LG OLED B9 turning off due to Sonos BEAM

Hi @bourneagain, thank you for reaching back to the Sonos Community and letting us know the details of your concern. Let me help you and figure out what's happening.

I have a few questions and will give some suggestions on some troubleshooting steps that you can follow.

1. Do you have other devices connected to your LG TV? How are they connected?
2. Have you tried rebooting your LG TV and Beam while the HDMI cable is not connected?
3. How about connecting another HDMI cable? Did it work?
4. Have you tried using the Sonos Optical Audio Adapter that came with your Beam? Did you get a sound?

The CEC should be enabled from the TV to broadcast the signal and to output the audio to your Sonos Beam.

To further assist you on this, please submit a diagnostic report and post here the confirmation number for us to see how your system is functioning, and help provide a resolution.

We'll wait for your reply.

Thanks Rowena for coming back on this. 

1. Do you have other devices connected to your LG TV? How are they connected? I have two other devices connected via HDMI
2. Have you tried rebooting your LG TV and Beam while the HDMI cable is not connected? No, I will try this now
3. How about connecting another HDMI cable? Did it work? No, currently using the HDMI cable supplied with the SONOS Beam. I Can try a third party cable.
4. Have you tried using the Sonos Optical Audio Adapter that came with your Beam? Did you get a sound? Not as yet. Can you confirm what difference this should make in terms o f sound quality?

Hi @bourneagain, thank you for your response and for keeping us posted.

Please submit a diagnostic report and post the confirmation number for us to check your system.

About the sound, both HDMI and the optical connection would have the same sound quality and audio formats except voice commands for turning the TV on and off will not work if Beam is connected via an optical adapter.

If you need assistance with your Sonos or other information, please feel free to let us know.

We're here to answer any further questions you have.

Hi @bourneagain,

Did you ever resolve this? Drives us mad

Not entirely sure  why an output device should require to output a signal to the source to keep it on, but I am unfamiliar with CEC protocols. Presume Sonos could fix by sending a “null” CEC command every hour whilst receiving data from the TV, That would presumably keep the TV happy.

Did the LG tech say what the TV was looking for in order to keep it on? Presume other soundbars  must be sending something.

Regards.

Graham

Hi @bourneagain 

Many thanks for your exceptionally speedy response.

I don’t appear to have an auto device detection menu option on my c9 - although I have seen a youtube  video on  maybe a C8 which shows this at the top of the simplink menu. 

My (Sky HD)  Satellite Box IR remote is the one I used to control both this device and the C9 prior to installing the Beam. The Beam blocks direct IR access to the C9 and hence I have required the beam to switch the C9 on/off doing this using Alexa,

If I turn off auto power sync Alexa will no longer switch the tv on/off

Cheers.

Graham

FairlG61,
I have the LG C9 OLED and initially ran it with the Beam, with no issue, but later switched the Beam out to another room and now use the C9 with the Arc. I bought the C9 because other users here had/have the C9 with a variety of Sonos HT products. I was surprised to read in this thread that an LG engineer says the Beam isn’t compatible with any of the LG TV’s? - I would perhaps double check that ‘engineers comment’ with the LG support desk.

Anyhow, I have version 5.00.10 TV firmware installed on the C9 and I have setup the TV using the rtings calibration settings mentioned here:

https://www.rtings.com/tv/reviews/lg/c9-oled/settings

In addition to that, perhaps consider using these TV settings/options:

In "Settings/Connection/HDMI Device Settings" - 

• Auto Device Detection = On
• Simplink = On
• Auto Power Sync = On

In "Settings/Sound/Sound Out”-

• HDMI ARC enabled 
• Digital Sound Out = Pass-Through
• eARC = off (for Beam - but on for Sonos Arc)

In "Settings/Sound/Additional Settings”-

• DTV Audio Setting= Auto
• HDMI input audio format = Bitstream set on all HDMI ports (default)

In "Settings/Picture”-

• Energy Saving = off

In "Settings/General”-

• Auto Power Off = off

Anyhow I hope those TV settings and information prove helpful - if still having issues, then perhaps change the cable between the Beam and HDMI port 2 switch to that port and ensure the Sonos screensaver can be viewed too.