Arc, apple and sky Q audio issue

  • 24 August 2023
  • 4 replies
  • 246 views

Help needed from the forum please!

 

My set up - Arc, era 300 (x2) as surrounds and a mini sub connected via eARC to LG G£ tv. 

 

When connected and watching TV content via apple 4K I have no sound on Netflix or Prime apps with 5.1 audio content (atmos works fine) when my sky Q box is switched on, resulting in silence….. If I switch sky Q box to standby - all works fine and apple 4K can switch between atmos and 5.1 sound!!! - anything in atmos works fine. Normal TV works fine, all LG apps work fine, SKY Q fine.

 

I have spent weeks and hours trouble shooting and on to technical support from LG, apple and sonos.

I was advised the TV to be faulty so I updated the brand new G2 to a G3 and have the exact same problem.

This seems to be an input issue with LG tv’s, all is ok and everything works if sky Q in standby mode, if sky Q switched on and idle, I have no audio if the content on the apple tv is 5.1…

 

HELP!!!

Thanks


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4 replies

Userlevel 7

Is there a CEC setting on the Sky Q box that you can disable? Have you tried connecting the Sky Q or Apple TV to different HDMI ports on the TV?

Hi,

 

I have tried a different SKY Q box and have the same issue.

 

I have also tried connecting to alternative HDMI ports and have the same issue. 

 

I have now also switched TV and have the same issue.

 

On sky Q audio setting, if I set to normal all is ok, if I have Dolby digital the problem persists. Switch sky Q to standby mode and all is ok. 

 

The issue seems to be the input and some confusion and inability to switch between audio type if sky q is switched on.

Userlevel 7

On the Sky Q box, go to Settings > Setup > Audio Visual and set HDMI Control to OFF.

 

If that doesn’t work, try this:

Disconnect everything from the TV and unplug the Arc and TV from power for a couple of minutes. Plug everything back in but keep everything disconnected. Make sure Simplink is enabled in the TV settings. Run TV Setup in the Sonos app and follow the app instructions. When the app instructs you, connect the Arc to the TV’s HDMI ARC/eARC port using the Sonos-supplied HDMI cable. After the Arc has been successfully connected, connect the Apple TV and Sky Q to the TV.

Thanks,

 

I will try that with the SKY Q.

 

I have done exactly what you described in your second point, once on the G2 tv and again when I swapped for the G3.

I have even had two engineers sent out from LG and they had no idea…..

 

Thanks for your comments and suggestions.