No sound from UVerse, trouble shooter not available

We're happy to help with your U-verse sound, @AmyESB.

We have some helpful information to help troubleshoot your U-verse sound. This provides information on how to use the troubleshoot and resolve tool to find and resolve issue with your U-verse service. It also has additional steps on how to restore your U-verse sound. 

If that does not help, let us know the brand of the TV you are having this issue with. 

Let us know if this helps or if you need further assistance with this. 

Elmi, AT&T Community Specialist.  

Thank you. It's a Samsung TV.  The "TroubleShoot and Resolve" tool from the U-Verse remote does not work.  Message on screen:
Error code: 0 - Failed to load resource.
kx: Failed to load resource. WebException: Unable to connect to the remote service. Socke
tException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond."

Thank you for the update, @AmyESB.

We have a couple more questions to fully understand the situation:

1. Is this Tv connected to a home theater system, sound bar?(Check to see that the power is on and the correct output is selected) 
2. Is this happening with a certain channel or with multiple channels.
3. When it is connected, which remote are you using for volume?(Tv remote or U-verse remote).

We will be looking forward to your reply. 

Elmi, AT&T Community Specialist. 

1) No home theater system. 
2) All channels.
3) I've tried both remotes and the television.

Thank you for that information, @AmyESB.

We recommend reaching out to Samsung support as this only happens when using your Samsung TV. 

Let us know what they say and if you still need further assistance, we're always here to further assist you with this. 

Thank you for contacting the AT&T Community Forums Team. 

Elmi, AT&T Community Specialist. 

Thank you. I'll reach out to Samsung. But in a similar vein, it's only happening with the AT&T device. Other devices are working fine with this TV. So, it seems a communication problem between U-Verse/AT&T and the TV.  The fact that the U-Verse Troubleshoot and Resolve tool is not working is equally concerning.  

I've also seen several others asking about a similar issue in this forum. The difference seems to be, their Troubleshoot & Resolve tools worked.