Arc stops working with TV , was working fine

Has there been updates to this? I have the same issue, ARC was working then it stop with Tv audio. I have tried multiple Tv’s/hdmi’s throughout the house and keeps saying CEC not connected. Yes the CEC is turned on for all Tv’s. This has to be a product malfunction. Called support, and they walk me through doing the same thing I already done multiple times. They told me to check with the Tv manufacturer. 1 Tv, I can see but 4 different Tv brands not working. 

Can we assume that in between each TV you’re connecting to, you’re unplugging the Arc, so that it has the opportunity to reboot and reload the software?

Have you rebooted these TVs, as well? While it would be odd for the same issue to hit all 4 simultaneously, but I could see a situation with a power surge causing all 4 to “burp” in their software. A reboot by unplugging the TV from the wall for 5 minutes would force them, much like the Arc itself, to reload the operating software, which controls the CEC. And frankly, if all four TVs are the same manufacturer, it’s slightly possible there’s an issue with the latest software upgrade.

I’d start with the Arc, as I think you’re correct to place more significance on that aspect, but I wouldn’t ignore the TV as a potential issue, either. And, frankly, the HDMI cable you’re using could be suspect. Again, low chance, but we shouldn’t ignore any possibility. 

Yep Arc is being unplugged and being moved to each Tv. There are all different manufacturers, Sharp, Vizio, Insignia, Samsung. I will try to unplug all Tv’s for a while to see if that works, though that is doubtful. Hdmi’s work with other devices in the house. 

It’s not clear if you tried a different HDMI cable, but if not, perhaps try that too. Note the cable has to have HEAC support (HDMI 1.4+) and it’s not unknown for such a cable to go faulty.

That was one the first things I tried, I have used 3 different hdmi cables with Tv’s. 

Man, you’re making it hard, having done all the things we’re suggesting :)

Honestly, I’d call back support and talk your way through to what I have to assume is level 2. I can’t think of any particular reason beyond those we’ve listed for this to be failing. 

I’m assuming that you can still stream music to the Arc? It still shows up in the controller?

Might be worth posting a diagnostic number here, the forum moderators are a separate group than the phone folks. 

Yeah, I can still stream music and what not but I bought it as movie surround sound system(arc, sub, 2 sr) not a glorified bluetooth speaker. I already talk to support they basically said it was Tv and call the manufacturer, even though I told them I tried this process on multiple Tv’s throughout my house. At this point I just want to send it in to get it checked. 

Yea, Sonos doesn’t, to my knowledge, offer that kind of service. It’s a full replacement device, or nothing. They don’t do any “repair/check” kind of thing. Once the CS folks on the phone authorize a replacement with varying charges due to length of ownership and type of failure, that’s pretty much it, from what I’ve seen over the years. 

And no, there’s also no “authorized repair centers” that could do that, either. There are non-licensed services, of which I’ve seen reference to in the UK specifically, but none that I’m particularly aware of here in the US. 

In the past week I have an issue where the ARC on my LG TV suddenly is not receiving audio from my SONOS beam. It had been working for the past 18 months. Basically the LG TV will not allow me to select HDMI ARC and the output and will automatically default to the TV Internal Speaker. If I connect the TV’s optical output to the SONOS it works fine (But then I lose the ability to utilize Google Assistant to control the TV) 

I have tried the following steps:

• Powered everything down for 5 minutes - No Change
• Tried resetting the TV to default settings and then reconfigured - No Change
• All software is updated (TV, SONOS and SONOS app)
• Tried swapping HDMI cables - No Change

@gpicard5,

Have you enabled ‘Simplink’ and ‘auto-power-sync’ on your LG TV?