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brents82
Contributor I
June 13, 2020
Answered

Arc and Sky Q

Hi got my arc Wednesday connected it to tv through hdmi arc port turned on sky q all was fine until I wanted to watch a film on Netflix or Disney + app through sky, there sound when watching trailers but no sound once I select a film to watch, any help would be much appreciated 

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Jean C.
Jean C.Answer
Retired Sonos Staff
June 26, 2020

Hello @brents82,

Welcome to the Sonos Community and thank you for reaching out with your question about your Sonos Arc.

If you are still experiencing audio issues, please start by submitting a diagnostic report  from your Sonos app while this occurring and post the confirmation number here so that I can take a look.

You should also confirm that your Arc is connected via HDMI/ARC or eARC directly to your TV and that the TV is passing a supported format on to Sonos.

Any further details that you can provide regarding the source of your media (cable, streaming, DVD) and the manufacture/model of your TV could help us help you to resolve this issue. 

 

 

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Jean C.
Jean C.
Retired Sonos Staff
July 17, 2020

@hoffw68 

Understood. The issue seems to only be related to the way that the LG TV is handling and passing on the DD+ signal from the external HDMI source. 

As a Roku user myself, I do understand and this is frustrating from my end as I do not have a good workaround for this specific issue. Are you able to set this back to DD 5.1 rather than DD +?    

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Krishma M
Krishma M
Retired Sonos Staff
October 9, 2020

Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
Currently, the update appears to only be available for US models and via a manual USB update.
Reach out to Samsung for further assistance and hope this helps.
We and the community are always here to help.

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