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My issue started happening about 5 or so days ago and after extensive troubleshooting, I now believe the problem came with a Sonos app update around that time.

My setup:

- Sonos Arc (soon to be Ultra) and 2 One SL surround speakers
- LG OLED65G1PUA TV
- Comcast services, including quantity 2 XR15 remote controls (both paired to the TV)

My problem:

If I hit Mute on the Comcast remote, I continue to get sound and the Mute icon on the TV is not displayed.  I should be getting no sound and a displayed Mute icon.
If I hit Mute again, I get no sound and the Mute icon on the TV is constantly displayed (it doesn’t time out and go away).

This, of course, is the opposite of the action that should happen.

I have had the same setup (listed above) for about 2 years and it has always worked the way it should. This odd reverse action only started several days ago and I’ve been told there was a software update around that time.

If a Sonos rep reads these posts, can you respond to let the Community know it is a known issue and being worked on?  I have spent many hours trying to troubleshoot this issue, including swapping the Comcast box, remote controls, power cycling all the hardware in the loop and spending a lot of time on the phone with Comcast Tech Support.
 

Hello @ArcSter, welcome to the Sonos Community!

I am sorry to hear about your experience with your Sonos Arc being controlled by Comcast remotes not working properly.

Something important to notice here is that there was no change on our behalf on any of our recent updates about TV remote control for Sonos.

From my experience with my LG TV and Sonos Arc, the Mute Icon does not time out and go away and I believe this to be the expected behaviour, but I do not have to press the Mute button twice.

First thing I would suggest you to do is a hard reboot of your TV and by hard reboot I mean unplug the power cable of your TV → wait a couple minutes → plug back in.

Then Submit Diagnostics within 10 minutes of reproducing the issue and contact our Support team for some live troubleshooting.

They have tools at their disposal to provide you with advice and information about your system and what it reports.

I hope this helps.

Thanks for your reply.

I had already powered down/up the TV with the same results.

I can’t figure out how to generate a diagnostics list to send you.  There is nothing in the Settings of the LG to allow for this.

If you know how, please let me know. 

​@Sotiris C. is asking for diagnostics from your Sonos device. Click on the links (the underlined words in his post) to see how to submit them.

Make sure ‘powering down/up’ the TV set means unplugging it from the wall for two minutes, not merely using the remote, which only turns off the display portion, but doesn’t actually turn off the rest of the TV (so that the remote still works!)

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