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I’ve read dozens of threads about the “no signal” problem when the Arc is connected via eArc but still have an issue that appeared recently.

No config change, but I did receive a new TV box from my provider. Since, then, when turning on the TV, I get a “no signal” message on the LG TV.

Apple TV works fine constantly. Switching the input back to TV gives “no signal” again.

I performed the TV setup after unplugging everything and letting the TV etc unplugged for about 10 mins.

I performed a factory reset on the Apple TV, Arc, LG TV, and received a new TV box from my provider as they thought it was the culprit.

If I plug the TV box directly in the TV HDMI port (not via eArc), it all works fine.

But via eARC, the Apple TV will always work and the TV box will pretty much always show “no signal”, black screen and of course no sound.

If I un/replug the HDMI of the TV box, sometimes, the Arc LED turns green, sound starts playing and the image appears again. Sometimes the sound will start playing but without any image (“no signal” disappeared though). Sometimes, no change at all, still “no signal”.

I feel like I wasted so much time trying so many things… why is the Arc so annoying now? It works flawlessly if I bypass the Arc… but that’s not really the point.

Thanks

You’ve done all the things I’d normally suggest, save one. 

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.


Sounds like your TV box is going asleep when not in use. This happens to me with my AppleTV, but I can wake it by pressing the menu button on my remote.

What model TV box do you have? Maybe there is a setting to have it always on??


Sounds like your TV box is going asleep when not in use. This happens to me with my AppleTV, but I can wake it by pressing the menu button on my remote.

What model TV box do you have? Maybe there is a setting to have it always on??

 

Thanks, but TV box (provided by ISP Swisscom, no clue of the manufacturer) has a white LED confirming when it’s on.
If it’s red, I turn it on, it turns the TV on, and then I get a black screen with “no signal”.
Same steps with Apple TV instead of TV box on, and it works fine.

  

You’ve done all the things I’d normally suggest, save one. 

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

 

Thanks, I guess that’s my last resort!

 


Its sounds like you are plugging your ISP provided TV box into the HDMI_eArc port which should be reserved for the Arc. I have LG’s and here’s how my connections are made: 

  • Arc > HDMI eArc
  • TV Box > HDMI *
  • AppleTV > to HDMI

 * TV Box remote is programed to operate with the Arc via the Sonos app under Home Theater > TV Setup


Its sounds like you are plugging your ISP provided TV box into the HDMI_eArc port which should be reserved for the Arc. I have LG’s and here’s how my connections are made: 

  • Arc > HDMI eArc
  • TV Box > HDMI *
  • AppleTV > to HDMI

 * TV Box remote is programed to operate with the Arc via the Sonos app under Home Theater > TV Setup

Thanks. Indeed, the cables input and the cables themselves haven’t changed for about 2 years.
Plugged as you suggested, and precisely TV for HDMI1, Apple TV HDMI2, and sometimes a Mac on HDMI 4.

Another precision: when it works (TV and Apple TV & sound), I can change source any time without a problem for hours.
If I turn everything on again after it’s been off, it’s ON/OFF multiple times until something finally triggers sound and image 🤔


Since everything is connected as you say and the issue started with the change of TV boxes...logic dictates that the TV box is the culprit. The next time is happens run a Sonos diagnostic within ten minutes of the occurrence. Make note of the reference ID number and call Sonos Tech support. Do not factory reset any device.

Edit: Are you using the same HDMI cable with the new TV box? If not switch back to the previous cable. Also double check the HDMI connections.


Since everything is connected as you say and the issue started with the change of TV boxes...logic dictates that the TV box is the culprit. The next time is happens run a Sonos diagnostic within ten minutes of the occurrence. Make note of the reference ID number and call Sonos Tech support. Do not factory reset any device.

Edit: Are you using the same HDMI cable with the new TV box? If not switch back to the previous cable. Also double check the HDMI connections.

Thanks I will contact them.
Same HDMI cables as before indeed.


So as suggested, I ran a diagnostic when this happened again, and then started a discussion with support.

The summary would be like “yeah your problem mate, it’s not a Sonos problem, your diagnostics looks fine bye”.

Well that was useful and fun.


So as suggested, I ran a diagnostic when this happened again, and then started a discussion with support.

The summary would be like “yeah your problem mate, it’s not a Sonos problem, your diagnostics looks fine bye”.

Well that was useful and fun.

Sorry for the curt response. That said if the diagnostic looked fine it would still appear that the TV box is causing the issue. The only way I know to verify…well their are three (3(

1. Remove or power down the TV box and see if the issue stops when using OTA source.

2. If you have a smart TV with built-in movie apps try one of them as the source to see if the issue continues. All that is required is internet access

2. Ask your provider to return the old TV box to see if the issue is resolved.

The last option may be a bit difficult to pull off as your provider may not want to accommodate you. If the issue is not present trying option 1 or 2 then it is the TV box IMO.


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