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Suddenly lost connection with LG CX TV

  • November 6, 2020
  • 7 replies
  • 333 views
A


excuse the typo in the subject...can’t seem to edit it...but you know what I meant to write! 

I’ve had a Sonos Beam for ages working happily on 2 Samsung TVs. I’ve recently got a new LG CX. Sound was fine for one week (connected through ARC) but yesterday morning I got up and the sound is no longer working from the tv. Sound when played through the S2 app is fine so it’s purely a tv connection issue. Tried new HDMI cable, tried unplugging and plugging in again. Factory reset as well but no change. Every time I try and connect to the tv through the app it fails saying the ARC isn’t available. 
 

on the tv this sort of symbol comes up when I switch to HDMI ARC.  🚫

 

hope someone can help..

Best answer by afcchris

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. 

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7 replies

Simon B
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  • Simon B
  • Retired Sonos Staff
  • 2028 replies
  • November 6, 2020

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.

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A
  • afcchris
  • Author
  • Contributor I
  • 6 replies
  • November 7, 2020

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 

 

 

Simon B
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  • Simon B
  • Retired Sonos Staff
  • 2028 replies
  • November 7, 2020

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.

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A
  • afcchris
  • Author
  • Contributor I
  • 6 replies
  • November 7, 2020

Thanks Simon. I have LG coming tomorrow so will let you know what happens

Simon B
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  • Simon B
  • Retired Sonos Staff
  • 2028 replies
  • November 7, 2020

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.

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A
  • afcchris
  • Author
  • Contributor I
  • 6 replies
  • Answer
  • November 10, 2020

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. 

Simon B
Forum|alt.badge.img+16
  • Simon B
  • Retired Sonos Staff
  • 2028 replies
  • November 10, 2020

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.

Help others find useful content by clicking the like button and selecting the best answer to your question
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