Sonos Beam and LG OLED C7

Forums › Home Theatre (including HTPC and EPG Collector) › Sonos Beam and LG OLED C7 - HDMI ARC

Tockly

346 posts

Ultimate Geek

#261991 28-Dec-2019 11:16

Hi all,

I managed to convince the boss lady that we should get a Sonos system for the Living Room, so off to Noel Leeming we trotted and came home with a Beam, Sub and two 1's for the full experience. The unpacking was a complete joy as everything was so nicely packaged.

However for the life of me I can't get the Beam to connect to my LG 65inch C7 OLED using HDMI ARC. I followed the instructions and turned on the right Sound settings on the TV, but when I test the connection I get a "Not Connected" message and get no audio from the Beam. It seems there is some form of communication happening as the appon my phone gives me the instructions for setting up an LG TV, so guess it knows what's at the other end. But no matter what I try i doesn't want to connect.

I have tried multiple different HDMI cables, making sure they were "High speed with Ethernet" ones. But still nothing! I finally got it going using the optical adapter from the optical out port on the TV. But this means I get use the one remote (a BIG selling point) and the TV won't turn on/off with Alexa.

Any suggestions?

Heading out to NL again today so I'll buy a new HDMI cable just to make sure it's not that.

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346 posts

Ultimate Geek

#2382103 28-Dec-2019 11:45

This is what I see in the app when trying to set things up...

eracode

Smpl Mnmlst
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#2382107 28-Dec-2019 12:21

We have a totally identical setup - same speakers - except our TV is a C8 (i.e. 2018). Our TV is one year newer than yours but I would expect the set-up to be very similar if not identical. Ours works perfectly but I do recall having a similar initial issue with the Beam when we bought it in August last year. I can’t remember exactly what it was - which sorry isn’t a fat lot of use to you - but I got it sorted by searching and finding a solution/comment already existing on the Sonos community site. It was a settings thing.

https://en.community.sonos.com

One thing I would try is disabling the LG Simplink (HDMI-CEC) setting under the ‘General’ tab in your TV settings. Try it with it off and with it back on.

Silly question but have you got ‘Sound Out’ set to HDMI ARC? Looks like Optical setting in your screenshot above.

If you haven’t resolved it by Monday, the Sonos 0800 helpdesk is excellent. They’re based in Australia and keep Oz hours - open 10 am which is midday here - weekdays. They have gone the extra mile me for on a couple of other occasions in the past. I didn’t need them to assist with finding a fix for the initial Beam problem because I found it myself.

Sometimes I just sit and think. Other times I just sit.

eracode

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#2382126 28-Dec-2019 12:31

Found this:

https://en.community.sonos.com/home-theater-228993/lg-tv-not-playing-through-beam-6812971

If you search the Sonos Community for ‘Beam’ and ‘LG TV’ there’s quite a lot of stuff on there.

Have you got all the speakers working correctly with Sonos app but with inputting the TV - i.e. with music, Spotify or whatever? When it’s all working correctly, the speakers will automatically change between music and TV depending on which type of input has been selected - there’s a setting in the app for ‘auto TV changeover’.

Sometimes I just sit and think. Other times I just sit.

Tockly

346 posts

Ultimate Geek

#2382134 28-Dec-2019 12:47

eracode:

Found this:

https://en.community.sonos.com/home-theater-228993/lg-tv-not-playing-through-beam-6812971

If you search the Sonos Community for ‘Beam’ and ‘LG TV’ there’s quite a lot of stuff on there.

Have you got all the speakers working correctly with Sonos app but with inputting the TV - i.e. with music, Spotify or whatever? When it’s all working correctly, the speakers will automatically change between music and TV depending on which type of input has been selected - there’s a setting in the app for ‘auto TV changeover’.

I have been chatting via Twitter to Sonos Support and they are awesome and very helpful. However we still haven't been able to get it going. I sent them a Diag report and they can see that it's connecting but ARC isn't kicking in for some reason.

Almost tempted to take up my wife's suggestion of going and buying a new TV!! How often do you get permission for that kind of thing lol. NL Have the C9 very cheap at the moment!

eracode

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#2382139 28-Dec-2019 12:52

Tockly:

eracode:

Found this:

https://en.community.sonos.com/home-theater-228993/lg-tv-not-playing-through-beam-6812971

If you search the Sonos Community for ‘Beam’ and ‘LG TV’ there’s quite a lot of stuff on there.

Have you got all the speakers working correctly with Sonos app but without inputting the TV - i.e. with music, Spotify or whatever? When it’s all working correctly, the speakers will automatically change between music and TV depending on which type of input has been selected - there’s a setting in the app for ‘auto TV changeover’.

I have been chatting via Twitter to Sonos Support and they are awesome and very helpful. However we still haven't been able to get it going. I sent them a Diag report and they can see that it's connecting but ARC isn't kicking in for some reason.

Almost tempted to take up my wife's suggestion of going and buying a new TV!! How often do you get permission for that kind of thing lol. NL Have the C9 very cheap at the moment!

C9 is very cool. We have one in another room - with its own set of Sonos gear - slightly different range of speakers - Playbar, Sub, Play:3’s.

