A structured way to identify and fix video plays but audio is missing without changing random settings or exposing private credentials.
Fix video plays but audio is missing with a structured UK troubleshooting process covering credentials, apps, devices, Wi-Fi, broadband and source-side faults.
No sound may come from the selected audio track, unsupported codec, passthrough setting, television or receiver rather than the stream itself.
The player may default to a silent or unsupported track.
Dolby or multichannel output may not be supported by the TV or receiver.
Another player may decode the audio correctly.
One channel may be missing a valid audio stream.
Close and reopen the player, then restart the device if necessary.
Use a compatible second player to isolate app-specific settings.
Test the same authorised account without changing the home network.
| Test | Result | What it suggests |
|---|---|---|
| Works in a second player | First player fails | Application configuration or decoder is likely involved |
| Works on a second device | First device fails | Hardware, storage, OS or local app issue |
| Works on another connection | Home broadband fails | Wi-Fi, router, DNS or ISP path is involved |
| Fails everywhere | All comparisons fail | Account, source or provider-side issue is more likely |
Send useful evidence instead of only saying that it does not work.
Use the next guide that matches your device, application or symptom.
Separate video and audio faults.
Read guide →Test a second player.
Read guide →Review audio and output settings.
Read guide →
