Hi @afcchris, Thank you for reaching out and welcome to the community. Sorry to hear about this issue on your Sonos Beam to your LG TV. And thanks for trying some troubleshooting steps in resolving this issue. So that we’ll be able to see the current status of your Sonos system, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue and to be able to check on the status of the ARC connection from your Beam to the TV. You may reply to the thread with the confirmation number to assist you with this issue.
Let me know your thoughts with the advice above.
We're here to answer any further questions you have.
Hi there
thanks. The number is 1518873673. The only thing that is confusing me now is that the beam isn’t asking to connect to the tv within the app where before there was something come up saying “let’s connect your Beam to the tv” or similar to that. Nothing has changed though...it still won’t connect to the tv
regards
Chris
Hi @afcchris, thanks for the update and for sending a diagnostic report of your Sonos system, upon checking the diagnostic information, it shows that it’s not detecting the Arc connection for the Arc port on your TV. Kindly try to unplug it from both ends on the Tv and the Sonos Beam unplug it for 1-2 minutes. And unplug the TV and the Sonos Beam for 1-2 minutes from the power source. If that’s done and it’s still not working. We’ll take this further.
Please, feel free to let me know if you require any further information.
We're here to answer any further questions you have.
Thanks Simon. I have LG coming tomorrow so will let you know what happens
Hi @afcchris, thanks for the update. If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.
The Sonos community is always here to help.
Hi Simon
The issue has been fixed. LG helped identity that it was a sound format issue. They switched from auto to Dolby Digital plus and it started working. Then went back to auto and it’s still fine. It wasn’t the solution I was expecting but glad its fixed. Thanks for your help.
Hi @afcchris, thanks for the update. I’m glad that it worked and LG fixed it for you. If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.
We're here to answer any further questions you have.