So I have a new PlayBar with Play3 surrounds which is awesome except we are experiencing 2 problems.
Problem 1. The audio cuts out when watching Smart TV apps such as Netflix or Amazon. Also cuts out while watching U-Verse. When listening to music, it never cuts out. If I rewind a show / movie, change TV channel (sometimes), switch to music, I can get the audio to come back.
Problem 2. Audio is lagging picture. No matter what I've tried, the AV synch or dialog settings on TV provide and Sonos App provide no help. Just reset to defaults for both TV and Sonos app.
TV Used: LG 65UJ6540 - Current audio setting is Optical/HDMI ARC - Digital Sound is set to Auto which supports the audio supported Sonos formats of: Dolby Digital (Optical). This is according to the LG User Guide. Again, all AV synch settings set to Off
PLAYBAR: Family Room
Version: 7.3 (build 36442130)
Hardware Version: 18.104.22.168-1
Audio In: Dolby Digital 5.1
Diagnostic Code: 7635348
I have also observed after an amount of time, the TV sound becomes distorted with popping or fuzzing. Again, after changing channels, the distortion goes away.
I have also submitted to Support with follow-up after 48 hours but have not heard back within the 24 hour standard, which is a little disappointing.
Any ideas what to do next? Thanks