audio issues with your TV box, the problem may be with the sound system (receiver) you're using for audio:

  1. Bypass the sound system by connecting the TV box directly to the back of the TV, instead of to the sound system (receiver).
  2. Check whether audio has been restored to the TV.

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If the audio is still not working try power cycling your television again.

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