Sonos Voice Control won’t turn off TV - Samsung S90C

Question

I just bought a Sonos Arc Ultra. Sonos Voice will turn on my Samsung S90C and will adjust the volume fine, but it won’t turn off my tv. I hear the chime that it recognizes the command, but it isn’t being communicated to the TV for some reason.

Alexa has worse issues: it just says “I don’t see a device labeled TV.”

I followed the general troubleshooting instructions:

Plug/unplug
check eArc
check CEC
uninstall Sonos voice and reinstall

Problem is, after the uninstall and unplug, this actually made it worse: at first I could not get Sonos Voice to reinstall, then when it randomly did finally install, neither Sonos nor Alexa would work at all (mic was on, VC light was lit). I updated the network, and that made it so I can at least have VC for turning on, volume, and music.

If anyone has any idea of how to fix this WITHOUT going through the generic troubleshooting steps again, I would love to hear it.

Otherwise, not a major issue, treat this post as a PSA/bug report.

Sotiris C. · Accepted Answer

Hello ​@HTG, welcome to the Sonos Community!I am sorry to hear you are experiencing issues with Sonos Voice Control turning off your TV.I have an LG TV and I am able to turn it off using both SVC from my Sonos Roam and Google Assistant from my Sonos Arc.I brought this internally for investigationand some colleagues were able to reproduce this issue with other brands of TV’s. Diagnostics are showing the command being sent to the TV, yet the TV doesn’t act on it.It seems that it is up to the TV settings or software, or both for it to happen.Alexa has worse issues: itjust says “I don’t see a device labeled TV.”One thing I’ve noticed is that while using SVC, my command is“Hey Sonos, turn off Bar TV", where Bar is the name of my Home Theater Room in the Sonos App.For Google Assistant though, it’s“Hey Google, turn off LG TV" since that’s the name of my TV in the Google Home App. Maybe it’s something similar with Amazon Alexa.You can always reach out to our Support Team, to have them look at the diagnostics after issuing the command and make sure that the Sonos Arc Ultra is sending it to the TV.I hope this helps.

HTG · Answer

@Sotiris C.It absolutely warms my heart in 2024 to hear actual, legitimate engineering of a problem, rather than a stock “have you tried restarting it.” Thanks for the internal legwork!As an update, I’ve been fiddling with the Arc Ultra and the TV quite a bit the last few days, with limited success. In its most recent update, Samsung “simplified” its UI, making it very difficult to fiddle with setttings under the hood. This is unfortunate, because there are definitely still things that are off between the two - for instance, the native Samsung Paramount+ app won’t output Dolby Atmos, but my Xbox Paramount+ app will - and not being able to fiddle with settings makes it tricky to track down which device is causing the problem.But to the minor problem at hand, after trying “Sonos turn off my Arc TV” (Arc is what I named the room) and asking “Sonos what is the name of my TV”to no avail, I tried one final “Sonos turn off TV” …And it worked.😂 To anyone with the same problem: sorry, no instructions for solution at this point.I’ll give support a call here after the holidays, see if they can shed some light on the idiosyncrasies in my system.

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