Article ID: 816790
Article Last Modified on 4/26/2007
APPLIES TO
- Microsoft Xbox Advanced AV Pack
- Microsoft Xbox
- Microsoft Xbox High Definition AV Pack
- Microsoft Xbox
SYMPTOMS
You may experience the following symptoms while you use the Xbox video game system:
- You receive no digital sound.
- You receive distorted or partial digital sound.
THINGS TO TRY
- If you are not using Dolby Digital, go to step 2.
Microsoft is aware of an issue with Dolby Digital sound in some Xbox consoles. Customers using Dolby Digital report distorted sound such as pops, crackles, static or other distortion after verifying correct setup. Dolby Surround will work fine. The same receiver will output sound to several different other devices without problems. This problem may exist with different AV packs and types of cable. If customer is experiencing this problem with Dolby Digital, stop troubleshooting and initiate a repair. If the customer is not using Dolby Digital, continue. - If the problem occur with only one or two discs, do the following:
- Search the Knowledge Base for known issues for the particular disc or discs.
- If no known issues exist, return the disc to the retailer.
- If the connection is analog audio sound, see the following article:
816791 HW: Audio: Sound problem using standard audio
- If you are not using a Microsoft-licensed or compatible High Definition or Advanced AV Pack, contact the manufacturer of the unlicensed peripheral.
Note This step refers to the Xbox console AV pack, and not the digital audio cable. There is no “official” Xbox digital audio cable. For example, The Monster Cable Brand Advanced AV pack is unsupported. However, the Monster Cable Brand digital audio cable is acceptable. - Verify that the media used supports digital audio. See the media packaging. If you cannot verify this, change the settings in Xbox Dashboard accordingly.
- Confirm the correct setup. If the sound system, which is typically a receiver or amplifier, has digital audio input, connect to the digital audio inpute instead of to the standard audio input. To do this, follow these steps:
- Connect the digital audio cable connectors to the digital audio output of the AV pack, and then connect the other end of the cable connects to the digital audio input of your receiver.
- Select the appropriate audio settings for the Xbox video game system:
- Turn on the Xbox console without a disc in the disc tray.
- From the main menu, select Settings, and then select Audio.
- Select the correct digital audio setting DTS or Dolby Digital for the system.
- If you cannot hear sound connecting by using digital audio, try to connect by using standard analog audio using the Xbox Advanced AV pack or the Xbox High Definition AV pack.
- Change the settings back to standard audio in Xbox Dashboard.
- If you can hear sound using the analog connection, contact your digital receiver manufacturer for additional troubleshooting.
- If steps 1 through 7 do not resolve the problem, there may be something wrong with the AV pack. Contact Xbox Support.
- If a replacement AV Pack does not resolve the issue, it may indicate a problem that may require the console to be serviced by Microsoft. Contact Xbox Support.
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