LG Soundbar losing ARC sync with Sony TV

I bought an LG SN7Y soundbar and have it connected to my Sony XG9505 using ARC. First first week everything was fine, now each time the TV and soundbar have been switched off, when they switched back on there is no ARC connection, the soundbar seems to default to Optical (not connected) I have to go into tv input settings and refresh them to find soundbar and then restart Tv and then it works ok until switched off again. Any ideas?
 

FreddM

Novice Member
I've got the exact same problem with my TV. I contacted LG thinking it was a soundbar issue, they said it wasn't (how would they know?) so I've been back and forth with my TV manufacturer trying to fix it. Now I've seen your post, I'm thinking it's definitely a soundbar issue. I'll try and contact LG again.
 
I've got the exact same problem with my TV. I contacted LG thinking it was a soundbar issue, they said it wasn't (how would they know?) so I've been back and forth with my TV manufacturer trying to fix it. Now I've seen your post, I'm thinking it's definitely a soundbar issue. I'll try and contact LG again.
Any joy? The only temporay fix I found is to restart the tv, it then picks up the arc, but hard to tell if this is a tv problem or soundbar.
 

FreddM

Novice Member
Any joy? The only temporay fix I found is to restart the tv, it then picks up the arc, but hard to tell if this is a tv problem or soundbar.
Here's the story:
I called LG 2 days ago and gave them all the details, they tried to just say it's a TV issue and I need to contact my manufacturer (in my case, Kogan who I had already been going back and forth with for about a week at this point trying to get a fix assuming it was an issue with my TV which after seeing your post, now I'm think it isn't) but I mentioned how I read that you have a Sony TV and have the exact same issue as me with the same temporary fix of completely restarting the TV which is making me think it's a soundbar issue.
I eventually got passed to a "technical specialist" who went through some basic troubleshooting that I had tried plenty of times which included making sure the cables are hooked up correctly, making sure the TV sound setting is set to output through HDMI ARC, making sure it's actually plugged into the HDMI ARC compatible port etc. etc. The rep tried to tell me to just "manually select the ARC setting on the soundbar" which is something that I had to explain to him didn't actually exist since Optical and ARC share the same input setting and it only switches to ARC when it detects it. At one point they even tried to claim that the soundbar is only compatible with LG SIMPLINK, which is wrong for so many reasons... First, it's not even mentioned in the marketing or the instruction manual for the soundbar. Second, SIMPLINK is just LGs fancy name for HDMI CEC (same with BraviaSync on Sony, AnyNet on Samsung etc.) and third there's a special LG TV source input on the soundbar which makes no sense if the soundbar is supposedly only compatible with LG TVs.
Anyway eventually he took down my details and told me someone would get back to me within 48 hours. But yesterday at midday I got a text from LG telling me that they recieved my case and would get back to me in 48 hours, so I guess it's now 48 hours from yesterday?
I'll let you know when I hear back. I'm definitely thinking it's a soundbar issue since we both have completely seperate TVs from seperate companies and are having the exact same issue. You are literally the only person I've been able to find that also has this issue. So either very few people have actually bought this soundbar, or it's a very isolated problem.
Hopefully I hear back soon, and I'll let you know when I do. Maybe if you find some time to call as well and get it escalated enough to where they launch a case and "get back to you within 48 hours" they might take it a little more seriously? But I'll let you know what they say when I hear back.
 

Clem_Dye

Distinguished Member
Don’t hold your breath! I’ve had several cases open with LG where things have been escalated, only for the response to pretty much follow the initial comments. If there is an issue, which seems likely, LG is either too big to be bothered, or it just doesn’t care. Fingers crossed that I’m wrong in this occasion.
 

FreddM

Novice Member
I got no response from LG after a week. Called them back today and told them I was supposed to get a call back. They referred me to a service center in Melbourne which I'll have to take my soundbar to at some point.
 

outoftheknow

Moderator
a service center in Melbourne which I'll have to take my soundbar to at some point
Does the current lockdown there allow that? Sounds pretty unhelpful..... have you tried the seller first? Don’t accept the BS most give you about the manufacturer warranty meaning you need to contact the manufacturer.
 

FreddM

Novice Member
I lived close enough to the service center so it was ok for me to go. I've just dropped it off and they said they'd call me when they've had a look at me. They gave me some sh*t about having a budget TV and how that was probably causing the issues, once again I told them I knew of someone with a Sony set with the exact same problem and they said "yeah well you can't say [its a budget TV] with a Sony" which made me think "exactly, that's why I think it's a soundbar issue" but I didn't want to piss them off or anything. Despite being budget, my TV comes from a reputable brand and fully supports ARC. Hell, even my LG Blu-ray player's CEC works with the TV while the soundbar doesn't. But I guess LG goons are gonna dismiss anything with a somewhat budget price ahaha.
Anyway fingers crossed they come up with something. Otherwise I might as well just return to Harvey Norman and get a different soundbar.
 

outoftheknow

Moderator
I lived close enough to the service center so it was ok for me to go. I've just dropped it off and they said they'd call me when they've had a look at me. They gave me some sh*t about having a budget TV and how that was probably causing the issues, once again I told them I knew of someone with a Sony set with the exact same problem and they said "yeah well you can't say [its a budget TV] with a Sony" which made me think "exactly, that's why I think it's a soundbar issue" but I didn't want to piss them off or anything. Despite being budget, my TV comes from a reputable brand and fully supports ARC. Hell, even my LG Blu-ray player's CEC works with the TV while the soundbar doesn't. But I guess LG goons are gonna dismiss anything with a somewhat budget price ahaha.
Anyway fingers crossed they come up with something. Otherwise I might as well just return to Harvey Norman and get a different soundbar.
If they make something where a feature to an international standard doesn’t work as it should, the price of the things hardly relevant :rolleyes:

good luck - I suspect you will back to HN In a week or so :rotfl:
 

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