LG Remote doesnt control volume with Arc

  • 27 March 2021
  • 41 replies
  • 12117 views

I have a 2020 LG CX TV with an Arc, 2 Ones and a sub that has been working fine for a year.  Earlier today, the sound stopped coming through the Sonos speakers.  I was able to get the sound to work through the speakers but the LG remote no longer controls the volume.  I have tried the manual setup controls from other threads but it doesn’t work.  Also, if I try to set up the TV in the Sonos app, I get an error that the Arc Mode is not connected but it is.


41 replies

Userlevel 1

Hi everyone,

Given the HUGE amount of posts on here, and LG support pages, and REDDIT, and AVForums, etc... on the issues of interworking between ARC and LG TV’s I thought I’d post my own experience, which I hadn’t seen a similar answer for anywhere else…

To clarify, I am talking about LG TV (in my case OLED 55GX6) using ARC port (and eARC enabled) straight in to the HDMI port of the ARC, and specifically about the issue with loss of volume control from the Magic remote, and occasionally leading to loss of sound.

(NOT referring to the much promoted SONOS guide on working with the TV Optical out and ARC Optical to HDMI adapter and programming the Magic remote to use IR)

Having initially plugged this in and everything working a dream, and enjoying the Mandalorian in Dolby Atmos… Suddenly one day I started having issues. These started with volume controls failing, instead coming up with a “no entry” sign where the volume + or - were on the screen. And I noticed that the TV setup and Remote setup in the Sonos app failed mid-way through when I tried to remedy.

This was frustrating as I had my Magic remote for TV, also controlling my AppleTV on HDMI port 1, but had to then pick up my phone/Sonos app to adjust volume…

Following lots of googling and reading, I assumed the issue had been triggered by an auto software update or a power cut. I reset the TV, reset the ARC. Changed my very good own purchased cable for the Sonos ARC supplied one. Took both back to manufacturer settings. Checked for software updates. Tried turning Simplink off. Tried turning it on and going through the Universal Device Control menu to setup Sonos. Tried the same but using Phillips instead of Sonos (as recommended by Sonos). Tried all the above in various different orders. Nothing worked.

I unplugged the AppleTV, and tried all again, and actually managed to break the sound out from the ARC all together. When I chose “internal speaker” on LG, everything fine, when I went to ARC, nothing.

I was pulling my hair out.

Got Sonos support on the line. Following a full power cycle (about the 12th over two days….) and with their support, I finally got sound back. But hey ho, no volume control still.

I started to play with de-registering and re-registering the Magic remote, and at one point got the + and - volume controls back on screen… but they didn’t actually do anything. Pretty soon I was back to square one, ARC sound, but no volume control from Magic remote and failing TV setup and Remote setup in Sonos app.

But it was becoming clear the TV and the remote were talking. The TV was receiving instruction to adjust volume. But the TV wasn’t executing. So trying my best to ignore every single bit of Sonos advice out there re ARC and LG, which basically takes you down the Optical out and IR route, I started to focus on the fact that the TV needed to send the signal to the ARC over CEC. Remote to TV. TV to ARC. So the problem must be CEC TV to ARC.

I recalled that when on the chat to Sonos support, the engineer asked me to unplug the Apple TV that was in the LG TV HDMI 1, as sometimes some devices can create a CEC “storm” with the LG TV….

I had already unplugged my Apple TV some time ago, so knew that couldn’t be the issue. And I had no devices connected to the TV…. Or did I….

On the end of my HDMI 3 cable, I had an Apple Mac HDMI to USB-C adapter. You know the ones… white… take Macbook port to HDMI, power and standard USB. No Macbook was connected. No “device”. Just an adapter...

Unplugged it a hey presto….

Everything works wonderfully. Pretty much out the box. Unless you have a “device” (or adapter...) on another HDMI port causing a CEC storm…

Oh, and the TV setup in the app now works fine. But the Remote setup in Sonos app still won’t work. And shouldnt. Don’t bother with it, again, it seems to be relevant if you’re trying to use IR from Magic Remote.

So… hopefully this helps the huge amount of others out there fix their LG TV to ARC issues. (Not using Optical port!). Ensure you don’t have ANYTHING else plugged in to your LG TV HDMI ports, not even an adapter, and go from there.

