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Arc STILL not working properly

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Well the problems continue.

I went from the arc not working properly on the optical outlet on the TV, as the TV's book never mentioned that it actually has an arc hdmi outlet.

Fortunately someone on this forum pointed out that it had, so I swapped over, and hey presto, joy at long last, it was working, that did not last.

I am back to the thing turning itself off if I channel surf, and quite often if I mute it.

Hitting the button on the top sometimes doesn't even turn it back on, so it's back to getting the phone accessing the app blah blah blah.

I think this product should be recalled.

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Corry PAnswer

Sonos Staff

Hi @Adrian k

Are you still having this problem? If so, I recommend checking your TV for firmware/software updates, then try looking for an option on the Sky box for CEC, and disabling it. There may be a CEC conflict between the Sky box and Arc (though perhaps only in conjunction with that specific TV, otherwise we’d hear more about this issue).

Finally, it could indeed be an issue with the Arc - please get in touch with our technical support team if these steps don’t help and they’ll gather logs from your Arc to determine what’s happening.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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GuitarSuperstar

Lead Maestro

How old is the Sky box? You could just have a defective box. Have you contacted Sky?

"Receive with simplicity everything that happens to you." - Rashi

A

Adrian kAuthor

Trending Lyricist I

6 months old.

The problems started the very same minute the arc was connected.

A

Adrian kAuthor

Trending Lyricist I

Hi,

All still the same, as in turning itself off.

Here's a pic of the skybox sticker/model.

G

GuitarSuperstar

Lead Maestro

Thanks for posting the photo. Here are some other options we can try:

Use a different HDMI cable for your Sky box.
Connect your Sky box to another HDMI port on your TV.
Post photos of your TV settings so we can rule that out.

"Receive with simplicity everything that happens to you." - Rashi

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Adrian kAuthor

Trending Lyricist I

The hdmi cable is perfectly fine.

It was connected to a different port before and the problem is the same.

Just to recap, the TV is fine, the sky box is fine, the cable is fine, everything works fine if I remove the arc out of the equation.

But it would seem that it can't possibly be the arc that's no good, it has to be something else. We do live by the sea, I'm not sure how we can blame that, but it's got to be that, it just can't possibly be the arc at fault can it.

Corry PAnswer

Sonos Staff

Hi @Adrian k

Are you still having this problem? If so, I recommend checking your TV for firmware/software updates, then try looking for an option on the Sky box for CEC, and disabling it. There may be a CEC conflict between the Sky box and Arc (though perhaps only in conjunction with that specific TV, otherwise we’d hear more about this issue).

Finally, it could indeed be an issue with the Arc - please get in touch with our technical support team if these steps don’t help and they’ll gather logs from your Arc to determine what’s happening.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Adrian kAuthor

Trending Lyricist I

Hi Cory and all,

Tried everything, but still the same, so got in touch with Sonos technical support as suggested.

After a couple of long phone calls, and two diagnostic checks, the problem was finally 'solved', turns out that I can't have any other devices plugged into the TV at the same time.

So if I want to use the blu-ray player for instance, I will have to plug the hdmi cable in before and unplug the lead after.

Crazy, but at least the soundbar isn't constantly turning itself off anymore.

Thanks to all anyway.

Adrian

Corry P

Sonos Staff

Thanks for letting me know what the results of your call were. That sounds like a CEC conflict to me - you can buy CEC-less adaptors that strip the CEC connection from a device. If you put something like this on the end of the bluray player’s cable, that should fix the problem (though I’d look for disabling CEC in the player’s settings first). Just search “cec less adaptor” in Amazon - you should find something suitable.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

A

Adrian kAuthor

Trending Lyricist I

Thanks again, I'll look into it.

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