Any other devices with a TOS output you could plug into instead of thr TV, maybe a CD player?
Since the TV uses optical to communicate via the replaced cable, I’d check a couple of things. First, many cables come with little rubber/plastic end caps over the end of the cable. Since it is smaller than the full connection, only covering the ‘nub’ of the inside optical part, it’s easier than average to miss.
The other thing I’d check is if the TV is actually sending a signal. There are several things to look at, from the audio settings (you haven’t told us which Sony, so we have to give you generic advice). It’s easy for QA to miss whether or not the update to the TV’s OS changes this setting. It’s certainly happened to me before, although with a Vizio, back when I owned a PLAYBAR. It might be worth the audio settings are set to be at a maximum of Dolby Digital, as the PLAYBAR can’t process Dolby Digital Plus or Atmos.
I’d also double check that the optical output is truly working, by unplugging the end that is in the Sonos, and make sure that there is a red light coming out of it while the TV is on.. As long as it is, it is working, you can plug it back in.
If none of this helps, whether you’re using S1 or S2, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.
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.
Thank you for your responses. I can confirm:
- Toslink optical cable emits red light when connected to TV.
- Plastic end bits are removed from optical toslink.
- Sony TV model is: Bravia 4K VH21
- Yes I have read about Dolby Digital audio setting being the max the playbar can play. The setting is set to Dolby Digital.
- TV sound setting is set to audio device not TV speakers.
So, It sounds like I need to submit a system diagnostic. Can I do this even though there is not audio at all?
Yes, certainly. As long as the app ‘runs’, and you have internet connection, which allows the app to place the data on the Sonos servers. Then, when you call in, a Sonos rep can access the saved data (which we, unfortunately, don’t have access to) to see what might be going on. Of course, there are limits to the data they probably can see, but I’d think they’d be able to help.
