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rparkernyc
Contributor I
June 26, 2020

Sonos S2 App stopped recognizing my eARC connection from LG OLED --> Sonos Arc after 12.01 update.

  • June 26, 2020
  • 21 replies
  • 1606 views

I updated this week to the 12.01 S2 patch and things went to hell.  TV sound only works  sometimes.  Neither LG remote nor AppleTV remote can control the TV volume anymore - previously both worked fine.  

Sonos S2 app tells me it can’t find the ARC connection between Arc and TV, but it’s there and I can hear sound, and yet app keeps telling me to connect it and enable ARC output of TV lol.  Music is totally normal.  Everything was fine until I updated the latest version of the software yesterday. 

Further Sonos’ instructions to setting up LG remote and AppleTV remotes are both outdated and reflect neither (1) 2020 CX line of LG OLED nor (2) S2 App workflow.

 

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    21 replies

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    Simon B
    Simon B
    Retired Sonos Staff
    September 4, 2020

    hi @hydronaut, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostic information. It shows that the Arc status is disabled. Kindly check the CEC settings on the TV and enable it. Also, try to unplug the HDMi Arc cable from the Sonos Arc and from the TV for 1-2 minutes and replug it back in. 

    Let us know how you get on with the advice above.

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

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    hydronaut
    Lyricist II
    September 7, 2020

    hi @hydronaut, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostic information. It shows that the Arc status is disabled. Kindly check the CEC settings on the TV and enable it. Also, try to unplug the HDMi Arc cable from the Sonos Arc and from the TV for 1-2 minutes and replug it back in. 

    Let us know how you get on with the advice above.

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

     

    Mystery solved:)

     

    Thank you!

    Simon B
    Simon B
    Retired Sonos Staff
    September 8, 2020

    Hi @hydronaut, thanks for the update. I’m glad it worked for you about enabling the CEC on your TV and unplugging and replugging the HDMI Arc cable. 

    If there is anything else I can do for you, please, don’t hesitate to let me know.

    The Sonos community is always here to help.

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    joebpops
    Contributor I
    December 1, 2020

    I have an LG cx. I just ordered the arc which won’t ship till mid January. After reading this post I’m wondering if I should cancel my order. Do they all have issues with sound dropping and magic remotes not working?  Please be honest. $850 is a lot to spend on a sound bar that only works sometime. Thanks. 

    MattEa
    Contributor I
    December 12, 2020

    I’m having a similar issue. My LG GX oled recognizes the arc and plays sound through it. However the app says there’s a problem, and my remote cannot change the volume.

    I must have plugged/unplugged a dozen times and tried 3 different hdmi cables. The sound is good and is getting an Atmos signal (can see it on my app).

    The LG simplink is on. 
    what else could it be?
     

     

    Simon B
    Simon B
    Retired Sonos Staff
    December 12, 2020

    Hi @joebpops, Thanks for reaching out, and welcome to the community. thanks for bringing this up. About your concern for LG TV’s with Sonos Arc, there is a firmware update that is being released by LG to have the issues fixed with soundbars. and for the remotes, here's an article about LG Magic remote setup on Sonos. 

    Hello there @MattEa, Thanks for reaching out, and welcome to the community, Sorry to hear about this issue with your Sonos Arc on your LG TV, kindly check if there is any pending firmware update on the TV and check if the issue will be fixed. or you may also  submit a diagnostic report for us to investigate further what could be causing this issue

    Let us know how it goes and we're here to answer any further questions you have.

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    joebpops
    Contributor I
    December 12, 2020

    Hi Simon. 

     

    Thanks for the reply. I have done the most recent firmware update. Most say it does not solve the issue unless lg has another one on the way. I find it difficult to determine if it’s an issue with the tv or the sound bar. I’m waiting to see how this all plays out before making a final decision. I did cancel my order but if this all works out I’ll pick up an arc at best buy. I feel it would be easier to return if needed. Let me know if you expect another update from lg and possible timeframe for that. Thanks again. 

    MattEa
    Contributor I
    December 12, 2020

    Hi Simon,

    Yes. I have checked for a TV firmware update and am running the latest version. 
     

    This is my diagnostic report number: 551452744

     

    Cheers,

    matt 

    Simon B
    Simon B
    Retired Sonos Staff
    December 18, 2020

    Hi @MattEa, thanks for the update and for sending a diagnostic report of your Sonos system, upon checking, it’s odd that it doesn’t detect that the CEC or the Simplink is enabled on your TV. We’ll take this further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may ask for additional troubleshooting steps and give you options about this issue. 

    Let us know how it goes and we're here to answer any further questions you have.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    dbrian56
    Lyricist I
    December 22, 2020

    Hi, I'm having the same exact issue with my LG CX OLED. The eARC connection was working fine for the first month, then it stopped randomly. I changed out the HDMI cable and it worked fine again for a couple of weeks. Tonight it died again. 

    I tested three different cables, reset my entire system (all power off for 60 seconds), and unplugged the HDMI cable for several minutes, checked the TV for updates. The app says the eArc is not connected.

    Simplink is on. Sound is coming through all of the speakers (although I don't know how to check if it's receiving a proper ATMOS signal) but I can't change the volume through my TV remote.

    I sent a diagnostic report: #642793283

    I super appreciate any help with this. I super don't want return this system because it sounds wonderful and I really love it.

    Thank you

     

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