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russellkelly
Contributor I
August 20, 2018

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

I have the new Beam, play1s and a sub working with the LG TV. All generally works well, but I have found recently that if I turn off the TV, or if it goes into sleep mode, that the volume is set to zero on the beam (surround sound system) and needs to be manually turned up again using the TV remote. I am actually using an Apple TV in the setup, but the Sonos beam is connected to the HDMI ARC port. Like I said all works well, except this little niggle.. Anyone else seen this? Any ideas Sonos support team? thanks
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    evangallo
    Lyricist III
    June 15, 2020

    This is happening to my family as well. Beam + 2 One SLs as rears; Beam is connected via optical adapter.
     

    Diagnostic number is 1243791300.

    Jean C.
    Jean C.
    Retired Sonos Staff
    June 26, 2020

    @evangallo,

    Are you using just your TV remote to turn off the TV or are you using a voice assistant or harmony remote to turn off the TV?

    Can you include the make/model of your TV so that we can see if it is a “feature” within the TV itself or due to a firmware update on that device? 

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    evangallo
    Lyricist III
    June 26, 2020

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

    Jean C.
    Jean C.
    Retired Sonos Staff
    June 26, 2020

    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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    ewolkoff
    Enthusiast II
    June 30, 2020

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

    Paul A
    Paul A
    Retired Sonos Staff
    July 4, 2020

    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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    Borreboy 2
    Avid Contributor I
    July 24, 2020

    Same problem here. 

    LG C9 and Sonos Arc. 

    Had Sonos Playbar before. No problem there...

    Paul A
    Paul A
    Retired Sonos Staff
    July 25, 2020

    Hi @Borreboy 2.

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

    I would like to recommend following the steps indicated above which includes replicating the issue and submitting a diagnostic so we can further check what might be going on with your Sonos Arc. Please take note of the confirmation number and let me know.

    Please do not hesitate to reach out if you still have further questions or concerns. We are always here to help.

    Thanks,

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    MichaelMorgan
    Contributor II
    August 20, 2020

    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.

    Paul A
    Paul A
    Retired Sonos Staff
    August 20, 2020

    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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