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Losing all sound when changing hdmi source

  • April 25, 2025
  • 8 replies
  • 99 views
N

Hi, my system comprises a Panasonic 55” 4k tv, Sky Q 2TB, Sonos sound system (Beam , Sub and 2 Play 1 as rear speakers), I also have a QNAP NAS that is linked to my Nvidia Shield Pro and have a major issue changing between Hdmi 1 (SkyQ) and Hdmi 3 (Nvidia Shield) as all my sound disappears and the only way I can get the sound back is to switch everything off at the wall and then turn it back on again, there must be an easier way to do this but have tried so many ‘solutions’ that I am doing my head in.

Cheers 

Best answer by Airgetlam

I’m assuming that your Sonos system is connected to the ARC HDMI port on your Panasonic? If so, it seems as though the Panasonic is having trouble passing the appropriate signal to your ARC port. The first thing I’d do is check the Panasonic for software updates to the OS. Then I’d try a reset of the TV set itself, by unplugging it from the wall for two minutes, then plugging it back in.

If neither of those works, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, 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.

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8 replies

Pools-3015
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  • Pools-3015
  • Prodigy I
  • 1274 replies
  • April 25, 2025

Many users have posted issues with Sky Q audio problems in this community. A quick search would have shown many results:

https://en.community.sonos.com/search?q=sky%20q

But have a look at this post, which MAY be a solution for you:

If nothing here solves your issue, you can also reach out to Sky Q support for help.

Airgetlam
  • Airgetlam
  • 44834 replies
  • Answer
  • April 25, 2025

I’m assuming that your Sonos system is connected to the ARC HDMI port on your Panasonic? If so, it seems as though the Panasonic is having trouble passing the appropriate signal to your ARC port. The first thing I’d do is check the Panasonic for software updates to the OS. Then I’d try a reset of the TV set itself, by unplugging it from the wall for two minutes, then plugging it back in.

If neither of those works, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, 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.

Bruce
N
  • Ninja53
  • Author
  • Contributor I
  • 3 replies
  • April 25, 2025

Thanks for the suggestions, I have tried just switching off the tv but not checked for system update on it, I have done all the others but somehow forgot about the tv!! Will check it out when I get home

Cheers

Airgetlam
  • Airgetlam
  • 44834 replies
  • April 25, 2025

Panasonics seem to frequently come up in this forum as having poor audio / CEC implementations. I hope a fix is out there for you. 

Bruce
N
  • Ninja53
  • Author
  • Contributor I
  • 3 replies
  • April 26, 2025

Got home late last night but upgraded tv software and unplugged it but no joy either way, thanks for taking the time to suggest something, My TV has 4 hdmi ports 

hdmi 1 - SkyQ hox

hdmi 2 - Arc port for Sonos beam

hdmi 3 - Nvidia Shield which connects to the NAS with a very short high speed usb cable

 

Any more suggestions gratefully received

 

Cheers

Airgetlam
  • Airgetlam
  • 44834 replies
  • April 26, 2025

What did support say, when you contacted them?

Bruce
N
  • Ninja53
  • Author
  • Contributor I
  • 3 replies
  • April 26, 2025

I cannot be sure what is causing the issue as if I switch them off individually nothing solves the problem but if I switch everything off then I can get the sound back for either hdmi 1 or 3 but it then fails again when I  try the other option. Confused (you will be)

buzz
  • buzz
  • 24658 replies
  • April 27, 2025

As a test reboot the TV and ARC with all HDMI cables disconnected from thaie TV. Check specifically how to reboot the TV. Next, power up the TV and ARC, connect only that HDMI and give them a couple minutes to share details. The two components should behave themselves as the TV is powered OFF and ON. As a test, connect one of the other HDMI’s and test. Next, disconnect this device and connect the other. At this point you should be able to identify the bad actor. It’s also possible that the above TV reboot and reconnect fixed the issue. If you identify a certain device as the bad actor, install a CEC blocker in that HDMI connection.

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