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rmartin7
August 5, 2023
Answered

Sonos Arc, Apple TV 4K and eARC setting on LG OLED C3

I just bought a new Sonos Arc and LG 65OLED65AUA tv.  Everything seems OK but I am having problems with sound from my Apple TV 4K (latest version).  I only get sound when Dolby Atmos content is played, no sound with Dolby 5.1, HD, etc.  I spent and hour with Sonos phone  support yesterday.  We were unable to find a solution.  I tried different settings on the Apple TV and LG tv.  Today I turned off the eARC setting on the LG tv and now all is working.  I think with eARC there is more information transferred with ARC and there might be a slight difference in sound  with Dolby Atmos.  The eARC was turned on automatically when I installed the Sonos Arc on the LG tv.  Just curious why the eARC setting seems to fix the problem.  Thanks.

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GuitarSuperstarAnswer
Lead Maestro
August 6, 2023

Set the TV to these settings:

HDMI Input Audio Format: Bitstream

Digital Sound Output: Pass Through

eARC Support: On
 

Set the Apple TV audio settings to this:

Change Format: Off

Dolby Atmos: On

 

Then do this:

Disconnect everything from the TV and unplug the Arc, Apple TV, and TV from power for a couple of minutes. Plug everything back in but keep everything disconnected. Make sure Simplink is enabled in the TV settings. Run TV Setup in the Sonos app and follow the app instructions. When the app instructs you, connect the Arc to the TV’s HDMI eARC port using the Sonos-supplied HDMI cable. After the Arc has been successfully connected, connect the Apple TV to the TV.

"Receive with simplicity everything that happens to you." - Rashi
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Airgetlam
Airgetlam
August 11, 2023

It’s odd, I use the Apple TV third generation though my Vizio TV to my Arc without any issue whatsoever. 

Bruce
GuitarSuperstar
Lead Maestro
August 12, 2023

@rmartin7 Have you tried disabling the “1-touch play” setting on the Roku Ultra? Or use the Lindy CEC less adapter on the Roku Ultra or the Amino box?

"Receive with simplicity everything that happens to you." - Rashi
rmartin7Author
August 12, 2023

I disabled the 1-touch play.  No effect.

 

I went through the entire setup process as you described earlier.  With only the Apple TV 3rd generation connected everything worked.  I then added the Amino set top box with the CEC less HDMI adapter.  The issue with no sound from non Dolby Atmos media on the Apple TV reappeared.

I am back to using my Apple TV 2nd generation with no problems.  

I will be busy next week.  I haven’t really worked much with Apple support and I haven’t called LG support so that will be my next step.

One thing I would mention.  I tried upgrading the Apple TV 3rd generation to a beta version of TVOS.  That didn’t solve the problem and I had major issues with the upgrade.  I found out after the fact that the Apple TV cannot be downgraded to the public release of TVOS so I ended up getting another Apple TV 3rd generation.  All of the troubleshooting has been done with TVOS 16.6 on the new Apple TV 4K 128 GB with ethernet connection.  So I would not recommend trying beta versions of TVOS.

    Juno8
    Lyricist III
    August 12, 2023

    I have one ATV third generation on 16.6 and one ATV third generation on 17.0 and neither affects the audio issue we are discussing.  I have zero issues with TV usOS 17.  Love it in fact.  

    Apple will allow me to return the ATV third generation, but could not identify the issue with audio and the LG TV. LG customer service is an all out nightmare. I wish you a lot of luck there :)  I’ve been dealing with them since March. My case was escalated to what they call presidential liaison, and that is actually worse than the regular customer service. 

    I truly believe Sonos is the only company in the triad that cares enough to really troubleshoot this issue.

    Juno8
    Lyricist III
    August 12, 2023

    It’s odd, I use the Apple TV third generation though my Vizio TV to my Arc without any issue whatsoever. 

    The difference is the LG vs. Visio. 

    Airgetlam
    Airgetlam
    August 13, 2023

    Ah, so not a Sonos thing, an issue with LG?

    Bruce
    Juno8
    Lyricist III
    August 13, 2023

    Not an LG thing IMHO. I have replaced LG motherboard and power supply thrice now.  it is either Sonos or Apple TV.

      Ken_Griffiths
      Ken_Griffiths
      August 13, 2023

      Not an LG thing IMHO. I have replaced LG motherboard and power supply thrice now.  it is either Sonos or Apple TV.

      If it was either (or both) of those devices that you mention here, then wouldn’t @Airgetlam be having the same issue, regardless of the TV, particularly if the TV is set to audio pass-through?

        Juno8
        Lyricist III
        August 14, 2023

        The ATV can be in conflict with the LG, but not the Vizio.  if I switch out the LG TV 3 times, and the problem doesn’t go away I have to assume the problem is not the LG TV.  

         

        Juno8
        Lyricist III
        August 14, 2023

        I wish I had another Sonos Arc to plug-in. If the problem doesn’t persist with the 2nd Sonos Arc then it can be assumed my existing Sonos Arc is at fault. 

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