“TV keeps reading anything on the screen "volume down 27, 26, etc." Now the volume is just completely gone, no sound and it's not on mute. We tried to reset, but it's still not working. Is there a way to completely reset to manufacturer's setting?”
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This is a very 'smart' system with HDMI. In the speaker setting it will switch away from the internal speakers to your amp if it senses that's what you want it to do. You need to choose TV Speakers if you want sound to come from them. Otherwise, it will assume sound is coming from your home audio system.
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