LG OLED55CX magic remote not working with Playbase (mute)

Hi @jusalq.

Thanks for reaching out and welcome to the community!

I appreciate your detailed post and I’d be glad to assist you from here.

You may try to reproduce the settings you used in the beginning for there may have just been a change.

Also if the firmware has been updated in the remote that may have removed whatever settings were once compatible.

This article can help for it contains the configuration to Use an LG Magic Remote with Sonos home theater speakers.

Let us know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

Hi, 

I have done from the beginning one more time and mute doesn’t work with the lg magic remote.

I have tried desactivating simplink, with Philips as the manufacturer, Sonos and it doesn't work anyway.

Hi @jusalq.

Thanks for your response and for your effort in doing these steps.

If I understand it correctly, Sonos is responding with Volume up and down, it’s a bit odd because it means Sonos is receiving the IR signal from the remote.

Is the ‘Mute’ function not working only on Sonos speaker, how about with the TV, and other devices that it was programmed? 

What is the Sonos product, and the type of cable connected on the TV?

After the remote configuration, have you programmed it also with Sonos through the app?

Within the Sonos app, under Room Settings for the home theater speaker, select the TV tab, and click on Remote Control Setup. 

Let us know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

Hi Annazel!

I see the mute symbol in my tv when I press mute button. If I use the remote control of my other lg tv it works, and when I use the Sonos app the mute function works too, but with the magic remote it doesn't work. I have a playbase connected by optical to my tv.

Thank you very much.

Hi @jusalq.

Thanks for your immediate response.

To verify if I understand it correctly, both the TV and Sonos mute function works using other LG TV remote and Sonos app?

Kindly confirm if you can ‘Mute’ the Playbase and if it will respond using that other LG TV remote that you have.

Note: Only one remote can be programmed to control the Sonos home theater speaker at a time.

If you will use another remote, you would need to program it first with the Playbase, following the same steps above.

Please let me know how it goes.

No, it worked because I tried to program it with the Sonos app, but then I have done all the setup process with the magic remote.

Hi @jusalq.

Sorry, I didn’t get that. Did the other remote work with the Playbase?

Yes, it works, but I need this remote in another place. I was explaining that before trying with themagic remote I have done all the setup process. 

Hi @jusalq.

Thanks for your response and for the update.

I understand, and  I appreciate your patience and effort in all the tests that we did.

We are now certain that the problem is not on your Playbase, because it works with other remote even on the app.

I suggest that it’s best to reach out with LG support, let them know the problem as well as the tests that we did to isolate the issue.

There might be some other configuration needed on the remote so they can assist you further.

If you have any other questions or run into any issues, please do not hesitate to reach out, we are always here to help.

I am having the exact same identical issue i.e. mute button from the LG remote control does not mute the Sonos 5.1 home theater system.   I contacted LG and was transferred to a robot that sent me a text message that was no help.

Can you help me??