Beam stops responding to TV remote

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Beam is set up with Sony XBR-65X950G-65. After hard reboot of Beam, TV remote controls Beam volume as expected. Next time TV is turned on, Beam has stopped responding. Only power-cycling the Beam fixes the problem. Issue has been present from day 1.

Ideas?

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Ken_GriffithsAnswer

I’ve tried new batteries but to no effect. As I mentioned, the remote controls the Beam just fine after power-cycling the Beam, so it seems unlikely that interference is a possible cause.

As a software engineer, I suspect there’s an issue in the Beam’s software/firmware...perhaps the Beam maintains an internal log that may offer some clue…?

You will need the Sonos Support Staff to look at your system diagnostic report(s) - just post their references back here in the thread. If no one responds here in the next 24 hours, then you can contact the Support Staff via this LINK

The only other consideration is a factory reset, (if it’s not your only sonos product in the Household) but I would leave that as a very last resort.

Hope you get it sorted soon.

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T

tb1445Author

Contributor I

Multiple phone calls with SONOS Support were of no help. Low-bandwidth connection & foreign accents made understanding challenging, and the techs always kept re-reading the same troubleshooting flowchart from the beginning: have you changed the batteries? Any interference? And so on. The tech on the final phone call told me I should reboot both Beam and TV every time I wanted to watch TV. Umm....no.

I ended up switching to a HDMI (Beam) to HDMI/ARC (TV) connection* and enabling CEC on the TV (which Sony apparently calls Bravia Sync). After a hard reboot of both Beam & TV, I've been able to control the Beam volume using the Sony remote for about 2 days.

The root cause, whatever it may be, is still there in case any SONOS engineers are interested.

* The original (problematic) connection was HDMI (Beam) to Optical (TV) via the adapter that came with the Beam.

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