Arc and LG OLED TV sounds cuts in and out

Hi @Corry P 

But it also happens when I switch apps on my Apple TV 4K and when I switch channels (tv tuner)? And it seems as if its related to switching between 5.1 and 2.0 content. So its not only when switching HDMI source.

But it seems as if you think the problem is with LG and not Sonos. So I guess we just have to wait for a firmware update or maybe sell our Sonos products.

Hi @Corry P 

It just happened when I switched channels and going from 2.0 to 5.1.

Diagnostic: 1909604609

I couldn't remember how long their should be between the problem and a diagnostic so I took one more just to be safe: 519703330.

Hi @shr1986 

All it’s telling us is that the audio feed stopped. I recommend you get in touch with our technical support team if you want to continue troubleshooting with step-by-step diagnostic comparisons or explore options, or contact LG.

Yeah I already tried both… So i guess i just have to live with it.

I just had my motherboard changed in my b9 and the problem is still there…

this is ridiculous. i can’t believe i spent almost $2k and i’m dealing with these issues. shouldn’t sonos contact lg and inform them of the issue and work with them to get them to roll out a fix.  a person calling lg tech support is not going to have as much weight as another company calling them to inform them of the issue. lg support is going to be clueless as to what the issue is!  unreal. 

Hi @rottsko 

More often than not, it’s the opposite. LG will take the issue far more seriously if they have an influx of contacts from customers, regardless of what we tell them. What we can do is share with them the technicalities of what our devices report in these circumstances, and this will already have been done. 

There is zero financial relationship between Sonos and LG. You, however, are not only a paid customer, but also a potential advertising opportunity. They’d be much more likely to listen to a customer than a company like Sonos. 

After at long conversation with Sonos (Denmark) i finally had my arc exchanged for a new one. And i dont have any problems with the audio dropping on the new arc. Its been up and running for three days now and not one audio drop. Before on the old arc i would have multiple a day. And i could provoke it to happen within seconds (i have tried for a long time on the new one and nothing).

i dont know if it will last (i think so) but i thought you guys should know that a new arc apparently fixed the problem for me.