Why is my SONOS arc APP showing Dolby ATMOS when its not switched on my LGCX?

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Ive been having issues with my Sonos ARC and i can only get sound stable when I turn off the earc option on my LGCX. Which was then outputting sound at 5.1 where available.

NOW however it is outputting Dolby Atmos tho i still have earc disabled on my settings.

WTF is going?

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Ken_GriffithsAnswer

The lossy DD+ (Atmos) used by the streaming services is supported by HDMI-ARC - it’s the lossless Dolby TrueHD (Atmos) that requires eARC.

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riffbearAuthor

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Yeah I tried that and it still flickers when i switch to Earc. When i do successfully have eArc on and is running.. I cannot switch the TV off as it then starts to flicker again upon switching it back on.

In that case, assuming both the TV and Arc software are up-to-date The only other thing to maybe try is changing the cable between the Arc and TV, but first leave any other devices disconnected from the HDMI ports 1, 3 and 4 and power off both TV and Arc at the wall for 3 minutes.

If the new cable doesn’t fix it then I suspect there maybe a fault either with the TV or the Arc. So go onto do the following…

Within 20 minutes of the issue occurring again, I would submit a Sonos diagnostic report from the ‘Settings/Support’ area of the Sonos App

Make a note of the reference generated and perhaps post it back here.

Then, when available, contact/chat to Sonos Support Staff about the matter via this LINK and see what they can suggest to try to resolve the matter.

Yeah ive done all that too! My reference number is 04080950 Sonos has agreed to replace this Arc and see how it goes. However i was able to go to the store where i purchased it from and i was hoping for an exchange to try another but they need an RA number. They’ve said soon as Sonos email them a RA number they will deliver me a replacement.

Ken_Griffiths

Yeah ive done all that too! My reference number is 04080950 Sonos has agreed to replace this Arc and see how it goes. However i was able to go to the store where i purchased it from and i was hoping for an exchange to try another but they need an RA number. They’ve said soon as Sonos email them a RA number they will deliver me a replacement.

Sounds like you’re wasting time trying to fix it then, if it’s already believed to be faulty. 🤷‍♂️ I would suggest waiting for the replacement and if the issue continues, then you may need to look to see if it’s the LG CX TV instead - I assume the Staff also suggested a TV factory reset to you aswell then before replacing the Arc?

Anyhow let’s hope the new device resolves it when it does eventually arrive.

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