UPDATE: We understand that Comcast was able to resolve this issue as of late afternoon Wednesday 7/31, and that most of our Santa Cruz viewers now have sound back on BBC World News America, and other British programs. If you still do not have sound on BBC World News America, you’ll still need to call Comcast to have them walk you through fixing the settings in the set top box, returning the Language Preference to English, and the Audio Preference to Stereo.
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We are aware that many Comcast Basic Cable subscribers in the Santa Cruz area have developed a problem with sound missing from some programs, the easiest one to check being the weekday afternoon broadcasts of BBC World News America on KQED 9 at 2:30pm and 4pm.
If your Comcast remote is black, please read the next post down, and you may be able to resolve the issue yourself. However, all of the subscribers we’ve spoken with so far have a Silver Comcast remote, and the problem can only be fixed by calling Comcast, and having them walk you through the correct procedure.
When you call the 800# on your bill, use the option for “Technical Troubles.” When you get to a live person, insist on speaking to a technical supervisor. Once you’re talking to a supervisor, let them know that you have an audio problem resulting from the work Comcast did on its MUX lines in the Santa Cruz area on Thursday 7/25. The problem is that, as a result of their remapping of the audio feed channels, the S.A.P. channel within your TV set has been activated, and you need their assistance turning that feature back off.
At this point, they should start instructing you on how to access various menues to correct the settings within their box. The most likely problem is that their work reset your language preference to either French or Spanish, and it needs to be returned to English. If not that, then in the regular audio menu, the work changed your settings to SAP, and it needs to be returned to Stereo.
(DT9.1, 9.2, 9.3)
This morning we had a very brief outage of our over the air (OTA) coverage for KQED 9.1/9.2/9.3, which lasted apx 4 minutes. Most tuners will have found the channel again as soon as service was restored, but some may need to be rescanned for channel 9.
This outage did not affect cable or satellite viewers.
Update: this problem was resolved late on the evening of Sat 2/23/13.
We are aware of the technical problems currently affecting KQED World and KQED Life both Over the Air (DT9.3 & DT54.3) and via Comcast Cable (channels 189 & 190). Engineers are working on the problem, but unfortunately we do not expect to be able to resolve it quickly. We apologize for any inconvenience.
We are aware of the lack of sound on current transmission of “Nature: Cold Warriors”. Engineers are working to solve the problem.
We are aware of the intermittent audio issues taking place on KQED World via Comcast Cable channel 190. We have a faulty audio card in the chain, and are awaiting its replacement, which should arrive soon. We apologize for any inconvenience.
We are aware that on-screen program information (PSIP) is currently missing for Over the Air viewers. The software company has been contacted, and hopefully repairs will happen quickly. We apologize for any inconvenience, and thank you for your patience.
Due to installation of new equipment, KQED’s Over the Air tranmission on DT9.1, 9.2 & 9.3 will be interrupted Tuesday 11/20 at apx 8am. Hopefully all work will be completed by 10am, but might run as late as 11am.
Most tuners should automatically restore the signal once it’s back on air. This work should not affect viewers receiving their signal via cable or satellite.
we are aware that the PBS NewsHour is currently playing without audio. We are not receiving audio from the satellite feed, which is going straight to air, and are looking into it.
(Comcast 190, DT9.3)
We are aware that a few shows airing on KQED World are ending up in an incorrect aspect ratio. Engineers are looking into the issue, and we appreciate your patience while we work on the resolution.
All of our television stations are operating on auxilliary power due to maintenance work being done on our antenna. Normal operation should be restored by 4pm on Thu, Sep 13.