Sometimes I just sit and think. Other times I just sit.

eracode

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#2382147 28-Dec-2019 13:00

Just remembered I had a very similar issue to yours with Beam and a cheapish but new Panasonic LCD TV a few months ago. I was helping friends by installing the Beam for them.

Have you got a Sky STB connected to the TV by any chance? If so, check STB’s audio out settings.

Another thing that helped - completely turn off the TV - remove plug from wall and leave for few minutes - then re-power it with the HDMI connected.

Sometimes I just sit and think. Other times I just sit.

Tockly

346 posts

Ultimate Geek

#2382150 28-Dec-2019 13:04

eracode:

Just remembered I had a very similar issue to yours with Beam and a cheapish but new Panasonic LCD TV a few months ago. I was helping friends by installing the Beam for them.

Have you got a Sky STB connected to the TV by any chance? If so, check STB’s audio out settings.

Another thing that helped - completely turn off the TV - remove plug from wall and leave for few minutes - then re-power it with the HDMI connected.

I've unplugged everything from the TV bar the Beam and have even done a factory reset on it to see if that helps. All without luck. I did read that some of the later firmware for the C7 is a little dodgy which may not be helping.

I also unplugged it from the power overnight and still nothing. Going to go and get another HDMI cable and see if that helps.

Starting to get somewhat despondent.

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eracode

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#2382152 28-Dec-2019 13:05

eracode:

Found this:

https://en.community.sonos.com/home-theater-228993/lg-tv-not-playing-through-beam-6812971

If you search the Sonos Community for ‘Beam’ and ‘LG TV’ there’s quite a lot of stuff on there.

Have you got all the speakers working correctly with Sonos app but with inputting the TV - i.e. with music, Spotify or whatever? When it’s all working correctly, the speakers will automatically change between music and TV depending on which type of input has been selected - there’s a setting in the app for ‘auto TV changeover’.

Sorry - typo above - meant to say “... without inputting the TV ...”

Sometimes I just sit and think. Other times I just sit.

Tockly

346 posts

Ultimate Geek

#2382162 28-Dec-2019 13:44

Just tried again with a brand new HDMI cable and still nothing.

Just to confirm on the C9 the HDMI/ARC port is the middle one on the side?

eracode

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#2382169 28-Dec-2019 14:10

Tockly:

Just tried again with a brand new HDMI cable and still nothing.

Just to confirm on the C9 the HDMI/ARC port is the middle one on the side?

Yep - same as C7 - should be labelled HDMI 2 (ARC). Middle HDMI socket but there’s a USB socket there too so don’t count from that by mistake.

Sometimes I just sit and think. Other times I just sit.

Tockly

346 posts

Ultimate Geek

#2382170 28-Dec-2019 14:13

eracode:

Tockly:

Just tried again with a brand new HDMI cable and still nothing.

Just to confirm on the C9 the HDMI/ARC port is the middle one on the side?

Yep - should be labelled HDMI 2 (ARC). Middle HDMI socket but there’s a USB socket there too so don’t count from that by mistake.

Cool just making sure I have the correct port.

Just chatting with LG as well. Everything seems to point to a fault with the TV.

eracode

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#2382247 28-Dec-2019 16:34

After only two years, CGA is still your friend.

... aha! Maybe get a credit for the C7 and put it towards the C9.

Sometimes I just sit and think. Other times I just sit.

Dunnersfella

4086 posts

Uber Geek

#2382261 28-Dec-2019 18:04

The first way to see what is at fault, the LG or the Sonos, is to test the TV's HDMI CEC / ARC functionality with another sound bar. If that works, then all issues would appear to be with Sonos, if it doesn't, then it would sit with LG.

Before attempting a CGA claim on a TV, you'd want to be sure of this... I wouldn't want my TV shipped anywhere and potentially damaged if the issue sits with the new sound bar.

Tockly

346 posts

Ultimate Geek

#2382267 28-Dec-2019 18:27

Dunnersfella:

The first way to see what is at fault, the LG or the Sonos, is to test the TV's HDMI CEC / ARC functionality with another sound bar. If that works, then all issues would appear to be with Sonos, if it doesn't, then it would sit with LG.

Before attempting a CGA claim on a TV, you'd want to be sure of this... I wouldn't want my TV shipped anywhere and potentially damaged if the issue sits with the new sound bar.

I'm working with both Sonos and LG to see where the issue is. Not shipping it anywhere before I know what isn't working. But at the moment seems to be the LG.

The soundbar is working fine when plugged into the Optical Out (with the supplied adapter) and it's working fine with Spotify etc, so don't think it's the cause.

However luck would have it I never tossed out the original box for the LG!!

Tockly

346 posts

Ultimate Geek

#2382409 29-Dec-2019 11:56

Ok seems it's not the TV but appears to be an issue with the Beam itself. Just tried it on my sons TV which shocked me in having an ARC port on it (Thought it would be to old) and the Beam exhibits the same symptoms on it as it does on my LG.

It identifies the TV (In this case a Panasonic), everything is turned on (Viera Link) and then when trying to connect it fails exactly the same way as it did on the LG. Guess it'll either be a phone call to Sonos tomorrow or I might even return it to Noel Leeming today and see what they say!!

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