This is happening on my mom's Contour remote. To fix, I have to go into Audio settings and switch it off of SAP. Is she inadvertently pressing a button on the remote? When this happens, there is no sound on the channel.
I didn't see an SAP button on the Contour-2 remote, so I doubt she's accidentally navigating through Main Menu > Settings > Device Settings > Audio.
I could imagine her accidentally enabling it on the Contour-1 remote. It's the Arrow button.
If SAP is enabled but the program does not carry a second audio track, there will be no audio.
