ALERT: Impact of COVID-19
Due to the recent developments with the COVID-19 virus, we have implemented strict measures to protect the community at large and our employees alike. Currently, we have very limited telephone support staff and you may experience longer than normal wait times. However, we have many self-help resources available on our support site, and you can always reach us through e-mail. We greatly appreciate your patience during this time.
Audio coming from certain content providers or devices (such as Netflix, Amazon Prime Videos, Roku Streaming device, Apple TV, etc.) typically use an advanced digital audio signal such as HDMI or advanced Dolby audio. These cannot be translated into analog or PCM (pulse-code modulation) by most television software, this means the signal will not passed through into the headphones. As a result, you may get silence or audio from a different source like your cable box.
In order to resolve this, you will need to change the audio output format in the app or device to PCM (may be in the smart hub on some TVs) or you will need a digital to analog decoder. The Digital to Analog Decoder will take the advanced digital signal and decode it into an analog signal that your headphones can utilize.
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