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Dianerae
Contributor I
October 23, 2021
Answered

No TV Sound With the Beam Soundbar

My soundbar has quit working when I turn the TV on.  I have rebooted - I have changed the cables but it will not work with the TV.  I have a beam soundbar that works with my music through wifi just fine.  The TV is a TCL 55R617.  I don’t know what else to try.  

 

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DianeraeAnswer
Contributor I
October 28, 2021

After all the good advise I received about the Sonos Soundbar and about the TCL TV, the issue was finally resolved by the TCL support.  After doing a full system reset on the TV which is a pain and didn’t resolve anything, they had me unplug all the devices - satellite and DVD player as well as the Soundbar.  I then plugged just the sound bar back in and tried the CEC setting.  Then plugged the other two devices in and repeated the CEC step.  I did this multiple times and the TV finally understood it!  It has now retained that setting overnight.   My advise to anyone else having these issues - it is the CEC devise settings on the TV that needs to be reset.  Thank all for the helpful advise.

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DianeraeAuthor
Contributor I
October 25, 2021

Thank  you!  

    AjTrek1
    AjTrek1
    October 25, 2021

    When you run the Diagnostic (by clicking the link) a reference ID# will appear at the completion. Make note of it and copy it  into your post. You can also call Sonos Tech support for a quicker response vs waiting for a community moderator to discover it. 
     

    Note: Looks like @Airgetlam answered your question. 😊

    Together Everyone Achieves More = T.E.A.M.
      DianeraeAuthor
      Contributor I
      October 25, 2021

      I have attached a brand new cable and still have the problem. I sent two diagnostic reports - the first one 1436358801 - has the sound working after I have added the device to the settings on the TV.  The second is after I turned the TV off and have no sound running through the sound bar - 1435767679.  

      Corry P
      Corry P
      Sonos Staff
      October 26, 2021

      Hi @Dianerae 

      Welcome to the Sonos Community!

      Thanks for the diagnostics - they report the HDMI Broadcast being blocked, so there’s clearly something weird going on here. The only troubleshooting steps we have for this error is to isolate (disconnect) other devices. As you have no other devices connected to your TV, I can only presume that the TV has an issue.

      Given all the excellent advice you’ve already followed, I can only recommend you test the Beam on another TV - if it behaves the same way, I recommend you then get in touch with our technical support team. If it behaves normally, we’ve pretty much proven that the TV is at fault. In this case, I would recommend you contact TCL.

      Until you find a solution, how do the Beam and TV behave together if you use the supplied optical adaptor? I would presume without issue, though you would need to program your remote. If it’s a first-generation Beam, you won’t lose out on any sound quality.

      I hope this helps.

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        DianeraeAuthorAnswer
        Contributor I
        October 28, 2021

        After all the good advise I received about the Sonos Soundbar and about the TCL TV, the issue was finally resolved by the TCL support.  After doing a full system reset on the TV which is a pain and didn’t resolve anything, they had me unplug all the devices - satellite and DVD player as well as the Soundbar.  I then plugged just the sound bar back in and tried the CEC setting.  Then plugged the other two devices in and repeated the CEC step.  I did this multiple times and the TV finally understood it!  It has now retained that setting overnight.   My advise to anyone else having these issues - it is the CEC devise settings on the TV that needs to be reset.  Thank all for the helpful advise.

          Corry P
          Corry P
          Sonos Staff
          October 29, 2021

          Hi @Dianerae 

          Thank for updating this thread with your resolution!

          I’m glad to hear you’ve got it working again!

          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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