Volume on TV/Beam always resets to zero when TV turned off/on.

  • 20 August 2018
  • 50 replies
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50 replies

Jean C.
Userlevel 5
Badge +16

Hello @JohnnyDo123,

Thank you for your response. Please let us know after the test and be sure to include a diagnostic confirmation in your response.  

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E
Userlevel 1

@Jean C. - Just the TV remote. It’s a Samsung UN60J6200AF.

Jean C.
Userlevel 5
Badge +16

Excellent, Thank you for that @evangallo.

Can you verify the audio format that your Samsung TV is outputting and verify that both the optical connection and the HDMI cable are firmly connected with your Sonos Beam?

Are you able to submit a diagnostic report right after your Beam mutes and the light is still green on the player?

 

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Keith N
Hey there, russellkelly. Thanks for the post and welcome to the Community. Would you mind replicating the problem and submitting a diagnostic report? Be sure to reply here with the confirmation number it gives at the end, and we can take a closer look.

Thanks!
R
Hi Keith

The confirmation number is: 1390336862
M
Was there a solution to this at all? Having the same issue. Thanks!
Paul A
Userlevel 6
Badge +17

Hi @ewolkoff.

thanks for reaching out.

I would recommend trying to reboot the TV and the Arc. If this does not help, I would try checking volume limit on the Sonos app. 

If you submit a diagnostic report  while the audio is still set to 0 it may shed some light on this. Be sure to include the confirmation number in your response.   

Please let us know if you still have further questions or concerns.

 

Hi @russellkelly.

I would recommend trying to reboot the TV, Beam, Sub, and the 2 surrounds starting with the beam. After the Beam goes solid white, next would be the Sub and 2 surrounds. If this does not help, I would try checking volume limit on the Sonos app. 

If you submit a diagnostic report  while the audio is still set to 0 it may shed some light on this. Be sure to include the confirmation number in your response.   

Please let us know if you still have further questions or concerns.

 

Thanks,

 

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M

I had same issue with my Arc and LG oled cx (connected via earc) every time I turned tv on arc volume was at zero. I fixed this issue as follows…..

 

opened my Sonos app

Select App Preferences

Unchecked Hardware Volume Control

 

Set volume with tv remote then turned tv off. Turned tv back on and volume on Arc

was where I left it before. 

This worked for me thx

M

Having the same issue with a Samsung 55” TV with a beam and Alexa integration. When I use the remote all is good. When Alexa turns on the TV the volume is set to 0.

L

I just purchased a Beam and I'm having a similar issue with my Sony Bravia XBF55X900F connected via arc. Whenever I turn off the Bravia the Beam volume gets set to zero/mute. Then when I start any audio source, be it the TV or streaming music from my phone, I have to manually unmute and turn up the volume. 

Paul A
Userlevel 6
Badge +17

Hi @MichaelMorgan.

Welcome to the Sonos community and thanks for reaching out to us.

I would like to recommend the following steps based on the order it is provided. Here is the complete guide on how to perform the steps below.

  1. Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
  2. Open the Amazon Alexa app and disable the Sonos Skill.
  3. De-register any Sonos product on the Alexa App.
  4. Open the Sonos App.
  5. Remove the Alexa Voice service.
  6. Force close Sonos app.
  7. Force close the Alexa App.
  8. Reopen the Sonos App. Add Alexa as a voice service.
  9. Open Alexa app Add Sonos as skill
  10. Register Sonos speaker
  11. Add music service.
  12. Test to check if it works.
  13. Submit a diagnostic to capture all information performed on the Sonos devices.

Please let me know how it goes. We are always here to help.

Thanks,

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B

I had same issue with my Arc and LG oled cx (connected via earc) every time I turned tv on arc volume was at zero. I fixed this issue as follows…..

 

opened my Sonos app

Select App Preferences

Unchecked Hardware Volume Control

 

Set volume with tv remote then turned tv off. Turned tv back on and volume on Arc

was where I left it before. 

