Skip to main content

Hi I have the LG GX series tv and until recently have had a beam with 2 surrounds all working fine.  I upgraded to the arc but now am getting drop outs.

I’m using HDMI 2.1 cable with eArc enabled on the tv - ive also tried it wthout

It works for about half hour then the arc just drops and cannot be seen even through the app - ?+LS+RS

i have to reset and add the arc again,   Ive reset all 3 speakers but still happens.  No sound through the arc and dissappears from the app - flashing white light.  Just before it drops, it makes several clicking noises

 

As I said  with the beam it works perfect with no issues

 

Thanks in advance

Hi. I have a brand new Sonos arc today. This is connected to my LG GX tv. It replaces the beam which has been running flawlessly with two surrounds. The arc runs then just  randomly disconnects. The light flashes white. I have to reset it to be recognised again. Re add the surrounds and is fine for 30 mins or so. Then just disconnects again. Then the app just shows ?+LS+RS. I’ve tried resetting everything and the same thing happens. As I said the beam works perfectly. I’ve submitted a report 1956985054

 

 thanks

Hi @captainm1uk.

Thanks for reaching out and your effort in submitting the diagnostic is much appreciated.

Upon checking on the diagnostic report, Arc is not showing online in your system. The player does not have a connection to our Sonos cloud server.

  •  Try to manually reboot the players by unplugging the power and plugging it back in. This will force the player to attempt to reconnect to the cloud server. 
  • Check for the router’s firewall/ parental control settings for any rules that could be blocking the player's connection.
  • Reboot the router and any wireless APs on the network, and bypass any suspicious network hardware (switches, APs, firewalls, etc.) that may be blocking the connection or contributing to latency.
  • Please submit a new diagnostic and reply with the confirmation number, so I can check if there’s anything else that might cause the issue.

 

Let us know how it goes and if you have any questions feel free to reach out, we’re always here to help.

Hi. Had a play around last night. I’ve changed the Wi-Fi channel and so far it’s been stable

 one question though. Do they power on demand. This morning I checked the system and noticed that the arc along with its surround has dropped off again. But when I switched on the tv they appeared again

 

 thanks

Hi @captainm1uk.

Thanks for your response and update.

We appreciate the time and effort you've spent troubleshooting with us, but at this point, it would be best to reach out to Sonos Support so we can take a closer look at this in real-time to expedite the process. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the computer/controller to see what's going on.

 

If you have any questions, please feel free to let us know, we’re always here to help.

My Sonos arc has not been working since my LG tv had an update. I have tried using the app to connect it and it’s unable to find the e arc. I’ve unplugged and the tv and sound bar several times and it hasn’t fixed it. Music will play from my phone with no problem but I’m not able to adjust volume using my remote when watching movies. I can only adjust the volume when physically pressing a button on my arc or side speakers. Please help

@Ampfries Is Simplink enabled on your TV? Have your tried unplugging the HDMI cable from your TV and redoing the TV Setup process in the Sonos app?

Terms & ConditionsCookie settings