Hopefully Sonos will work on updating FAQ’s etc to address the issues specifically to ARC/LG and CEC issues, not just the current Optical adapter focused ones.

Had the same issue re-occur a couple of times now. The “reliable” fix is:

1. disconnect all hdmi cables except ARC.
2. power off everything for about 3 min

3. restart

4. reconnect other hdmi cables 

The problem reoccurs every few months, but this fix has been  working consistently for me. Very frustrating though!!! I wish LG would fix this. 

@Glen Moose 

I had the same exact adapter plugged into hdmi 4 with nothing on the other end. All better now. I love you.

I was able to get our system fixed by unplugging HDMI cables using Glens recommendation above but alas, the problem is back.  I unplugged all cables from the TV but the remote will still not control the volume anymore.  Anyone else having issues recently?

Did you fix this issue or are you still living with it?
i have quite the same problem. 
unplugging and starting over solves the issue for a short time and then no response again. 
 

sonos customer service could’t help 🤷‍♂️

Hi everyone,

Given the HUGE amount of posts on here, and LG support pages, and REDDIT, and AVForums, etc... on the issues of interworking between ARC and LG TV’s I thought I’d post my own experience, which I hadn’t seen a similar answer for anywhere else…

To clarify, I am talking about LG TV (in my case OLED 55GX6) using ARC port (and eARC enabled) straight in to the HDMI port of the ARC, and specifically about the issue with loss of volume control from the Magic remote, and occasionally leading to loss of sound.

(NOT referring to the much promoted SONOS guide on working with the TV Optical out and ARC Optical to HDMI adapter and programming the Magic remote to use IR)

Having initially plugged this in and everything working a dream, and enjoying the Mandalorian in Dolby Atmos… Suddenly one day I started having issues. These started with volume controls failing, instead coming up with a “no entry” sign where the volume + or - were on the screen. And I noticed that the TV setup and Remote setup in the Sonos app failed mid-way through when I tried to remedy.

This was frustrating as I had my Magic remote for TV, also controlling my AppleTV on HDMI port 1, but had to then pick up my phone/Sonos app to adjust volume…

Following lots of googling and reading, I assumed the issue had been triggered by an auto software update or a power cut. I reset the TV, reset the ARC. Changed my very good own purchased cable for the Sonos ARC supplied one. Took both back to manufacturer settings. Checked for software updates. Tried turning Simplink off. Tried turning it on and going through the Universal Device Control menu to setup Sonos. Tried the same but using Phillips instead of Sonos (as recommended by Sonos). Tried all the above in various different orders. Nothing worked.

I unplugged the AppleTV, and tried all again, and actually managed to break the sound out from the ARC all together. When I chose “internal speaker” on LG, everything fine, when I went to ARC, nothing.

I was pulling my hair out.

Got Sonos support on the line. Following a full power cycle (about the 12th over two days….) and with their support, I finally got sound back. But hey ho, no volume control still.

I started to play with de-registering and re-registering the Magic remote, and at one point got the + and - volume controls back on screen… but they didn’t actually do anything. Pretty soon I was back to square one, ARC sound, but no volume control from Magic remote and failing TV setup and Remote setup in Sonos app.

But it was becoming clear the TV and the remote were talking. The TV was receiving instruction to adjust volume. But the TV wasn’t executing. So trying my best to ignore every single bit of Sonos advice out there re ARC and LG, which basically takes you down the Optical out and IR route, I started to focus on the fact that the TV needed to send the signal to the ARC over CEC. Remote to TV. TV to ARC. So the problem must be CEC TV to ARC.

I recalled that when on the chat to Sonos support, the engineer asked me to unplug the Apple TV that was in the LG TV HDMI 1, as sometimes some devices can create a CEC “storm” with the LG TV….

I had already unplugged my Apple TV some time ago, so knew that couldn’t be the issue. And I had no devices connected to the TV…. Or did I….

On the end of my HDMI 3 cable, I had an Apple Mac HDMI to USB-C adapter. You know the ones… white… take Macbook port to HDMI, power and standard USB. No Macbook was connected. No “device”. Just an adapter...

Unplugged it a hey presto….

Everything works wonderfully. Pretty much out the box. Unless you have a “device” (or adapter...) on another HDMI port causing a CEC storm…

Oh, and the TV setup in the app now works fine. But the Remote setup in Sonos app still won’t work. And shouldnt. Don’t bother with it, again, it seems to be relevant if you’re trying to use IR from Magic Remote.

