eARC problems with LG CX (Beam and Arc)

Hi @contractcooker,

Welcome to the Sonos community and thanks for bringing this to our attention. Let me share some information to help you out. 

The Sonos Arc can play Dolby Atmos audio. ARC and eARC are protocols responsible for sending audio over an HDMI cable to home theater sound systems like Sonos Arc. Sonos Arc must be connected to HDMI ARC or HDMI eARC to play any Dolby Atmos content. Not all TVs have HDMI ARC or HDMI eARC.The Sonos Beam should be connected to your TV via HDMI ARC, and the HDMI-CEC is enabled. 

Let me suggest the next troubleshooting and see if it works for you.

1. Unplug the HDMI cable from the Sonos Arc/Beam and the TV. 
2. Unplug the power cable from your TV, the Sonos Arc/Beam, and any connected audio source (such as a cable box or video game console). Wait 30 seconds before you plug them back in.
3. Reconnect the HDMI cable directly to your TV and the Sonos Arc/Beam. Inspect the HDMI cable to ensure it’s not bent or kinked and check to see that it’s fully inserted into both devices.
4. Update the TV’s software (if available)
5. Disable eARC on the TV.
6. Adjust the group audio delay - Settings > System > Tap your Sonos Beam > Group Audio Delay and then choose a delay option.
7. Check for Sonos update - Settings > System > Check for updates.

Let us know how you get on with the advice above and run a diagnostic report. Kindly include the confirmation number in your response for us to check. If you have any questions about this. We and the community are always here to help.

Rowena, thank you for the reply.

I followed the steps you outlined and ran a diagnostic report (confirmation number: 1360637274). It appears that this solves the audio dropping out on the Sonos Arc (haven’t had time to test the beam yet) HOWEVER it is my understanding that in order to enjoy the Dolby Atmos features of the Sonos Arc I need to have eARC enabled on the TV. I really want to be able to utilize my sound bar to it’s maximum potential. The Sonos Arc is not inexpensive and Dolby Atmos support was part of the reason why I decided to purchase it. Disabling eARC is not a very satisfying solution for a product that is supposed to utilize eARC. Again, please let me know if my understanding is incorrect but I believe eARC needs to be enabled for Atmos to function.

EDIT: also just wanted to comment that I have used multiple HDMI cables to rule out the HDMI cable being the problem.

Hi @contractcooker, thank you for reaching out to the Sonos community and for letting us know about your concern. We appreciate you for sharing your feedback with us. Disabling the eARC is a workaround to address the audio dropping issues. We have no information to share with you yet when this will be resolved. I would also recommend reaching out to LG for further assistance. Let us know if you need help with any other information, we're here to assist you.

Hi, I was wondering if you can confirm that the vol+ vol- AND mute buttons all work without issue with the LG OLEDCX55, the magic remote  and the Sonos Arc. As I am having issues with the mute button on my Playbase, which apparently cannot be resolved  It seems to be  a firmware issue with the IR controls of the CXTV and/or Magic remote and am not confident about an LG fix ).

(FYI the vol+ and vol- are working, but I cannot get the mute button to work, whatever I try)

Therefore, I  am contemplating  a very expensive, upgrade to make it work, but want to be 100% sure, that the Sonos Arc is fully compatible, with no known issues.

Thanks in advance for your help.

Hi @Gtrex, 

Thank you for reaching out to the Sonos community and for letting us know about your concern. Let me share some information with you.

Instead of infrared (IR), the LG Magic Remote uses radio frequencies (RF) or Bluetooth to communicate directly to the TV. If your Sonos home theater speaker is connected to your TV via optical cable or adapter, some configuration is necessary to enable the remote’s IR output to fully control your home theater speaker, volume up, volume down, and mute buttons. It should also work with Sonos Arc.

Please follow the steps below to configure your LG Magic Remote to work with Sonos home theater speakers:

1. On the Magic Remote, press the Home button and then select Device Connector.
2. Select Soundbar and then the TV port you used to connect the Soundbar, Optical in this case.
3. Select any manufacturer. Although you may see an option for Sonos in this list, we find that Philips seems to work best.
4. Select Remote Type 1 and click Next.
5. Select Done.

Note: If you’re still not able to control your home theater speaker with the LG Magic Remote, try disabling SIMPLINK for the Optical connection under Settings > Sound > Sound Out. Also, check for your LG TV software if up to date.

SIMPLINK is a feature that enables you to control and manage various multimedia devices conveniently using the TV remote.

Let us know if it works. If you need help with any other information, please be sure to let us know.

Hi, thanks for the response. I have tried every solution out on the web for over a week and fully understand why and how some solutions work and some dont, but cannot get the mute button working WHILE THE TV IS ON. And I don't believe any one can with an optical sonos connection. If off it works fine, so this proves the issue is that the magic IR logic although working for + and - is not behaving the same for the mute option. 

FyI the device connector option is not available on the 2020 cx and you need to go through the universal remote configuration and you can select sonos not phillips. (The Phillips options makes no difference to me..I have tried them all).

This remote configuration process somehow tells the cx tv to override the RF for the optical soundbar and send out IR signals for volume. However, this only works for + and - and the LG magic remote is omitting the signals for mute or sending the wrong ones, hence why I strongly believe it is a cx firmware issue.

My question about the arc is basically whether the volume is being. COntrolled BY Yhe hdmi connection on the port (or direct to the sonos VIA THE CABLE)  to avoid me worrying about IR signals.

THANKS 

It is frustrating as I have a £600 soundboard + subwoofer and a pair of sonos 1 rear speakers and a £1300 tv ..a 3 grand system and the volume controls don't work properly :(

(I have also bought hdmi/optical converters and new hdmi cable to try  different configuration, but cannot get it to work)

Now decided, to live with it and let it go....fingers crossed for an LG fix 

1st world problems ......   ;)

After emailing LG and chatting to support, several times over the last couple of weeks and with a final attempt with an email to their official CEO feedback forum yesterday...this lunchtime I had a TV update and my Mute button works... :)

Coincidence? Possibly? Probably,  but you know what, I am going to choose otherwise, and assume it is LG responding quickly and efficiently, well done LG.

My Magic controller with my LG OLED 55CX now controls my optical connected Sonos Playbase perfectly... including the mute option. :)

​Hi @Gtrex, thanks for your response and updating us. I'm glad that you can now control the volume and use the mute option after updating your LG TV.  In most cases, when a function doesn't work, it will be fixed by updating the software. Please let me know if you have any other questions or concerns. We would also appreciate it if you can keep us posted on this. 

Hello

I have the same dropping sound problem with a beam + sonos one’s / TV OLED LG CX configuration.

I think the problem is coming from another TV box that is connected on the TV. Whenever I turn off the TV after sometime I have to reconnect the sonos system to the TV which is annoying.

Any update on how we can fix the problem?

Thanks for your help.