How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 55849
Experience:  Electronics Engineer
32989067
Type Your Electronics Question Here...
Richard is online now

When tuned to BBC1 on hd channel 101 the sound disappears

This answer was rated:

When tuned to BBC1 on hd channel 101 the sound disappears after about 2 minutes. The sound is ok on channel 102.
JA: What device or product has sound issues?
Customer: UE40nu7120HDR 4K
JA: How long have you had your UE40NU7120HDR?
Customer: Since August 2018
JA: What have you tried so far?
Customer: Sound diagnosis. Replugging cables. Factory reset.
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: No

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the TV (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 2 months ago.
Still have the problem

Are you getting the channel via an antenna or another device?

Customer: replied 2 months ago.
Antenna

how did you factory reset the TV?

Customer: replied 2 months ago.
From the settings

Do you have another TV there?

Customer: replied 2 months ago.

Connect that TV to the antenna and tell me how it works on that TV please

Customer: replied 2 months ago.
Sound is OK
Customer: replied 2 months ago.
Set to channel 101

Thanks

It is the mainboard in the TV that has faulted.

I am really sorry about this and you are going to have to return the TV to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Richard and 2 other Electronics Specialists are ready to help you