- TVs
- Smart TV
This audio is not supported
LG webOS TV: This audio is not supported message in playback
Risk level
Low
Usually safe to check without specialist tools.
Urgency
Low
Quick answer
On LG webOS TVs, the "This audio is not supported" message (or video playing normally with no sound) in SmartShare and USB playback means the file's audio codec (such as DTS on 2020 models), bit rate, or sample rate is not supported by the TV. Check the file on a PC or re-encode its audio.
Safety first
Stop and check this first
- When only a specific video file plays without sound or triggers an unsupported audio message, LG confirms it is a file codec compatibility issue and not a hardware defect with the TV.
Safe checks you can perform
- Verify that the file plays with normal sound on a PC video player
- Inspect the audio codec, bit rate, and sample rate on a PC
- Compare the container and audio codec against the TV user guide
Leave these tasks to a qualified professional
- Do not attempt this professional task: Re-encode the video file on a PC with a supported audio codec such as MP3
- Do not attempt this professional task: Review customer service information in General > About This TV
What a technician must be able to justify
Technician visit
These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.
These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.
Re-encode the video file on a PC with a supported audio codec such as MP3
What they doTo play a video file whose audio codec is not supported on your LG TV, encode it on your PC using a third-party encoder with supported encoding preferences: AVI extension, H.264 family video codec, MP3 audio codec, and the same bit rate and resolution as the original file.
They must show youthe re-encoded file (AVI with H.264 video and MP3 audio) playing with normal sound on the LG TV.
In writingthe original unsupported audio codec, the MP3 audio codec and bit rate applied, and the playback verification result.
Review customer service information in General > About This TV
What they doIf sound still fails across undamaged files encoded with supported MP3 or AAC audio, bit rate, and sample rate, check customer service information on the TV under General > About This TV.
They must show youthe test result with a verified H.264/MP3 video file and the model screen under General > About This TV.
In writingthe exact LG TV model number, webOS version, and audio specifications tested.
Before accepting a part or repair
Nothing has been shown yet. Do not accept a part swap based on the code alone.
Follow these steps
Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.
Verify that the file plays with normal sound on a PC video player
- Who:
- you, with the USB storage device and a computer video player.
- How:
- play the video file on the video player on a PC to confirm that both video and sound play without any problems and to rule out file damage.
- Result that matters:
- confirming whether the file's audio track is intact on a computer.
- If there is no sound or the file fails on the PC too:
- the media file is damaged and should be replaced.
- If the audio plays normally on the PC:
- check the file's audio codec, bit rate, and sample rate next.
- Evidence to keep:
- file name and the result of testing audio playback on a PC video player.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Inspect the audio codec, bit rate, and sample rate on a PC
- Who:
- you, using a third-party video encoding program on a PC.
- How:
- open the video file in a third-party encoding program on your PC to inspect its playback information, checking whether the audio codec (such as DTS on a 2020 LG TV, or excluded WMA v1 / WMA Speech), bit rate, and sample rate are supported.
- Result that matters:
- identifying which audio parameter does not match the television's supported specifications.
- If the audio codec (for instance DTS on a 2020 webOS 5.0 model), bit rate, or sample rate is unsupported:
- convert the audio track to MP3 on your computer.
- If the audio format looks standard:
- compare the container and audio codec combination against your TV user guide below.
- Evidence to keep:
- audio codec name, bit rate, and sample rate reported by the PC program.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Compare the container and audio codec against the TV user guide
- Who:
- you, with your LG TV user guide or codec support table.
- How:
- check the supported audio codecs for your file extension (such as AVI, MP4, MKV, TS, or WMV) in the user guide, noting whether formats like Dolby Digital, AAC, or MPEG-1 Layer III (MP3) are required for your model.
- Result that matters:
- knowing the exact supported container and audio codec target for re-encoding.
- If the file's audio codec is not listed for that extension:
- re-encode the file on a PC using AVI, H.264 video, and MP3 audio.
- If even files encoded with supported MP3 or AAC audio fail to produce sound:
- check customer service details in About This TV.
- Evidence to keep:
- file container extension and the supported audio codecs listed for your LG TV model.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Still not solved
If the error persists, stop here. See what the technician must do and show you.
Where this code applies
A code is meaningful only inside the right product and version context.
Primary scope
- System
- TVs
- Brand
- LG
- Product type
- Smart TV
Known code variants
- Este audio no es compatible
- LG este audio no es compatible
- LG SmartShare audio no compatible
- LG SmartShare audio not supported
- LG this audio is not supported
- LG TV this audio is not supported
- LG USB video sin sonido codec
- LG webOS USB audio not supported
- This audio is not supported
What it means
LG official support documentation for LG webOS TV SmartShare movie playback and USB video codec compatibility (covering representative models including 2019 webOS 4.5 OLED and 2020 webOS 5.0 OLED TVs) explains that the "This audio is not supported" message appears when video plays normally but the file's audio codec, bit rate, or sample rate is incompatible with the television. LG notes that supported codecs vary by model and year, and confirms that an inability to play audio on a specific file is a file compatibility symptom that never proves the TV hardware is faulty.
Warnings and stop conditions
- Loweditorial warning
When only a specific video file plays without sound or triggers an unsupported audio message, LG confirms it is a file codec compatibility issue and not a hardware defect with the TV.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Symptoms and causes
Probable causes · in order
- Audio codec in the video file not supported by the LG TV modelCommon
The media file uses an unsupported audio codec; for example, LG documents that the DTS codec is not supported on LG TVs released in 2020 (webOS 5.0), and Dolby AC-4 or MPEG-H 3D Audio are not supported on some models.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
- Unsupported audio bit rate or audio sample ratePossible
The audio track's bit rate or sample rate falls outside the specifications supported by the LG webOS TV media player.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
- Damaged audio stream inside the media fileLess common
The file on the USB storage device has data damage affecting its audio track, preventing normal audio playback.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Virtual technician
Does This audio is not supported still appear after these checks?
Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.
Sources and technical references
- 1
LG webOS TV - SmartShare Movie Playback Problems
LG · 2025 · official_doc
- 2
[LG TV Function] I cannot play video files from a USB storage device.
LG · 2025 · official_doc
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