Documentation / Troubleshooting / How to check the player’s audio output

How to check the player’s audio output

Introduction and orientation

Check which audio outputs Linux offers, where playback is routed and whether the output is muted. A configured volume level does not prove that the speakers are audible.

Checks and troubleshooting

Before you start

Enter each command separately in the remote console. They only read information and do not change settings. You must have permission to use the console; if you do not normally use it, ask your software provider for help.

Wait for the actual command output. SEND OK only confirms sending. If the console does not return results for other commands either, an empty reply cannot be interpreted as a missing tool or device fault.

  1. Check the media and device audio settings.

    Play a known media file that contains sound. In the device settings, check that audio is enabled and the maximum volume is set. If only one USB file is silent, check its audio track using the USB video diagnostic guide.

  2. Check that the audio inspection tool is available.

    pactl is a tool that lists audio outputs and their settings. The following command checks whether the player can find it.

    command -v pactl

    If a path such as /usr/bin/pactl appears, continue. If the command completed but returned no path, the tool was not found. This is not an audio fault: ask your provider for the supported procedure rather than installing anything yourself.

  3. Find the default audio output.

    The following command lists basic audio-service information. Find Default Sink: it identifies the default audio output, such as HDMI. Note its name so you can compare it with the next listing.

    pactl info

    An error such as Connection failure means the tool could not connect to the audio service. It does not establish that the sound card is missing or faulty. Send the output to your provider; without a connection, the remaining pactl commands cannot provide the required information.

  4. List all available audio outputs.

    Each line in the following listing represents one audio output. Find the name from Default Sink. Names may contain hdmi or analog, but vary by device. The number at the start of the line identifies that output in this listing.

    pactl list short sinks

    SUSPENDED may simply mean that nothing is currently playing on that output. It does not establish a fault. If the expected output is missing, send the listing to your provider.

  5. Check mute and volume.

    The following detailed listing contains a separate block for each output. Find the block with the name you noted, then check the items below.

    pactl list sinks
    What to look forWhat it means
    Muteyes means the output is muted; no means this setting is not muting it.
    VolumeCheck the volume percentage for each channel. A zero value may explain silence.
    Active PortShows the selected connector or route, if reported by the driver. Compare it with the actual connection.
  6. Check where the playing audio is actually routed.

    Leave the known media playing and run the following command. Each block represents an application’s audio stream. Match its Sink value to the output number from step 4. This shows where that stream is actually routed; it may differ from the default output in step 3.

    pactl list sink-inputs

    If no stream is listed during expected playback, the audio service is not showing one through this access. Check that the media is actually playing and contains an audio track. An empty listing alone does not establish a speaker fault or explain why the stream is absent.

  7. Compare the result with an on-site check.

    If audio is routed to the expected output, is not muted and has a non-zero volume, ask someone on site to check display volume, selected input, cable and speakers. The console shows software settings, not proof of audible sound. Change settings only in response to the findings.

Technical note for administrators

pactl queries the audio server of the current user session (PulseAudio or a compatible service). The console may run as a different user from the playback application. Do not reuse another user’s UID or session path, or automatically add sudo; an authorised administrator must verify the correct access.

pactl — Ubuntu / PulseAudio

Related topics and next steps

What to send to support

Send the device identification, check time, exact symptom, command output and comparison with a working case. Omit passwords and unrelated personal data. Distinguish on-site observations from remote checks.

  • Using remote diagnosticsFirst compare current monitoring and the remote preview with observations on site. Then choose a targeted read-only check. The result should identify the next step, rather than automatically assign the cause to hardware or software.
  • How to check a video that will not play from USBIf the system recognises USB storage but one video will not play, check file access, the actual format and the presence of video and audio streams.
  • Device monitoringMonitoring already provides basic storage, temperature, connected-device and display information. Use the console for a specific question these reports cannot answer. For example, recognised USB does not confirm correct touch contacts, and software display state does not prove a physical image.

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