Forum Discussion

edrocker's avatar
edrocker
New Contributor
6 years ago

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 pro...
ColleenD's avatar
ColleenD
Moderator

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's avatar
edrocker
New Contributor
6 years ago

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's avatar
    KevinM2
    Former Moderator
    6 years ago
    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