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Dune HD - Troubleshooting : No / only some audio or sound is heard when movies play back

Author: administrator account Reference Number: AA-00360 Views: 19653 Created: 2014-02-12 23:06 Last Updated: 2014-02-12 23:06 38 Rating/ 2 Voters

Introduction

This document reviews how to troubleshoot and resolve "no audio, "muted sound," or other audio problems during movie playback.

Applies to

This article is applicable for supported Dune HD Media Players, listed here:

Support Limitations 

Dune HD Media Players are supported directly by VidaBox as first-line support ONLY when the units are ordered with a VidaBox Media System. If a Dune HD Media Player is NOT purchased through VidaBox, please contact your place of purchase for additional assistance.


Symptoms

The following symptoms are observed:

  • When movie playback is started, audio / sound is sometimes heard, but not always.
  • When playing back the same movies, the problem is consistent and repeatable.  (i.e. some parts of the movies, like trailers, will have sound, but the movie itself will NOT have any sound.)
  • The Dune HD Media Player is NOT connected to a receiver - but to a TV display or other non-surround sound processor device for audio output.
  • The Dune HD Media Player is connected via HDMI.


Cause

Bitstream sound is set by default to pass-through via HDMI.  When this signal is sent to a TV display or non-surround sound processor device, only 2.0 or other PCM sound can be understood and "played back" via these speakers.  When 7.1 or 5.1 bitstream is encountered by these speakers, they cannot properly decode the audio, and thus - there is no sound.


Solution

We need to set the Dune HD player to decode surround sound properly.

  • Using the Dune HD player's handheld remote, go into SETUP > AUDIO
  • Make sure the following settings are configured as below:
    • Digital audio connection: [SPDIF (HD Audio Disabled)]
    • Digital audio output mode:  [PCM decode]
    • Audio decoding mode: [Stereo]
    • Max. digital outputs sample rate: [48 kHz]

After choosing these settings, try playback again.


For Additional Support

For international clients, please contact your direct point of purchase.

Rss Comments 1
  • #
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