Audio and video troubleshooting
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Be sure to check the following before you begin troubleshooting:
- Poor weather conditions and sun spots may interrupt audio or video for satellite and antenna users.
- Electromagnetic interference can occur if the box is placed directly on top of an A/V receiver, speakers, or other consumer electronic device.
- If you are experiencing a loud hum or static while listening to live or recorded programs, you may need to lower the volume on your set top box.
- If audio is low in LiveTV and recordings, adjust the volume on your set top box.
1. If the image is distorted or stretched, adjust your TV settings. The box displays video in a 4:3 aspect ratio, while widescreen TVs display a 16:9 ratio. If you have a Series3 or Premiere box, see Setting the TV aspect ratio on the Series3 or Premiere box.
2. If you are watching live TV, refresh the audio and video by using the TiVo remote to change to a different channel and then back again. If the problem persists, turn the TV off for 10 seconds then turn it back on.
If the video quality drops significantly while a recording is in progress, see My video quality gets worse when a recording starts on my box.
NOTE: Programs recorded at lower quality settings are more likely to show video artifacts. Use a higher quality level for programs with a lot of action (sports, movies, etc.). You can change recording quality at the time of scheduling by choosing Options.
3. Make sure that you have the latest TiVo software version on your box.
From TiVo Central select Messages & Settings > Account & System Information > System Information.
NOTE: For more information, see TiVo software version information.
4. If you are using a Series3 or TiVo HD box and a component or HDMI cable for your video signal, you may wish to adjust your video output format to improve quality and prevent video flashing or flickering. For more information, see Setting the video output format on a Series3 or Premiere box.
5. Check to make sure that your box has proper ventilation.
- Verify there is clearance under the box and that all four corner supports rest evenly on a flat surface (not a towel or other uneven surface.
- The fan vents are on the bottom of both sides of the box. Position the box to allow for side-to-side airflow.
6. Check all connections. Make sure the cables are not excessively bent or pinched. Verify that all cables and cords are firmly in place.
NOTE: Most cables cannot carry a signal if you place a heavy object on them or bend them at a 90-degree angle.
7. Check the signal strength.
Cable: If you have cable splitters, junctions, or coaxial wall plates installed, bypass or remove them to see if audio and video quality improves. You may want to add a signal amplifier to enhance your video quality. For best quality, add the amplifier before any installed splitters in your home. If you have digital cable, please see Troubleshooting digital cable signals on HD TiVo boxes.
Antenna: If you are seeing static on an analog broadcast or macroblocking (pixelized or blocky images) for a digital broadcast, the signal strength is weak. Try adjusting your antenna. You may also want to consider adding a signal amplifier to enhance your video quality.
8. Restart the box.
TiVo with HD menus: Go to TiVo Central > Messages & Settings > Help > Restart the box.
TiVo with SD menus: Go to TiVo Central > Messages & Settings > Restart or Reset System > Restart the box.
9. If your TV has multiple inputs, try connecting the box to your TV or AV Receiver using different cables (e.g., coax or composite). Tune the TV or AV Receiver to the correct input settings using the TV or AV Receiver remote control. If you are using a coax (RF) cable, make sure the TV is tuned to the same channel that the 3/4 switch on the back of the box is set to. If there is no improvement, change the setting of the switch and try the other channel.
10. If you have a Series2 box, connect the program source (antenna, cable, or satellite) directly to the TV, bypassing the box. Use the same cable and TV input if possible. If you still experience the audio or video issues with the source connected directly to the TV, contact your cable or satellite company.
11. If your box is connected to a Western Digital My Book Expander, see DVR Expander troubleshootingfor additional troubleshooting steps.
12. TiVo Series 3, HD, and Premiere only: If you experience audio issues, try changing your Dolby Digital settings.
From TiVo Central select Messages & Settings > Settings > Audio > Dolby Digital..
13. For Premiere boxes with Software version 14.8 or higher: Certain TVs and AV receivers may have no sound or distorted audio when connected using an HDMI cable. This can be solved by adjusting audio settings from 'Dolby Digital' to 'Dolby Digital to PCM.' This setting is accessible by navigating from TiVo Central > Messages & Settings > Settings > Audio > Dolby Digital, then selecting 'Dolby Digital to PCM.'
Additionally, switching to Component Video and Composite Audio cables, will also solve the issue.
14. Series1, Series2 ST, Series2 DT: Some televisions, especially older ones, may need to be turned to channel 3 or 4 to display TiVo menus and Live TV. Check what the CHANNEL switch on the back of the TiVo is set to and change the television to the corresponding channel.