So… hopefully this helps the huge amount of others out there fix their LG TV to ARC issues. (Not using Optical port!). Ensure you don’t have ANYTHING else plugged in to your LG TV HDMI ports, not even an adapter, and go from there.

Hopefully Sonos will work on updating FAQ’s etc to address the issues specifically to ARC/LG and CEC issues, not just the current Optical adapter focused ones.

Oh my goodness, I was about to pull my hair out (the little I have left) with an issue similar to yours. After reading this, I noticed I had 2 unused HDMI cables plugged into my HDMI 3 and HDMI 4 ports, I unplugged them, tried adding my LG CX to my Beam Gen 2 in the Sonos app and it magically worked and I can now use my LG magic remote to control volume again. So dumb!

Userlevel 1
Badge +1

Hello,

I have exactly the same problem since I replaced my Panasonic plasma TV last weekend with an Oled LG65G2.

I will try the solutions suggested here. 🙏🏻

Same issue here. LG OLED65c1AUP. Universal Remote says Sonos is set up, shows volume + and minus, but no actual change in volume in Sonos Arc. Sonos app says there is an issue with HDMI and if I go through the fix steps it guides me through, I get an error message that CEC is not on while it is on. 

Userlevel 5
Badge +15

Update. That did the trick. Thank you so much for your help!!!

I had the same problem, I thought my remote was broken and bought a new one but it was useless. What a waste :(

My 2023 LG 75QNED80URA remote control does not control Sonos Beam 2 volume.  Tried all the advice in this thread including power cycles and unhooking every cable to TV, and every combination.  

TV sound does come out of Sonos, but LG remote cannot control the volume.  For example, when I push volume up on remote, the TV’s internal volume goes up while Sonos volume stays the same.  Sonos worked fine with the old Samsung TV.  

What a disappointment in year 2023 for a major brand like LG to not work with a major brand like Sonos for something as “universal” as eARC.  Extremely frustrated.

And as if by magic, everything is working again. I did disconnect my PS4 when I turned on my LG tv. 

Hi everyone,

Given the HUGE amount of posts on here, and LG support pages, and REDDIT, and AVForums, etc... on the issues of interworking between ARC and LG TV’s I thought I’d post my own experience, which I hadn’t seen a similar answer for anywhere else…

To clarify, I am talking about LG TV (in my case OLED 55GX6) using ARC port (and eARC enabled) straight in to the HDMI port of the ARC, and specifically about the issue with loss of volume control from the Magic remote, and occasionally leading to loss of sound.

(NOT referring to the much promoted SONOS guide on working with the TV Optical out and ARC Optical to HDMI adapter and programming the Magic remote to use IR)

Having initially plugged this in and everything working a dream, and enjoying the Mandalorian in Dolby Atmos… Suddenly one day I started having issues. These started with volume controls failing, instead coming up with a “no entry” sign where the volume + or - were on the screen. And I noticed that the TV setup and Remote setup in the Sonos app failed mid-way through when I tried to remedy.

This was frustrating as I had my Magic remote for TV, also controlling my AppleTV on HDMI port 1, but had to then pick up my phone/Sonos app to adjust volume…

Following lots of googling and reading, I assumed the issue had been triggered by an auto software update or a power cut. I reset the TV, reset the ARC. Changed my very good own purchased cable for the Sonos ARC supplied one. Took both back to manufacturer settings. Checked for software updates. Tried turning Simplink off. Tried turning it on and going through the Universal Device Control menu to setup Sonos. Tried the same but using Phillips instead of Sonos (as recommended by Sonos). Tried all the above in various different orders. Nothing worked.

I unplugged the AppleTV, and tried all again, and actually managed to break the sound out from the ARC all together. When I chose “internal speaker” on LG, everything fine, when I went to ARC, nothing.

I was pulling my hair out.

Got Sonos support on the line. Following a full power cycle (about the 12th over two days….) and with their support, I finally got sound back. But hey ho, no volume control still.

I started to play with de-registering and re-registering the Magic remote, and at one point got the + and - volume controls back on screen… but they didn’t actually do anything. Pretty soon I was back to square one, ARC sound, but no volume control from Magic remote and failing TV setup and Remote setup in Sonos app.

