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Bestever59
Contributor I
November 13, 2020

LG oled65cx losing sound

I got the new LG 65CX tv and sonos arc sound bar last July I’m having issues sometimes of losing sound from my sonos arc when I change over the channels on my sky Q box or even when I watch Netflix or the RTÉ player, the sound will eventually come back after 30 seconds or even longer sometimes, I have got on to LG but they are giving me the run around for the last 3 months asking me the same questions and that they are looking into it.

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    21 replies

    Simon B
    Simon B
    Retired Sonos Staff
    November 14, 2020

    Hi @Bestever59, Thank you for reaching out and welcome to the community. Thanks for bringing this up and I know where you're coming from. So that we can check the current status of your Sonos system, I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

    Keep me in the know with the advice above.

    We're here to answer any further questions you have.

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    Bestever59Author
    Contributor I
    November 15, 2020

    Confirmation number 1915164729

    Simon B
    Simon B
    Retired Sonos Staff
    November 17, 2020

    Hi @Bestever59, thanks for the update and for sending a diagnostic report of your Sonos system. Upon checking the diagnostic information, It shows that the Sonos Arc’s CEC is disabled. Kindly check on the TV settings and enable the CEC or Simplink (HDMI-CEC) settings on your LG TV  and enable it. And then do a reboot on your TV and the Sonos Arc and the SkyQ Box that you have, unplug it for 1-2 minutes from the power source and check if that will make any difference. 

    Let us know what you have in mind with the advice above.

    The Sonos community is always here to help.

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    Bestever59Author
    Contributor I
    November 18, 2020

    That setting is already enable on my tv

    Simon B
    Simon B
    Retired Sonos Staff
    November 18, 2020

    Hi @Bestever59, thanks for the update and for sending a diagnostic report of your Sonos system. In this case, We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may perform additional steps, diagnostics and options on resolving this issue.

    Let us know what you have in mind with the advice above.

    The Sonos community is always here to help.

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    Tim-stl
    Lyricist III
    November 21, 2020

    I have a similar issue. I had my lg oled65cx configured with the Beam and it worked great for a couple of weeks but now will not. I have worked on it for hours, tried a new cable, and every tv setting I can think of. I definitely have it connected to the arc port. I have tried moving the beam back to to the old tv which I still have (another LG) and it works fine. Can I get help troubleshooting mine?

    Simon B
    Simon B
    Retired Sonos Staff
    November 21, 2020

    Hi @Tim-stl, Thank you for reaching out, and welcome to the community. Sorry to hear that you have the same issue with your Sonos system. So that we can check the current status of your system. I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

    Let us know what you have in mind with the advice above.

    The Sonos community is always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Tim-stl
    Lyricist III
    November 21, 2020

    Thanks!  The confirmation number is 1095187507. After I posted this last night I configured the beam to connect using the optical audio adapter, but I would prefer the ARC connection    In part because I have been unable to configure the TV remote to control the Beam’s volume. 

    Simon B
    Simon B
    Retired Sonos Staff
    November 21, 2020

    Hi @Tim-stl, thanks for the update and the diagnostic report that you’ve sent. It shows that you are connected via the optical adapter. Does it work that way? Can you try to use again the HDMI Arc cable, and run a diagnostic so we can compare and check the issue when the HDMI Arc is plugged in. 

    Let us know what you have in mind with the advice above.

    The Sonos community is always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Tim-stl
    Lyricist III
    November 21, 2020

    Ok I tried the arc connection with same result. Reference 1726772282. 
     

    And a picture of the cable plugged into the hdmi/arc plug on the tv. 
     

    thanks. 

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