Remote not working

Question

Incredibly frustrating experience with Sonos! Starting today after no changes were made to any settings my LG magic remote has stopped working to control the Sonos Arc Ultra volume.

Yes, I have read the countless pages of how this happens every so often and required a hard reset with all other devices disconnected from the HDMI. It was perfect before, and has suddenly stopped working. Did the hard reset, it worked, but only until I reconnected my devices via HDMI. Has stopped working again.

While it would be annoying to use two remotes, why doesn’t Sonos include a remote? It would save the enormous headache, or at least delay it to another time.

Poor experience from an otherwise great system.

Airgetlam · Accepted Answer

Sonos relies on the CEC data from the TV to change the volume. You should investigate why this isn’t being communicated properly to the Sonos.

The first thing I’d do is a reset of all the devices, by unplugging each of them from power (the wall) for five minutes. After plugging them back in, I’d then check both the TV and the Sonos for updates, and apply any that are found. I’d then reseat the HDMI cable between the TV and Sonos, to ensure all of the connections are stable.

If the issue continues, I would recommend that you submit a system diagnostic within 10 minutes of reproducing the issue, and call Sonos Support to discuss it. Do not factory reset any units. Also, don’t post the resulting diagnostic number here.

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.

nik9669a · Answer

Incredibly frustrating experience with Sonos! Starting today after no changes were made to any settings my LG magic remote has stopped working to control the Sonos Arc Ultra volume.Isn’t there a possibility that the tv may have received a pushedupdate that has caused the problem? Did you also complain on the tv manufacturer’s forums, or question LGthemselves?

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