But it was becoming clear the TV and the remote were talking. The TV was receiving instruction to adjust volume. But the TV wasn’t executing. So trying my best to ignore every single bit of Sonos advice out there re ARC and LG, which basically takes you down the Optical out and IR route, I started to focus on the fact that the TV needed to send the signal to the ARC over CEC. Remote to TV. TV to ARC. So the problem must be CEC TV to ARC.

I recalled that when on the chat to Sonos support, the engineer asked me to unplug the Apple TV that was in the LG TV HDMI 1, as sometimes some devices can create a CEC “storm” with the LG TV….

I had already unplugged my Apple TV some time ago, so knew that couldn’t be the issue. And I had no devices connected to the TV…. Or did I….

On the end of my HDMI 3 cable, I had an Apple Mac HDMI to USB-C adapter. You know the ones… white… take Macbook port to HDMI, power and standard USB. No Macbook was connected. No “device”. Just an adapter...

Unplugged it a hey presto….

Everything works wonderfully. Pretty much out the box. Unless you have a “device” (or adapter...) on another HDMI port causing a CEC storm…

Oh, and the TV setup in the app now works fine. But the Remote setup in Sonos app still won’t work. And shouldnt. Don’t bother with it, again, it seems to be relevant if you’re trying to use IR from Magic Remote.

So… hopefully this helps the huge amount of others out there fix their LG TV to ARC issues. (Not using Optical port!). Ensure you don’t have ANYTHING else plugged in to your LG TV HDMI ports, not even an adapter, and go from there.

Hopefully Sonos will work on updating FAQ’s etc to address the issues specifically to ARC/LG and CEC issues, not just the current Optical adapter focused ones.

Dude, I create an account just to say that you are the ultimate boss. had a similer problem but not with a Sonos product, but with LG smart TV and Samsung sounbar, and nothing worked, including the shut down and all. Never thought about that the problem comes from a different HDMI cable (in my case DVI to HDMI from a computer that was connected to the screen)

After I remove all HDMI cables and disconnected the TV + Soundbar, when I connected them back and conneted the HDMI (ARC), the control of the soundbar from the LG Smart remote came back just like before.  Thank you for your help and time for putting this amazing post out there, you rock. 

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@Glen Moose you sir are a genius! I’ve tried all the other crazy fixes under the sun, re-accepting licenses, wiping to default, etc.
 

Didn’t try unplugging an HDMI switch I’d added in! Did that, then had to turn off both the Arc and the LGGx for a minute, powered back on and hey presto the tv actually detected it as a Sonos which I don’t recall happening before (might be something new on the latest firmware or I never had it set up properly). The tv setup on the Sonos worked straight away as well  

 

I’ve plugged everything else back in and it seems to continue working, so might be something to do with the order in which everything is plugged in, as I power cycled stuff when I plugged the hdmi switch in. 
 

Now I’ve got to go re-configure everything as I wiped to factory default. 
 

This was a top tip, thanks very much!

I have struggled with the same issue for months, trying periodically to go through the setup procedure over and over to no avail. I read in another clip that the issue between LG Magic remote and Sonos Arc was resolved by upgrading the hdmi cable. I disregarded at first as I used the cord provided by Sonos. When I changed to an E-hdmi 2.1 8k cable, everything started working. Maybe I just got lucky but it may be worth a try. Best wishes for all that are still frustrated by this issue. 

Userlevel 5
Badge +15

Nope I was wrong, did it again. Damn. 

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I was able to get our system fixed by unplugging HDMI cables using Glens recommendation above but alas, the problem is back.  I unplugged all cables from the TV but the remote will still not control the volume anymore.  Anyone else having issues recently?

Same here😟

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Ya..pretty ridiculous Arc connects setup like a champ.volume control on lg 2021 c1 magic remote controls volume on arc for a few min..then bam..gone..I see the volume symbols as well on tv..bit no control all of a sudden .Tried everything on the forum..etc... 

 

The Sonos system will not work with the LG remote.  I am using a different remote for the volume right now.  Also, the Sonos system regularly stops transmitting volume from the TV.  If you change inputs, the volume will come back.  There is clearly an issue with the Sonos software or firmware (at least with my system) but they won’t help.  We are pretty frustrated.  When the system works, it is fantastic.

