Problem
There is no sound on any of the DStv services
Cause – Solution
Mute or low volume on TV is active - Cancel mute on TV or press Vol. +
Mute / low volume on decoder is active - Cancel mute by pressing the button with loudspeaker and X, Vol. + or on the HDPVR/ SDPVR press the mute button.
RCA could be faulty or connected on fixed output OR decoder could be overloaded - Replace RCA and move it to variable from Fix
Problem
There is no sound on some of the DStv services
Cause – Solution
Sound not being transmitted - Check in with a neighbor – if their decoder is working consult customer service as it could be Transmission related. If working Soft Reboot decoder without the smartcard & then reinsert smart card when E04 message appears. If the problem remains Hard Reboot
Decoder is overheating - Move decoder to a site with good ventilation
Problem
The sound is lagging the picture
Cause – Solution
Lip sync Channel surf (P+ / P-) - Adjust Lip Sync delay on HDPVR and if you are using a home theatre
Transmission related (only certain services) - If the fault is found to be on MCA side advise the customer to wait for the transmission to resume.
The decoder is faulty - Flash erase as a last resort and if it fails, swap the decoder
Problem
There is a buzzing sound, but the picture is perfect
Cause – Solution
Incorrect PAL setting has been selected from the decoder and TV – [ ▪ Select Menu ▪ Select Advanced Options ▪ Press OK ▪ Select TV Installation ▪ Press OK ▪ Select 9949 ▪ Press OK ▪ Select TV type ▪ Press OK ▪ Select PAL 1 ▪ Press OK ▪ Exit from Menu ]
Incorrect TV system selected - Select correct TV system on the TV
TV slightly off tune (RF) - Retune TV or call an accredited installer to attend to the problem
RCA audio cables shorting - Replace RCA cables
Bad connections / RF cables - Bring decoder in for testing
Interference from another electrical appliance e.g. hairdryer, CCTV…etc. - Switch off appliances one by one to determine which appliance is causing the interference
Problem
There is a different soundtrack to the picture
Cause – Solution
Simulcast mode has been selected on TV. - Reset TV to original soundtrack
Channel could be on the incorrect audio. Incorrect audio plays out - Select correct soundtrack option on home theatre
Problem
There is a low sound level and there are lines across the picture
Cause – Solution
UHF interference - Change UHF setting on the decoder and retune TV or call an accredited installer to attend to the problem
Faulty RF cables - Replace cables
Faulty decoder - Swap decoder
Using RCA / SCART connections: - Change cables
Faulty cables - Replace cables
Faulty decoder - Check audio outputs of decoder OR Check volume level if variable is selected OR Have decoder swapped
Problem
There is no sound coming from the hi-fi (using RCA / SCART connections)
Cause – Solution
The connections are incorrectly connected - Check connections
The hi-fi output is incorrect - Select correct output on the hi-fi
Please Note: There are various ways of connecting to the hi-fi. As this is a specialised field, it may be necessary to consult an installer
Problem
Audio Language out is Foreign
Cause – Solution
Incorrect audio plays out - With the universal/ HDPVR RCU select Language button on RCU & then select desired option & press ok. For below decoders using Universal Remote Control: DualView, SDPVR, 1110, 1131 and HDPVR Press Language Button and all available options will be displayed select required choice
Problem
There is a sound block (no swearing) on a movie
Cause – Solution
The incorrect soundtrack option has been selected – [▪ Press speakerphone/? Button ▪ ‘English/Family or English/Original’ will be displayed ▪ Select English/Original ▪ Press OK ▪ The TV screen will display ‘selected’ With the universal/ HDPVR RCU select Language button on RCU & then select desired option & press ok ]