edrocker

New Contributor

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20 Messages

Closed

Audio Description is On and I cannot seem to turn if Off?

Recently we have experienced this issue on Fox (Channel 1013). We live in Ocala, Florida. We go into settings and audio description is turned off, but it still gives an audio description of the program. It doesn't happen during commercials. We are currently watching Hells Kitchen and nothing we do seems to work.

CrystalS

Former Moderator

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440 Messages

Hello Ed

That must be driving you stir crazy. Let's work together to resolve this. Can I please have your service address? This is so I can send a signal to the box or if you have the Cox Connect App you can reset the box from there or you can reset the box by pushing the A button on your remote control. Please let me know which option you would like to use.

Crystal A.
Social Media Support Specialist

edrocker

New Contributor

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20 Messages

I reset my box, but I'll have to wait until Wednesday when I record The Masked Singer on Fox to see if it made a difference or not. I'll submit another reply then to let you know if it worked or not. Thanks.

Lunamom

New Contributor II

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15 Messages

I have the same problem and it’s only on Fox 1013. As it does not happen on other channels and I’ve tried resetting the box, I wonder if it’s how the signal is set by Cox Will check to se if you resetting of the box fixes your issue

edrocker

New Contributor

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20 Messages

Still having the same problem after resetting the box and as Lunamom pointed out, it's only on Fox 1013.

Lunamom

New Contributor II

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15 Messages

i've tried to report it to cox technical support, but they still insist it must be my settings. They say they will submit a "report" whatever that means. Hopefully, I won't have to hear the audio description of Hell's Kitchen tonight. Fingers crossed

EricaW

Former Moderator

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136 Messages

Hi Lunamom and Edrocker,

If your most recently checked titles including Hell's Kitchen are still affected, please be sure (each of you) to send emails to our cox.help@cox.com email address with the link to this forum. This will allow us to make sure the proper reports were submitted and permit us to do so, if not. We look forward to your correspondence.

Thanks in advance,
Erica
Cox Support Forums Moderator

ColleenD

+2 more

Moderator

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1.8K Messages

Hi! If you have configured your receiver or television to play SAP audio to listen to Spanish language track for a show, when video descriptions are available in televisions shows it will temporarily replace the Spanish language audio track with English descriptions and dialogue. Turning off SAP will also turn off the descriptive audio.

You can turn off SAP using the voice feature of your Contour 2 remote by using the following instructions. To access the SAP menu using the voice feature of the Cox remote control, press the Mic button and say, "S - A - P".

Alternately you can navigate with the remote using the instructions below.

1 Press the CONTOUR button on the Cox remote.

Result: The Main Menu displays.

2 Highlight the Settings gear icon, then press OK.

Result: The Settings menu displays.

3 Highlight the Device Settings option, press OK.

4 Use the down arrow to highlight Audio, then press OK.

5 Use the down arrow to highlight Secondary Audio Programming (SAP), then press OK.

Result: Pressing Ok will toggle the SAP ON / OFF.

6 Use the up and down arrows to highlight a language, then press OK.

Colleen D. Cox Support Forums Moderator

edrocker

New Contributor

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20 Messages

I have never had SAP enabled as I don't speak Spanish. I would think that if more than one person is having the same issue only on one particular channel and that it just started happening without any actions from the customer, your tech people would look at their end instead of blaming the issue on the customer. However, I figured out a work around on my end. When watchin Fox programs on Channel 1013, you actually have to turn ON SAP and set the language to English. This will eliminate the Audio Description from playing.

KevinM2

Former Moderator

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1.5K Messages

Hi Edrocker, we checked the channel feed in Ocala, FL, and as of now, the NASCAR race is in English (no audio description). No issues have been reported in the area regarding the feed for Fox on channel 1013. Would you mind saying "SAP off" into the mic on the Contour television remote for me? If the audio description of the program is still occurring, our next step would be to send out a service technician. If this is a route you wish to take, please forward a link to this thread to our team at cox.help@cox.com. We're terribly sorry about the ongoing issues, and we look forward to resolving this for you. -Kevin M. Cox Support Forum Moderator

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Audio Description is On and I cannot seem to turn if Off?

edrocker

Lunamom

edrocker

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EricaW

edrocker

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