The Sonos system will not work with the LG remote.  I am using a different remote for the volume right now.  Also, the Sonos system regularly stops transmitting volume from the TV.  If you change inputs, the volume will come back.  There is clearly an issue with the Sonos software or firmware (at least with my system) but they won’t help.  We are pretty frustrated.  When the system works, it is fantastic.

Why do you need the Magic remote setup on the Arc anyway when the LG TV will control the volume of the Arc using the HDMI-CEC Simplink connection, or are you using the Optical connection, or perhaps have some kind of middle-man device between the TV and Arc that’s interfering with CEC?

I don’t need my LG magic remote setup at all (although mine does work with my LG C9 TV), but that’s not important here, unless I have the TV switched off and still wish to adjust the Arc volume with the remote when playing music audio.

 

I had already unplugged my Apple TV some time ago, so knew that couldn’t be the issue. And I had no devices connected to the TV…. Or did I….

On the end of my HDMI 3 cable, I had an Apple Mac HDMI to USB-C adapter. You know the ones… white… take Macbook port to HDMI, power and standard USB. No Macbook was connected. No “device”. Just an adapter...

Unplugged it a hey presto….

 

Thank you so much for posting this!  Just had the same issue.  What made things worse, everything seemed to be working if I had my MacBook connected to the USB-C adapter even if I wasn’t using it or that input.  I’d remove the MacBook, forget about, have volume failures, go through the “power cycle everything” steps, and presto things worked again….until I attached and detached my MacBook again.

I just noticed it might be an issue with the combination of Apple adapter and Apple TV even though they are on different inputs.   I recently started having “You haven’t setup your remote” messages on my Apple TV when I tried adjusting the volume via the Apple TV Remote.  It appears to be the same issue...it happens after I connect the usb-c adaptor.

What I’ve noticed is the “Turn On Your TV with Your Remote” option in the Apple TV settings turns into a “Control TVs and Receivers” option once the usb-c adapter is added on another HDMI cable.  That’s when the volume control on my LG Remote and Apple Remote stop working.

I have a feeling the adapter has its own volume control system from the good old days when MacBooks shipped with an Apple Remote so you could adjust volume and play/pause media remotely. 

Posting all these details here in case someone else starts having the same issues.  

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Ya..pretty ridiculous Arc connects setup like a champ.volume control on lg 2021 c1 magic remote controls volume on arc for a few min..then bam..gone..I see the volume symbols as well on tv..bit no control all of a sudden .Tried everything on the forum..etc... 

 

My apologies..I think it's an lg thing..my firestick remote will control the volume regardless of what i plug into hdmi..but magic remote will stop adjusting the volume once i plug my firestick in..weird

Hey guys,

I have the same problems with my Sony A90j, the Arc works quite well for some time but suddenly the volume control stops working or the Arc won’t output any sound at all.

I experienced similar behaviour as @Glen Moose, HDMI adapters (not connected to PC) or even my PS4 (which wasn’t even connected to power) were still detected by the Sony TV as input sources.

After disconnecting the adapter and the PS4, the Arc resumed to work normally.

First i thought this was a problem with my Sony TV but after reading that you guys have the same problem with your LG TV, it might well be a Sonos CEC problem.

Nevertheless, this problem has to be fixed since it is not bearable to disconnect all HDMI input souces every few days/weeks when the Arc decides to not work again…

 

Same issue here on LG CX running 4:30:55 (and the previous two releases) - no control over volume or mute even though the screen shows that the remote is asking for changes.

I have an LG C9 + ARC in another room and that works just fine. When I power up the C9 I get a momentary green light on the ARC and it then all works fine. With the CX I do not get a green light on the ARC on power on - but I do get sound from the ARC - however there is no volume or mute control of the ARC - the screen shows that the remote is asking for changes but there are none. 

I have swapped the  ARC from the CX to the C9 (with the cable) and it all works fine…. there must be some compatibility issues (I have no other HDMI ports in use) -- any ideas ???

Update - decided to strip back the ARC by deleting the surrounds and power cycling it all with the ARC cable out…. and…. for now it works… have readded the surrounds and am getting ATMOS with volume control and mute. When I readded the ARC cable the TV showed that it auto detected a Sonos device so hoping this is the solution..

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