Avid Contributor II

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Arc sound stopped on LG G4

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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.

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bonerp1Author

Avid Contributor II

OK so to clarify, I toggled the various options on / off on the app.

I think powered off the TV and arc. Did sod all.

I then reset. A full on factory reset 😁

MoPac

Headliner III

Like my Sony Bravia the LG has a similar process to reset the TV without loosing data. Like the Sony it’s something like holding the power button down for a period of time at which point the TV reboots. My Sony Bravia fixes the “no sound” issue using that TV reset process every time.

If power cycling the Arc is also required Sonos should provide a way to do that from within the Sonos app.

Stanley_4

Grand Maestro

We used to have a reboot option in the :1400 menus, it went away in a Sonos update. It was handy to have in some situations where the reboot was needed but unplugging was difficult. I ended up adding remote power switches to all my difficult Sonos devices.

Airgetlam

It depends on which side is failing. Most of the time, it’s the TV that is failing to accept the ARC handshake. In which case unplugging the TV from the wall for two minutes reboots the TV, as most of them don’t have a ‘reboot the OS’ feature built in.

If it happens to be the rare case of the Sonos not negotiating the handshake, even after a reboot, then Sonos should be looking at the data in the diagnostic. You should never be resetting the Sonos, unless instructed by Sonos support, which will mean they’ve gleaned all data possible, and are willing to lose any ‘local’ data stored on the device.

And you should always be checking both the TV and the Sonos for updates to the OS that runs them.

Bruce

Stanley_4

Grand Maestro

Ask yourself "How can I make this worse" and the factory reset (except when specifically given by support as a solution) is usually the best answer.

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bonerp1Author

Avid Contributor II

It depends on which side is failing. Most of the time, it’s the TV that is failing to accept the ARC handshake. In which case unplugging the TV from the wall for two minutes reboots the TV, as most of them don’t have a ‘reboot the OS’ feature built in.

If it happens to be the rare case of the Sonos not negotiating the handshake, even after a reboot, then Sonos should be looking at the data in the diagnostic. You should never be resetting the Sonos, unless instructed by Sonos support, which will mean they’ve gleaned all data possible, and are willing to lose any ‘local’ data stored on the device.

And you should always be checking both the TV and the Sonos for updates to the OS that runs them.

I had sonos when the app was pony and had to reset every other week haha

Stanley_4

Grand Maestro

I've had Sonos, long before there was an App, never needed a factory reset outside the Sonos noted issues.

Okn the other other hand, resetting the App or even just forcing it to stop and restarting it has been needed multiple times.

Still missing my reliable, simple and usable CR-100s.