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DukeOfHavoc
Contributor I
May 23, 2023

Arc no longer playing TV audio LG OLED55CX6LA

Hello

As per the title, I have a LG OLED and Arc. I’ve spent 2 hours tonight trying to figure out why all of a sudden I cannot get any TV audio to play. It works perfectly for music as part of a larger network or on its own. 

 

List of what I’ve tried (in no particular order)

Full factory reset of TV

Updated TV to latest firmware (04.40.70)

Full factory reset of Arc.

Updated Sonos App (15.4)

Updated firmware for all speakers (15.4)

Re-run the TV set up for Arc via the app.

Uplugged the TV and Arc for 15 minutes.

Tried resetting the HDMI handshake by disconnecting and leaving them for 15 minutes.

Tried a different HDMI cable that I know works with other devices (I’ve always used the Sonos one).

Used Sonos’ recommended audio settings on the TV:

TV settings:

DTV Audio Setting: Auto

Digital Sound Out: Pass Through

eArc: On.

 

 

The TV can see the speaker. It displays that the Sonos is connected and that I can control it via LG’s universal remote option which had always worked prior. I even get Sonos’ pretty wallpaper if I select HDMI2 (which is the eARC port) on the screen.

 

When I flick eArc from off to on, I get about 5 second of audio before it cuts out. The audio works perfectly via the internal speakers.


I have submitted a diagnostic report: 663870006.

Please can someone help?

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14 replies

Airgetlam
Airgetlam
May 24, 2023

What did Sonos Customer Support say when you called in with that diagnostic number? 

Sure wish those of us who aren’t Sonos employees could see that data. You’ve already done all the things I would anecdotally suggest. 

Bruce
GuitarSuperstar
Lead Maestro
May 24, 2023

@DukeOfHavoc Try this in this specific order:

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 port using the Sonos-supplied HDMI cable. After the Arc has been successfully connected, connect any other devices to the TV. Also be sure that TV Autoplay is enabled in the Sonos app.

"Receive with simplicity everything that happens to you." - Rashi
DukeOfHavocAuthor
Contributor I
May 24, 2023

@DukeOfHavoc Try this in this specific order:

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 port using the Sonos-supplied HDMI cable. After the Arc has been successfully connected, connect any other devices to the TV. Also be sure that TV Autoplay is enabled in the Sonos app.

Hi, Superstar

 

Thanks for taking the time to write this all out. Just followed your instructions to the letter but alas it still doesn't work. If I toggle eArc on and off, I get a couple of seconds of audio and then it disappears. 

 

Really appreciate you trying to help. I'm getting very frustrated with this. 

DukeOfHavocAuthor
Contributor I
May 24, 2023

What did Sonos Customer Support say when you called in with that diagnostic number? 

Sure wish those of us who aren’t Sonos employees could see that data. You’ve already done all the things I would anecdotally suggest. 

 

Ah, I haven't called them. From looking at the forum, I thought the procedure was to send the report and then log something here. I will try and call them today to get an answer. I fear I'm going to get the dreaded "you need to speak to your TV manufacturer" response. 

    Play2
    Lyricist III
    May 26, 2023

    I had the same issue since last week. Really frustrating. Now I only can’t use the volume/mute on the magic remote any more. I need to use a second remote instead. I think it has to do with the last LG update. 

    DukeOfHavocAuthor
    Contributor I
    May 26, 2023

    I had the same issue since last week. Really frustrating. Now I only can’t use the volume/mute on the magic remote any more. I need to use a second remote instead. I think it has to do with the last LG update. 

    Do you have sound coming out of it though?

    Play2
    Lyricist III
    May 26, 2023

    Yes, but you have to put the volume to the max for some reason. 

    DukeOfHavocAuthor
    Contributor I
    May 26, 2023

    Yes, but you have to put the volume to the max for some reason. 

    Weird.

     

    They've asked me to test with Optical Out but I don't have the adaptor anymore. Also they want me to plug it into the ethernet port. Really not sure that's gonna make a difference though. 

    DukeOfHavocAuthor
    Contributor I
    May 31, 2023

    Update:

    If I do a full unplug, I then turn everything back on but the Arc but I have the HDMI plugged into the LG eArc. I then turn the Arc on and the TV asks if I want to switch to the sound bar and it works...for a while. I did this yesterdy and it lasted maybe 20 minutes. 

    I’ve done it tonight and its working again. I’ve taken a diagnostic report: 26688067 (should Sonos actually come across this) and I will call them tomorrow to see how that compares the previous ones I did for them when I was on the phone.

    They have asked me to test it with a friend’s TV or use the optical cable not neither of those are sadly an option for me. 

    Airgetlam
    Airgetlam
    May 31, 2023

    There are extraordinarily fewer forum moderators than CS folks that work the phones. 

    Bruce
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