Sonos Arc & Sky Q (UK)

Question

We have just bought a Sonos Arc that we have connected to our Sony TV via the HDMI Arc port using the cable that came with the Sonos. We have a Sky Q box connected to the TV via another HDMI port. The sound settings on the Sky Q are set to Dolby Digital Plus. We’re impressed with the sound quality.
However, we can’t hear any sound from certain channels, including the YouTube App. We also get no sound from YouTube if we connect to it directly from the TV rather than via Sky Q. I’m presuming this is because those channels that are ‘silent’ are not broadcasting in HD? If we set the Sky Q sound setting to Normal we can’t hear any sound at all through the soundbar on any TV channel.

Any ideas?

Thanks

Corry P · Accepted Answer

Hi ​@Logan HandI can’t see an Audio Output Format with a pass through option.There should be an option in the Sound/Audio settings that relates to the digital audio output format. Often, three of those last four words are used, but strangely enough, it could be just about any threeof the four - it still works, somehow. If there is no Passthrough option, please use Auto.If you select the Arc Ultra room in the Sonos app and tap on the bar at the bottom of the screen to make the Now Playing screen appear, what format does the app say is playing, if any?Do you have another device you can plug into the TV that can play YouTube or any other stereo content, just to test?Edit: Scratch that last part. If a reboot of the Arc Ultra does not help, please get in touch with ourtechnical supportteam.

Corry P · Answer

Hi ​@Logan HandWelcome to the Sonos Community!I’m sorry to hear about this issue you are having with hearing no audio when playing YouTube on your TV. If I understand correctly, you get the same lack of sound whether you play from the Sky Q box’s YouTube app, or the Sony TV’s YouTube app.This is quite peculiar.To be clear, YouTube typically plays in stereo (unless you watch a full movie, which you typically need to pay for) regardless of which app you use, and your Arc soundbarshouldbe playing audio in either case. You have the correct setting on the Sky Q box - Dolby Digital Plus is the right one to use. I’m going to guess that the other channels that have no sound are also in stereo.I recommend checking the same setting on your Sony TV - please ensure the audio output format is set to either Auto or Passthrough.If that does not help, please try unplugging the TV from power for at least 1 minute.And if that has not helped either,I recommend you 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.

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