Disney+ has no sound on one of my boxes every thing else works

[rikimuk]

So my one virgin box is fine my other one every app works fine apart from Disney+ which has no sound at all. I have tried all the obvious stuff but nothing changes and as I say all other apps have sound.

[rikimuk]

If I turn on audio description the sound works 

[newapollo]

Hi @rikimuk 

I know you said you've tried all the stuff but have you tried rebooting thatb set top box?

Also have you tried signing out of Disney+ on the box that has no sound?

You can either sign out from within the app by clicking on  Settings > Logout, or by going to Settings > Account > Log out of all devices

[rikimuk]

Yes tried all that also tried changing the sound settings etc and nothing works but as I said if I turn on audio description then the sound does work which is odd

[Kath_F]

HI rikimuk, 

Thanks for your post and apologies to hear you're having an issue with the sound on your Disney+ app. 

As this is only happening on the one box, and also the one app - it is a strange one as the normal sound settings would change for everything. 

Same as if there was a signal issue of some sort, it would happen on all apps, live TV or On Demand. 

Are you able to do a reset on the box? When doing it, you are offered two choices when resetting the 360. 

Click Settings > System > Factory Reset > 

• First option - Keep recordings - Select this one (This is not a complete factory reset so you won't lose your recordings, however you will need to sign into apps such as  Netflix, Prime, iPlayer and ITV Hub again.) 
• Second Option - Format disk ( selecting this one will delete everything including recordings,  planned recordings and profiles)

Give it a try and let us know how you get on. 

Thanks, 

[rikimuk]

Can I check does this only effect the one box as I set up all my recordings on the other box?

[rikimuk]

Tried both and still have the same problems with the Disney app

[David_Bn]

Thanks for coming back to us @rikimuk, can you please confirm if have any third party audio devices connected to your services?

Do you have this issue when the set top boxes are connected over Ethernet, as well as over Wi-Fi?

Kindest regards,

David_Bn

[rikimuk]

Nope Nothing connected to it just connected to the tv and the box with the issue is connected via WiFi 

[rikimuk]

I don’t have a long enough Ethernet cable to try that sorry