Arc and LG OLED TV sounds cuts in and out

Ok I can see it now. No red areas. My surrounds are green and my arc is grey (maybe because of Ethernet?).

Still no issues? Im thinking about trying the same cable but i dont know if its worth it…

Have you solved the issue/been in contact with Sonos support? I tried getting an answer in the samsung thread but was just told: “All I can recommend is that you make sure your LG TV is up-to-date, you contact LG if issues persist, and that you please keep LG related queries to LG related threads.” Quite a bad answer if you ask me. 

has anyone purchased the new apple tv 4k and seen if this issue is resolved?

Just got the new Apple TV, same issue. In contact with support via email and their response didn’t work. Contacted again and they sent the same fix (again). Might just ditch the sonos, way too much effort when these things should be plug and play and stay out of the way (at least for me).

Where is the support from Sonos? They fixed the samsung issue but nothing regarding LG…

Im still getting complete audio dropouts every day and have to toggle eARC off and on to get the audio back.

Hi @Corry P 

Can we get some support? As you can see in this thread some of us LG and Arc are having problems...

Hi @shr1986 

We are aware of an issue whereby TV apps running on certain LG TV models are unable to reliably play Dolby Digital + Atmos content to an Arc when eARC is enabled on the TV. Disabling eARC allows normal playback without issue, and external sources are unaffected, regardless of the eARC setting.

Due to these specific circumstances under which the issue occurs, we recommend you contact LG for support.

Until LG release an update that fixes this, we recommend you either keep eARC disabled (you will still get Atmos sound) or use apps on another device that’s connected to the TV (Xbox, PlayStation, nVidia Shield, FireStick, Roku, Apple Tv, etc.).

The Samsung issue is completely unrelated and incomparable, regardless of how similar they may appear.

Hi @Corry P 

But that is not the problem I and many others are having? We are experiencing complete audio drops when we switch sources. For me it happens when i switch from my Apple TV 4K to the tv tuner and when I switch from one app to another on my Apple TV. It happens a lot when I go from 5.1 content to 2.0 content and I know its related to eARC as I can get the sound back when I toggle eARC off and then on. And by the way I can’t get Atmos on my Apple TV 4K when I disable eARC. Its the only way to get LPCM and Atmos… 

I have done everything you told me by phone, mail and in here  (new cables, tried Digital Optical and so on) but nothing works and I have been having this issue since I bought the arc a year ago. I have also been in contact with LG but they could not help (they just said they knew there was a problem with LG and some Sonos products). 

Hi @shr1986 

The Arc will play what it’s given, as long as the stream is in a supported format. If there are issues when you change source on your TV, then I can only say that it sounds like the TV is not handling the switch very well, or that other devices connected to the TV are somehow interfering with the CEC network your TV creates among the HDMI-connected devices, though the former seems more likely. If you’ve already exhausted our troubleshooting steps, then I can only suggest you get back in touch with LG and let them know how you feel.

If, on the other hand, you are able to connect your Arc to another, differently-branded TV and get similar results, then that would serve to illustrate that your particular Arc has an issue. In this case, please get back in touch with our technical support team.