I’ve read through many pages of posts (sonos website, Reddit, etc.) and this advice WORKED PERFECTLY to solve my issue whereby when I turn TV on and start YouTubeTV via Roku, the Sonos volume on the Playbar, Sun and play1 SL surround sound is ZERO or muted.  
 

worked the next time I turned on my TV, as well as 1 day after!

 

TY “TheTinMan”!!!

D

Source: 

I understand that the TheTinMan solution doesn’t work for Apple users since ‘Hardware Volume Control’ is not listed in the App Preferences.

It is only possible for Android users.

correct?

J
Userlevel 4
Badge +6

Here's how I fixed mine:

1 opened app

2 select system

3 select your device (beam in my case)

4 turn on TV Autoplay


My Arc volume kept reverting back to zero even though Autoplay had already been enabled.  I disabled it, re-enabled it, and now it seems to have solved the issue.

HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
J
Userlevel 4
Badge +6

I had same issue with my Arc and LG oled cx (connected via earc) every time I turned tv on arc volume was at zero. I fixed this issue as follows…..

 

opened my Sonos app

Select App Preferences

Unchecked Hardware Volume Control

 

Set volume with tv remote then turned tv off. Turned tv back on and volume on Arc

was where I left it before. 


This seems to have done the trick for me as well. Thanks TTM.

I am using a Sony X800M2 blu-ray player, Sony A8H and Sonos Arc connected to my tv via e-arc.

HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
E
Userlevel 4
Badge +5

Same issue here with an LG E9P OLED and the Arc.  Sound resets to 0 every time I turn on the TV.

G

Go into sonos app and reset the volume limit once you do that turn tv off and then on and you should have sound. It worked for me.

J
Userlevel 4
Badge +6

I had same issue with my Arc and LG oled cx (connected via earc) every time I turned tv on arc volume was at zero. I fixed this issue as follows…..

 

opened my Sonos app

Select App Preferences

Unchecked Hardware Volume Control

 

Set volume with tv remote then turned tv off. Turned tv back on and volume on Arc

was where I left it before. 


This seems to have done the trick for me as well. Thanks TTM.

I am using a Sony X800M2 blu-ray player, Sony A8H and Sonos Arc connected to my tv via e-arc.

 

After further testing, it fixed the zero volume level when I switch between sources.  But the volume will still revert to zero when I restart a blu-ray that has been paused for several minutes.

HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
C

Hello @chevyman142000,

Welcome to the Sonos Community and thank you for reaching out with your question. 

Do you know if your Apple TV is passing audio to your Beam via Airplay or are you sending line-out audio to your TV and then on to your Beam?

If you could submit a diagnostic report and include the confirmation number in your response, I’d be happy to take a look at it.


I’m sending line-out to my tv and then to the Beam. Diagnostic submitted. Number is 410384335. Thank you for looking!

Jean C.
Userlevel 5
Badge +16

Thank you, @chevyman142000.

Can you confirm that the CEC feature on your Samsung TV is enabled?

Samsung calls this CEC functionality “Anynet+” if it is enabled can you test if this volume behavior occurs on any other external sources on your TV?   

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C

Yes, that is on and I definitely use it. I was wondering if that is the issue and that it isn’t a Sonos issue. I don’t have any other devices connected, so I can’t tell you for sure. I’ll see if I can dig up an old Roku device or something and test it out. Thanks!

J
Userlevel 2
Badge +1

Hi, sorry for the delay - I think I have figured out a solution for my volume resetting to 0.  

I noticed that after I turn on the TV and put some video on (ie Netflix/Hulu) with my Roku, the sound level is restored to whatever I had left it before turning the TV off last.  

If I manually turn the volume up before any volume comes on, it does start from 0.  

Jean C.
Userlevel 5
Badge +16

Hi @JohnnyDo123,

Thank you for the update. Please reach out if you have any other questions about your system.   

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Airgetlam

Two years ago, there was a post from a Sonos employee that suggested submitting a diagnostic, and calling in to Sonos. See the post from Paul A. above.

Bruce
Z

I had this exact problem on both an Arc and a Beam connected to Sony TVs. I was using Ethernet for both of them when I was having this problem. Removed Ethernet and resumed using WiFi for both of them - problem went away. Mind blown.

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