Avid Contributor II

Answered

Arc sound stopped on LG G4

42 replies
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Hi All,

Yesterday my sound stopped working from the Arc. After following a few suggestions of toggling things off and on, restarting tv and arc (fixed it for about a minute then dropped again), I had to reset it. Only then it appears to be back on although haven’t had it on for longer than 15 mins today to see if its a fix.

Been working fine for over 2 years.

Why would it do this? Is it likely developing and problem or could it simply be a one off handshake issue?

Strangely, when I tried to run the SONOS radio instead of TV, the sound came through the rear surrounds.

AjTrek1Answer

Factory resets are typically a last resort and only recommend in extreme circumstances at the behest of Sonos Tech Support. If there was an issue with your Arc the Factory Reset erased any information that would have been useful in a diagnostic to Sonos Tech Support. If the issue returns run a diagnostic, make note of the reference ID (don’t post it in the community) and call Sonos Tech Support.

Your issue could have been a handshake issue. Sometimes a hard reboot sequence may resolve the issue:

Pulling the power cord while TV is on
Hard reboot of Arc
Giving the TV power again
Powering up the Arc

Music playing through the rear speakers in a Sonos HT setup is normal (ambient or full stereo *). Unless you’re saying no sound was heard from the Arc. Was that the case? If so you need to run the diagnostic and call Sonos Tech Support as the Factory Reset did not fully resolve the issue.

* Music volume such as Ambient (soft) or Full Stereo can be set in the App.

Together Everyone Achieves More = T.E.A.M.

MoPac

Headliner III

I have the same problem with my Sony Bravia / Arc at times. When it happens I hold the power button on the Sony remote until Reset appears. After the Reset the sound comes back. Not good to hear it also happens on an LG TV. Are you using the Sonos pack-in HDMI cable? I’m using a third party brand HDMI cable. I’ll have to dig up the Sonos cable to see if the handshake failure goes away.

My other two Beam 2 bars with a Sony & LG have never failed the handshake. Both using the pack-in HDMI cable.

User117655

Prodigy II

I had this with an Arc Ultra on a LG C5 after the last webOS update on the TV (week or so ago).

Although I didn't try any other playback first, a simple off/on of the TV and it has been fine since...

🤞you have done what was needed!

B

bonerp1Author

Avid Contributor II

I have the same problem with my Sony Bravia / Arc at times. When it happens I hold the power button on the Sony remote until Reset appears. After the Reset the sound comes back. Not good to hear it also happens on an LG TV. Are you using the Sonos pack-in HDMI cable? I’m using a third party brand HDMI cable. I’ll have to dig up the Sonos cable to see if the handshake failure goes away.

My other two Beam 2 bars with a Sony & LG have never failed the handshake. Both using the pack-in HDMI cable.

No I'm using a high spec Green hdmi cable. Maybe I'll see if it's still in the box!

AjTrek1Answer

Factory resets are typically a last resort and only recommend in extreme circumstances at the behest of Sonos Tech Support. If there was an issue with your Arc the Factory Reset erased any information that would have been useful in a diagnostic to Sonos Tech Support. If the issue returns run a diagnostic, make note of the reference ID (don’t post it in the community) and call Sonos Tech Support.

Your issue could have been a handshake issue. Sometimes a hard reboot sequence may resolve the issue:

Pulling the power cord while TV is on
Hard reboot of Arc
Giving the TV power again
Powering up the Arc

Music playing through the rear speakers in a Sonos HT setup is normal (ambient or full stereo *). Unless you’re saying no sound was heard from the Arc. Was that the case? If so you need to run the diagnostic and call Sonos Tech Support as the Factory Reset did not fully resolve the issue.

* Music volume such as Ambient (soft) or Full Stereo can be set in the App.

Together Everyone Achieves More = T.E.A.M.

B

bonerp1Author

Avid Contributor II

Factory resets are typically a last resort and only recommend in extreme circumstances at the behest of Sonos Tech Support. If there was an issue with your Arc the Factory Reset erased any information that would have been useful in a diagnostic to Sonos Tech Support. If the issue returns run a diagnostic, make note of the reference ID (don’t post it in the community) and call Sonos Tech Support.

Your issue could have been a handshake issue. Sometimes a hard reboot sequence may resolve the issue:

Pulling the power cord while TV is on
Hard reboot of Arc
Giving the TV power again
Powering up the Arc

Music playing through the rear speakers in a Sonos HT setup is normal (ambient or full stereo *). Unless you’re saying no sound was heard from the Arc. Was that the case? If so you need to run the diagnostic and call Sonos Tech Support as the Factory Reset did not fully resolve the issue.

* Music volume such as Ambient (soft) or Full Stereo can be set in the App.

Thanks. No sound was heard from arc before I reset it. How do we do a hard reboot?

Will do diagnostic if it stops again.

kdowling

Thanks. No sound was heard from arc before I reset it. How do we do a hard reboot?

Pull the power cord.

N

nik9669a

Senior Virtuoso

Thanks. No sound was heard from arc before I reset it. How do we do a hard reboot?

Pull the power cord.

Remove power to the Arc, by means such as by unplugging it. A pull on the cord might dislodge the speaker, causing it to fall onto the floor. (Sorry to be pedantic!)

Also, that’s a reset, if I interpret “hard reset” correctly - ie a factory reset. Reset advice is here: https://support.sonos.com/en-us/article/reset-your-sonos-product

You might check with Sonos support, following a diagnostics report, before the factory reset?

kdowling

LOL, yes, don’t pull on the power cord. I guess it’s something we say on this side of the pond for removing power. I would unplug the power cord from the power strip/surge protector, actually. It’s easier.

jgatie

LOL, yes, don’t pull on the power cord. I guess it’s something we say on this side of the pond for removing power. I would unplug the power cord from the power strip/surge protector, actually. It’s easier.

Better yet, use the switch on the power strip, if it has one. Not that I haven't yanked the power cord before. I remember one time I had a foot on the wall and my hands on a big old shielded cable, yanking the power on a 4 million dollar peripheral video renderer that was grinding a very important OLTP system to a halt. I pulled the power, let the industrial sized power plug drop to the floor, and as I walked out past the boss who designed/configured the peripheral I uttered "Fixed it!"

AjTrek1

Geeze guys 😂! I guess I’m just too old for this. Really… pulling power is interpreted as “yanking” on the power cord itself. Glad I didn’t say “cut” the power. Lord knows what would have happened then. 😵‍💫

Also, the OP said they Reset the Arc. As “toggling the TV and Arc on/off didn’t work. Since there’s no switch on the Arc to toggle I didn’t get into semantics as to what the OP meant. Reset in my Sonos speak refers to a Factory Reset.

As long as I can remember a Hard Reboot meant removing power to a device while it is still powered on. Which is the same in Sonos-speak (as well with a TV) which is not a factory reset. Hard reboots merely clear a cache and/or memory but does not take the device back to a virgin state as would a factory reset.

Just to put a point on things … I’m pass Three Score and Ten. Which probably qualifies me as grandpa (at least) to most in the community. Old school to the max 😂😂😂

Together Everyone Achieves More = T.E.A.M.

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