newest update, my tv won’t play

Question

I had to update the app and now my Arc and TV won’t connect, they were working together just fine….how do I fix it? Why is it every time there is an update, it takes hours to fix my system…..what’s up with that Sono’s???

Corry P · Accepted Answer

Hi ​@DebandRomaWelcome to the Sonos Community!Sorry to hear of this issue you are having with not getting any TV audio from your Arc.If you have not already called in, I would recommend that you first ensure you don’t just need to select the TV Input as the source in the Sonos app. If that is not the issue, then I recommend the same as ​@Airgetlam- please get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.I hope this helps.

Airgetlam · Answer

That’s certainly odd. I’ve been running updates every time they have come out, for over 10 years, and haven’t had any disconnects like that.

I would really be tempted to check this (unknown make, model, and connection method) TV for updates for its own firmware, then I’d reboot both the TV and the Arc by unplugging them from the wall for two minutes.

However, if that doesn’t ‘fix’ things, 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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