Xbox series X sound and display issue.

jameswyers · Dec 25, 2021

Finally got an Xbox series x. Brand new, non refurbished.

Open it up and connect it to my LG UH6030.

The television supports 60hz refresh rate at 4k UHD resolution.

The Xbox turns on and boots up fine. When configured to 4k, the TV screen turns blue and the aspect ratio is absolutely wrecked. It defaults back to 1080p after the display change timeout.

The second issue is that there is no sound coming from the Xbox through the TV at all.

I spent 3 hours on the phone with tech support who didn’t fix anything and I had a real hard time understanding. God bless him, he tried but I don’t think he fully understood the issues.

I have tried different HDMI cords, different TVs, totally factory reset of my TV (which works fine with anything else otherwise.) Total factory reset of the Xbox several times over. To no avail.

No sound at all, and trying to set the display to 4k just fails. I’ve done everything I know to do and finally the tech support guy says something about sending my problem report to more high end tech support or something and I got a poorly written report of the troubleshooting.

I’m not sure if I have to follow up, or they will.

As far as I can tell, the Xbox series x console is just broken. Has anyone ever experienced these issues? Am I supposed to just call back later or is there anyway I can get some better advice here?

Just kinda bummed it’s not working and my friends and I are out of ideas.

:)

Jesse E'

Hello, My name is Jesse. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

What you have explained and all the troubleshooting you have already tried points to a hardware issue with the console, especially the issue with the audio. Support should send you a follow up email within 72 hours.

However, there are 2 choices I'll recommend;

1. If you bought the console from a third party store, you can take it back there for a replacement. You're likely to get one if you bought the console within 30 days.

2. If that's not an option, you can send the console to Microsoft for a service repair. You can see details on how to proceed with that here https://support.xbox.com/en-US/help/hardware-ne....

jameswyers

Just an update: I still haven't received a follow up email from microsoft so today I just took the xbox back to my local Walmart. They refunded me the money but said they couldn't order me a new one so I guess I'm just back to hoping that one day I can find another one available someday. Kind of a bummer.

I know that the other option was to send it via mail back to microsoft for repairs but the idea of sending it through the mail where it could get lost and the fact that it's hard to communicate with microsoft as is just doesn't give me overwhelming confidence that that would be a good idea.

Jesse E'

Merry Christmas to you too

jameswyers

I bought it from Walmart online. I am almost 100% sure it's a hardware issue. I can play stuff on it if I set everything to 1080p and I can get audio by plugging in a headset to the controller but that just wont do. So I will likely be taking it back to a local Walmart in person and hopefully get another one within a month. But, as I know they are a rare commodity, I won't hold my breath.

Thanks for responding. I'll wait a bit for the support email but at this point, honestly tech support just doesn't really seem to be of any sort of help. I know they try but there is only so many times I can turn it on and off again and try to re-explain the issue. I'm real disappointed for sure, but I'm not mad. It's Christmas time, and people need to not worry about my problems so much. Tech Support can only do so much and even though we couldn't communicate so well, I truly admire the dude's patience and perseverance.

I guess I just needed to get that off my chest.
Merry Christmas.

Nursemorph

It is sounding like a hardware fault as noted above, especially given it is having audio and visual issues

There's a thread on Reddit about the LG CX and video issues...different model but may still be some useful things in there to try (there are a few swear words in the thread to be aware):

https://www.reddit.com/r/OLED/comments/jt0a2t/lg_cx_with_xbox_series_x_stuck_on_low_resolution/

I doubt it will help given your audio issues as well but you never know. Regarding the audio issues, I assume you have messed with the Xbox Audio settings...changing to Stereo etc?

Xbox series X sound and display issue.