Our sonos playbar all of a sudden stopped playing the TV sound. Still can played over but not TV sound nor DVD nor Apple TV. Please help.

Hi Azzigp,

Thank you for submitting that diagnostic. Can you let us know what media devices you are using (Apple TV, Cable Box, Blu-Ray player, etc.)?

If you have not already done so, please check for firmware updates on your TV as well.

apatt, The next step would be to isolate where the breakdown is happening as the PLAYBAR is not registering there is an optical cable plugged into the PLAYBAR. Can you temporarily disconnect the optical cable from the back of your Samsung TV and plug it directly to a source device like your cable box? When you make the connection check again to see if you hear any audio being output from the PLAYBAR. If you are now hearing audio from the PLAYBAR it would indicate that the TV itself is not outputting a signal through its optical port. Please let us know the results of these steps.

I have same problem. It was working perfectly for 1.5 years but suddenly stopped yesterday. Restart didn't work. Checked all cable connections are secure. Updated software on Sonos and Samsung TV. Diagnostic number 7364937. Please help!
Hi apatt, welcome to the community. I've reviewed your diagnostic. Please back sure the optical cable is fully pushed in on both sides. Also, please check that the TV settings haven't changed.

I too am having issues with my Playbar. It streams music from Pandora fine but no sound from TV through optical cable. I checked the cable and it's lit red coming from TV. I've tried pulling the power cord, plugging another device directly to Playbar, and no luck.
Here's the Diagnostic number: 7227423
I hope you can help!

Hi mikeqhoang, welcome to the community. Your diagnostic shows no signal coming into the PLAYBAR from the optical cable. This could be a problem with the cable or the port. Are you still using the original optical cable which came with the PLAYBAR? Ensure there are no sharp kinks or crimps in the cable. Please remove it from the PLAYBAR end and tell me if you see a red light shining through (maybe point it at some blank paper). If you don't see the red light,, then you may need a new cable. If you do, we might be looking at problem with the PLAYBAR's port and in that case we'd set up a replacement for you.

Hi There my diag number is 7234511.
My sound bar is neither visible nor playing. I have cycled the power and saw momentarily but now can't see. I can't see my sub either. I can't see other players from time to time and the alarm hasn't worked the past two days.
can you please take a look.
thanks,

Hi babythirteen, your issue seems a little different. I can see other players in range of the BRIDGE which are not properly connecting for some reason. Please tell us more about your network; other than the main router, is there anything else like a secondary router or wireless extender in the house? If you restart your router, does the Sonos system come back? If it does, try to send us a diagnostic showing all the players on it. We can get the logs from them then showing what was happening when they were disconnected.

Well, now we wait for Sonos folks to look at that diagnostic. Sorry my suggestion didn't pan out.

While you wait for Sonos to swing by and look at that diagnostic, may I suggest that you look at the audio settings for both the TV and for the devices that are connected to it? It's feasible that there was a background update that changed the settings that you made to keep it at Dolby Digital or PCM/Stereo.

Hi
I think it appears to have sorted itself I ended up power all the device off for a couple of min & the problem appears to have gone away for the moment

I am having same issue diag 7218635 have rebooted tried different op cable just no tv sound

Thank you, Shark. I did, but I will double check.

I should add that I took all the steps suggested here, e.g., checked the optical cable, power cycled the unit, etc.

Not having the ability to look at the diagnostic, let me make an educated guess, based on personal experience. I had a TV switch its own audio settings due to a power surge/outage in my home just after I'd moved, and before I had a chance to put it on a surge protector. Now, the information you're going to get from the Sonos folks will be more accurate, since they'll be able to look at the diagnostic, but I'd at least start by checking the audio settings on the TV, particularly since it is working for the PS3. If you get your TV signal from cable, or some other "set top box", you should check the audio output settings on that device as well. It's feasible that it is sending something other than either stereo or Dolby Digital, and the TV is passing that out to your Playbar.

Finally, you can also look in your app at "about my sonos system" in the preferences area. In the list of devices on your Sonos system, it will list your Playbar, as well as what signal it thinks it is getting through the optical cable.

Hope this helps, at least partially, while you wait for a Sonos person to look at your diagnostics, which you were indeed kind to post!

pat_garneau

You are right to post a diagnostic... I suspect this may require a Sonos Staff member to look at the details and get back to you... I can't see what would have happened to change the playback for TV versus PS3... that makes no sense to me personally... but others here have more experience ... perhaps the Sonos Staff can see something in the logs?

Same problem here! After years of working perfectly. just bought a new TV yesterday, still not working. Will try to get a diagnostics number, but thinking there must be a fix on it's way very soon...