Hi, I lost sound the other night from my beam. I turned the TV on and off and it came back for 5 mins but has now stopped again. I have checked all settings, factory reset the TV and beam. Changed the HDMI cable. The TV is seeing the beam as I have the icons when I turn it up and down there is just no sound coming out. The TV works through internal speakers and the beam works if I stream to it. It is also seeing the TV as in the volume it says HDMI TV. I have turned everything on and off and now I am just at a loss. Could the TV just not be putting out sound?
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It’s possible, but seems unlikely. At the least, I would recommend that you submit a system diagnostic while the TV is on, but the Sonos not producing sound, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
Rereading your post, a question comes to mind. It sounds a lot like a CEC handshake issue, since the Sonos works when you stream to it. Which raises the question, how did you turn off everything? If it wasn’t by removing power at the wall, things weren’t off, but instead in a low power state, waiting for a new instruction. I generally suggest at least two minutes unplugged, to let everything power down, before plugging back in.
If that’s what you did, then I stand by my previous post ;)
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