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Playbar suddenly not playing TV audio - Still works with streaming.

Forum|Forum|6 years ago
July 25, 2020
27 replies
3145 views

My Playbar suddenly stopped working with TV audio this week. I have an LG UK6570AUA using optical out. This has worked without issue for 2 years. If I go into the app I can play music. It will not recognize the TV input. I have this Playbar set up along with a sub and two surround speakers.

Strangely when I try to use the volume up on the remote, the LED on the Playbar does not show anything. But when I press volume down, the LED blinks. Regardless if I go into the app it does not see that there is a TV source and raising the volume does nothing.

So this happened for the first time last Thursday. I reset all connections, power cycled a few times, and eventually the playbar came back. Today (Saturday) same problem. I cannot do the same kabuki dance with all the wiring again. My wife is pissed. I had to go back to the TV speaker.

I have seen other posts about this problem. Seems like a silly issue to have.

Please help ASAP.

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Best answer by Patrick Turner

UPDATE on this problem. I may have solved the issue.

I purchased some compressed air and a brand new optical fiber cable. I blew out each optical fiber port with air and installed the new optical fiber cable and confirmed that it snapped into place. So far I have not had the audio failure problem.

It is possible that either the optical transmitters/receivers were dirty with dust - and - it is also possible that one or both of the fiber cables I used was scratched just enough to fail from time to time.

For now I think we are in good shape. It would be helpful if the optical receiver could provide a singnal level of the input, because optical fiber input levels are very sensitive and if in fact the fiber was scratched or not seated, then the level would have been too low to properly receive. But without this type of signal level information, I had to replace the cable, blow out the ports, and hope that maybe this is it.

So for now we are back in business working fine. For others having this problem, make sure you have blown air to clean out the optical ports and have a nice new cable with covered ends that has not been touched by kids dirty hands or left in a drawer.

Thanks

Patrick

Paul A

Retired Sonos Staff

Hi @Patrick Turner.

Welcome to the Sonos community and thank you for sharing your concern.

I would like to ask if you can replicate the issue or if the issue still persists, please submit a diagnostic so we can check what is going on with the Playbar. Since you have already confirmed and mentioned that the Playbar is able to play music, we have already isolated the issue that music works but not TV audio. Please try to replicate the issue and submit a diagnostic so we can check the status of the Playbar.

Please let me know if you still have further questions or concerns. We are always here to help.

Thanks,

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N

nik9669a

Senior Virtuoso

Is there any possibility the tv has had a software update that has reset the audio out settings?

P

Patrick TurnerAuthor

Trending Lyricist II

Paul:

The issue still persists. I submitted a diagnostic for my system. The problem is now intermittant. This morning I had no TV audio from the playbar, and later today the TV audio worked from the playbar. I have had to change the TV audio out to include BOTH tv speaker and Playbar because otherwise my wife will kill me for having an expensive sound system that does not work.

At first I thought this may be the TV, but two things do not make sense. 1) It works sometimes, and an update for the TV would have likely killed the audio output, and 2) When I use the remote control when the playbar is NOT working with TV audio, the volume up command does not result in Playbar responding with an LED confirmation. When the playbar is working, the volume up on the remote does result in an LED confirmation from the playbar.

I can see the volume going up and down on the TV so I know the command is working.

Thanks

Patrick

Paul A

Retired Sonos Staff

Hi @Patrick Turner.

Thanks for submitting a diagnostic and for your immediate and detailed response.

I would like to share with you based on the diagnostic submitted, it indicated that the optical cable connection between the Playbar and the TV is not being detected. I would suggest trying to unplug and plug the optical cable from both ends (Playbar and TV) if the issue persists, try using a new optical cable and see if it helps.

Please let me know if you still have further questions or concerns. We are always here to help.

Thanks,

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P

Patrick TurnerAuthor

Trending Lyricist II

Paul:

I trid to unplug and replug the optical cable from both ends. I will try it again and blow some air into the optical ports. I will find out if I have another optical audio cable somewhere and if so, I will replace it.

Thanks for looking at the diagnostic.

—Patrick

Paul A

Retired Sonos Staff

Hi @Patrick Turner.

Thanks for the update and immediate response.

Please let us know how it goes. It may just be a defective optical cable as the diagnostic clearly indicated no cable detected.

Please do not hesitate to reach out if you still have further questions or concerns. We are always here to help.

Thanks,

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P

Patrick TurnerAuthor

Trending Lyricist II

Paul:

I swapped the optical cable with another I had. It appears to be working well.

I will advise if this is working over time.

Thanks

Patrick

Paul A

Retired Sonos Staff

Hi @Patrick Turner.

Thanks for the update, immediate feedback, and for trying my recommendation.

Please continue to observe if the issue no longer re-occurs.

Please let us know and keep us posted about the progress. We are always here to help out.

Thanks,

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P

Patrick TurnerAuthor

Trending Lyricist II

Paul:

Problem has come back. The new optical fiber seemed to work, until today. The PlayBar just crapped out again with the same issue. No TV sound.

In the Sonos app it does not recognize TV sound coming into the soundbar. I can use the volume down setting on the remote, which provides a confirmation LED from the PlayBar, but the volume UP on the remote does not increase the volume and there is no LED confirmation from the PlayBar.

I looked at the fiber itself, and there is light coming from the TV visible in the fiber. So I believe the TV is properly outputting optical audio. I had to turn the TV to use internal audio again.

I jostled all the connections and still no TV audio.

Then after about 10 minutes, it started working again without explanation.

Please advise on next steps. I am at a loss and I need the sound to work.

Thanks

Patrick

AjTrek1

Hi @Patrick Turner

Just read through the posts and what you and @Paul A have done thus far. My suggestion is to isolate the problem to either the Playbar or TV. To do so requires either another TV or another soundbar with optical connection.

Option 1

Connect the Sonos Playbar to another TV for a few days. If the problem does not occur with the Playbar connected to another TV then issue is with the LG. If the problem occurs with Playbar while connected to another TV then the issue is with the Playbar.

Option 2

Connect another soundbar to the LG. If the issue does occur then it’s the LG; if not it’s the Sonos Playbar.

Hopefully, you can try one of the options.

Cheers!

Together Everyone Achieves More = T.E.A.M.

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