Article ID : 00045100 / Last Modified : 08/15/2015

The audio, video, or both goes out when using an HDMI connection.

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Follow these steps to troubleshoot why the audio, video, or both goes out when using an HDMI® connection.

NOTE: Because each of these steps represents a possible solution to this issue, check the audio or video status after completing each step to make sure that audio or video drop out is no longer occurring.

  1. Make sure that the cables are securely connected to all of the components.
  2. Make sure that the HDMI cable is not being tied together or placed next to any power cables. Power lines or other cables that transfer voltage may cause interference to the HDMI signal so, during the installation, it is best to keep the HDMI cable separate from other lines or cables.
  3. If the audio system is connected to an input device not compatible with HDCP (High bandwidth Digital Content Protection), you cannot output any images. In this case, check the specifications of the connected device.
  4. For the STR-DN1060 and STR-DN860: If you cannot output 4K content on a TV, check the following:
    • When you connect an HDCP 2.2 compatible device to output 4K content, make sure to connect the device to the HDMI IN SAT/CATV jack and connect the TV to the HDMI OUT (ARC) jack of the AV receiver.
    • Depending on the TV or the video device, 4K content may not be displayed. Check the capabilities and settings of your TV and video device.
    • Be sure to use a High Speed HDMI cable to enjoy 4K content.
  5. Try connecting a different HDMI cable.

    NOTE: The quality of the HDMI cable will also cause drop out. We recommend using a Sony® HDMI cable or requesting a high-speed HDMI cable from your local electronics retailer.

  6. Verify that the appropriate input is selected on the home audio system.
  7. Initialize or reset the audio device to factory default settings.

    NOTE: Model-specific steps for initializing or resetting the device is available in the supplied manual. Manuals are posted on your model support page.

  8. Reset the HDMI connection .