Work through the checks
- Confirm mute and output selection on the TV, receiver and Bluetooth device.
- Try another authorised source.
- Choose another available audio track if the player offers one.
- Use a documented stereo/PCM comparison, noting the old output setting.
Report whether the issue affects TV speakers, HDMI audio, optical audio or Bluetooth.
Send the useful details
Tell support the actual device model, OS, player and version. For playback, name the item and time zone. For an order, use the receipt reference. Keep passwords, private playlist URLs, device keys and full payment details out of public screenshots.