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Hi everyone,

I’m hoping someone here can help me troubleshoot an issue with my Sonos Beam. Overnight, it stopped working properly with my LG Web OS TV.

Here’s what’s happening:

  • The Beam is connected via HDMI eARC, but it no longer auto-plays sound when the TV is on (even though auto-play is enabled in the Sonos app). I can only get sound if I manually select the TV as the source in the app.
  • Our universal remote, which worked perfectly yesterday, can no longer control the Beam’s volume. I’ve tried reconnecting several IR remotes in the app, but none of them work.

What I’ve tried so far:

  • Resetting the TV and the Beam.
  • Turning both devices off, unplugging them, and disconnecting all cables.
  • Ensuring Simplink (CEC) is activated on the TV.
  • Testing the HDMI eARC cable and another speaker with this TV — they worked fine.
  • Testing the HDMI eARC cable with another TV and speaker — no issues there either.

The TV recognizes the Beam on HDMI port 2, but when I test the connection in the Sonos app, it says "connection failed."

The only thing I haven’t tried is replacing the HDMI eARC cable, though it seems unlikely to be the issue given that the cable works with other setups. I’ve ordered another cable just incase. 

Any advice or suggestions on how to fix this would be greatly appreciated. I’m completely out of ideas!

Thanks in advance for your help!

Hello ​@mpedgjw, welcome to the Sonos Community!

I am sorry to hear you are experiencing issues setting up your Sonos Beam with your LG TV.

You’ve tried quite a few things, most of them I would suggest too. Have you tried to do a network refresh by rebooting all network devices involved too? Start with your Router → Sonos → Controller (Smartphone/tablet)

If you are still getting the “Connection Failed" error message, I would recommend you to Submit Diagnostics within 10 minutes of that happening and then reach out to our Support Team for some live troubleshooting.

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

I hope this helps.

Hi ​@Sotiris C. 

Thanks for the reply and the suggestions. I haven’t tried a full network refresh yet, but I’ll give that a go by rebooting the router, the Sonos Beam, and my controller device in the order you mentioned.

I’ve already submitted diagnostics while I was on live chat with Sonos Support, but unfortunately, they weren’t able to resolve the issue and suggested I call the support center. I’ll hold off on that for now and see if the new HDMI cable fixes things when it arrives.

If that doesn’t work, I’m starting to wonder if the speaker itself might be faulty, which is frustrating since I’ve only had it for six months. Hopefully, that’s not the case, but I’ll keep you posted.

Thanks again for your help!

Cheers.

hello
I hope this message finds you well.

I wanted to follow up and ask if you were able to find a solution to the issue we discussed. I’m facing the same problem, and unfortunately, the resets don't seem to be working for me either.

Looking forward to hearing from you and any advice you may have.

Best regards,

Cruz

Unfortunately not ​@aCruz1 

The replacement cable arrived but that didn't resolve it.

I ended up contacting the retailer that I bought it from as it's still under its guarantee and they are going to replace it.

Further information ​@Sotiris C. ​@aCruz1 

I've received the new speaker and it's still not working, so I'm led to believe it's a problem with the TV.

I've contacted LG and am waiting to hear from their technical team, so will let you know when I get a response.

​@Sotiris C. ​@aCruz1 

I've managed to fix it (although still waiting for a response from LG).

I started quizzing ChatGPT what else I could do and it recommended completely unplugging the TV and Beam power and leaving it unplugged for at least 30 minutes - as it may reset the HDMI ports.

I also turned Simpli-link off before turning the power off (then turned it back on when I powered it up).

I've just plugged it back in, and low and behold, it's started working straight away. 

No idea why that's had an effect but definitely worth a try on you end. I'm hoping it stays working now and hoping that this will resolve the problem in the future.

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