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Aco
Contributor I
January 28, 2021
Answered

Sonos Playbar optical input issue / not working

Hi,

I have issues with Playbar optical input.

I have Playbar conencted to Samsung TV and it works fine for few years, until yesterday as is stopped working.

Optical cable is fine.

Playbar can play via wireless, but no sound from TV.

 

Sonos diagnostics #: 1767724644

 

Please help:grinning:

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Corry P
Corry PAnswer
Sonos Staff
March 2, 2021

Hi @Aco 

Welcome to the Sonos Community!

Apologies for the delay.

The diagnostics you submitted were submitted while your controller device wasn’t connecting to your Sonos system, so there was no information about the Playbar there.

First, please make sure the Playbar is set to play TV audio.

Please try removing power from the TV for 30 seconds, then power back on. Sometimes the software (or part of it) on a TV can crash, rendering the audio output intermittent or non-existent.

Please also check the optical cable for kinks or damage - optical cables do not like kinks, and they can permanently damage them (even if you see the light from the other end of the cable, that doesn’t mean the signal is getting through cleanly).

If that doesn’t help then to isolate the source of the problem, I recommend you attach the TV’s end of the optical cable to another device, like a cable/satellite box, games console or even another TV. If you get audio from the Playbar, then the TV is the source of the problem. 

If you don’t get audio from the Playbar regardless of what it’s connected to, please get in touch with our technical support team who will get some diagnostics from your system and check what’s happening. 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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7 replies

Airgetlam
Airgetlam
January 28, 2021

While you wait for Sonos to look at that diagnostic, it would be worth checking the audio settings on both the TV and any device feeding the TV, to be sure an update didn’t change the audio away from Dolby Digital. 

Bruce
    AcoAuthor
    Contributor I
    January 28, 2021

    TV settings looks as should yesterday, but I will recheck today.

     

    Thanks.

    Airgetlam
    Airgetlam
    January 28, 2021

    Note that, as I indicated, it isn’t only the TV settings, but also the devices that feed the TV as well. I’ve had both change, at various times, due to background (unknown to me) updates. 

    It’s also worth checking to see that the TV’s output hasn’t failed, by unplugging the optical cable from the PLAYBAR to check to see if there is a red light coming out of the cable. 

    Sonos will only be able to tell what their device is doing from the diagnostic, if there is no signal getting to the PLAYBAR, there isn’t much that would show up. 

    Bruce
    AcoAuthor
    Contributor I
    January 28, 2021

    Cable is working as light goes through. 
    TV settings looks fine and also there weren’t any updates in last week. 

    Airgetlam
    Airgetlam
    January 28, 2021

    Then we wait for a Sonos rep to look at that diagnostic.

    Bruce
    AcoAuthor
    Contributor I
    February 1, 2021

    Dear Sonos team, any update as I cannot use Playbar?

     

     Thanks. 

    Corry P
    Corry PAnswer
    Sonos Staff
    March 2, 2021

    Hi @Aco 

    Welcome to the Sonos Community!

    Apologies for the delay.

    The diagnostics you submitted were submitted while your controller device wasn’t connecting to your Sonos system, so there was no information about the Playbar there.

    First, please make sure the Playbar is set to play TV audio.

    Please try removing power from the TV for 30 seconds, then power back on. Sometimes the software (or part of it) on a TV can crash, rendering the audio output intermittent or non-existent.

    Please also check the optical cable for kinks or damage - optical cables do not like kinks, and they can permanently damage them (even if you see the light from the other end of the cable, that doesn’t mean the signal is getting through cleanly).

    If that doesn’t help then to isolate the source of the problem, I recommend you attach the TV’s end of the optical cable to another device, like a cable/satellite box, games console or even another TV. If you get audio from the Playbar, then the TV is the source of the problem. 

    If you don’t get audio from the Playbar regardless of what it’s connected to, please get in touch with our technical support team who will get some diagnostics from your system and check what’s happening. 

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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