ARC stopped working after 6 weeks

[Pincroftwizard]

I purchased the latest 2019 Sony TV KD -49XG9005, also Denon AVR-4500H, all set up by shop recommended installer.  Worked perfectly for six weeks but then lost surround sound on Netflix. Installer said that Internet search confirms Sony’s ARC is unstable. Overcame problem by using optical cable but switching between Netflix and Sky means pressing numerous keys.   Before optical cable set up, just pressed one key for switching. Installer says lots of his customers have bought URC remote controls which can only be programmed by specialist and cost over £400.  If my set up worked for six weeks the connections must be good, so is this a Sony ARC problem?

[LightFoot]

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@Pincroftwizard wrote:

I purchased the latest 2019 Sony TV KD -49XG9005, also Denon AVR-4500H, all set up by shop recommended installer.  Worked perfectly for six weeks but then lost surround sound on Netflix. Installer said that Internet search confirms Sony’s ARC is unstable. Overcame problem by using optical cable but switching between Netflix and Sky means pressing numerous keys.   Before optical cable set up, just pressed one key for switching. Installer says lots of his customers have bought URC remote controls which can only be programmed by specialist and cost over £400.  If my set up worked for six weeks the connections must be good, so is this a Sony ARC problem?

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Hi @Pincroftwizard 

Have you checked that you are on the latest firmware release? If the TV is only 6 months old then your first point of contact should be your Retailer. Failing that Sony UK Support .

I would avoid the now outdated Optical cable that doesn’t carry the latest audio formats.

Note I have used Harmony Remotes (current Elite) for several years that control all my audio visual equipment. It even controls my Dyson Fan. Easy to set up and use and integrates with Alexa. “Aleka, turn on BBC 1” turns on my KD-55XE9305 and sets its input to HDMI3 (ARC), turns on my HT-ZF9 soundbar and sets its input to HDMI1 and turns on my Sky Q box and selects channel BBC 1 HD.

https://www.sony.co.uk/electronics/support/lcd-tvs-android-xg90xx_x90xxg-series/kd-49xg9005/download...

[Pincroftwizard]

Thanks for suggestions.  My Tv has only been installed for a couple of months and has been set to Firmware automatic update.  Installer and Retailer say that they also have problem with unreliability of ARC.  Retailer is probably the most professional in Kent.

I am sure you are right that purchasing specialist remote controls will work but should not have to spend a few hundred pounds to put right something that should work as part of the original Sony spec.

Have taken your advice today and contacted Sony support.  Thanks again

[LightFoot]

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@Pincroftwizard wrote:

Thanks for suggestions.  My Tv has only been installed for a couple of months and has been set to Firmware automatic update.  Installer and Retailer say that they also have problem with unreliability of ARC.  Retailer is probably the most professional in Kent.

I am sure you are right that purchasing specialist remote controls will work but should not have to spend a few hundred pounds to put right something that should work as part of the original Sony spec.

Have taken your advice today and contacted Sony support.  Thanks again

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Hi @Pincroftwizard 

You should note that the issue with the ARC connection was fixed in release v6.6510. The latest release (link shown above) is v6.6520. Please check your firmware level by pressing HELP. The software version should read something like PKG6.6520.xxxxxxx.

[berno123]

ARC is still broken for me with my SONY KD-43XD8088 on Firmware v6.6520and Marantz NR1607  AV Receiver with the latest firmware.

I have to constantly power off and on my AV Receiver to get it to connect.

[Pincroftwizard]

Hi everyone that replied to my problem of no surround sound when using ARC.  As suggested by some users here that the latest firmware 6.6520 must be installed. Sony said that it had not been rolled out yet to all TV's so go online and  download to a USB flash drive.    After faffing around I got the download onto a USB and got the firmware updated.

Then followed Sony's Support's advice after update was :

6-Set the HDMI signal format to Enhanced:

https://helpguide.sony.net/tv/gaep1/v1/en/04-09_02.html

7-Clear Cached Data & Reboot the television:

Home - Settings - Storage & Reset - Internal Storage - Cached Data - Select Yes to clear it.

8-Press on the green power button for more than 5 seconds until a message appears on the screen " Powering Off " or " Shutting Down".

9-Perform a factory reset.

Professional installer followed instructions but initially did not work until factory reset.  So latter point crucial. 

Now all back to normal and ARC working again - so far,  fingers crossed.   In summary install 6.6520 and follow with a factory reset.

[berno123]

I followed all the above instructions, however ARC is still not working. The latest update broke it for me. ARC was working perfectly before this update and now it’s broken.

[Pincroftwizard]

Hi Berno123

Sorry to hear that the instructions given to me did not work for you.  The instructions that I posted applied to advice after 6.6520 was installed.   Out of interest the bit before was as follows:

1-Remove all external devices.

2-Unplug TV from mains and plug it back in after 2 minutes.

3-Ensure that the TV is running on 6.6520 software version, by checking:

Home - Help and you will see the software version at the top right of your screen.

If your TV is not running on the above software version, please visit the below link for the latest update:

https://www.sony.co.uk/electronics/support/lcd-tvs-android-xg90xx_x90xxg-series/kd-49xg9005/download...

4-Connect your AV receiver to your TV using a different cable.

5-We recommend connecting Audio devices HDMI ARC port.

6-Set the HDMI signal format to Enhanced:

https://helpguide.sony.net/tv/gaep1/v1/en/04-09_02.html

I am assuming that you still have connection through HDMI and not optical cable.  Mine was temporary on optical but installer switched it over to HDMI when ARC was sorted.  You probably know that in the Help menu there are all sorts of diagnostic and troubleshooting tools. But best bet is to send an email to Sony Support,

I got back two pages of instructions and questions that  got my ARC back to normal.  Good luck

[berno123 · Accepted solution]

@Pincroftwizard wrote:

Hi Berno123

Sorry to hear that the instructions given to me did not work for you.  The instructions that I posted applied to advice after 6.6520 was installed.   Out of interest the bit before was as follows:

1-Remove all external devices.

2-Unplug TV from mains and plug it back in after 2 minutes.

3-Ensure that the TV is running on 6.6520 software version, by checking:

Home - Help and you will see the software version at the top right of your screen.

If your TV is not running on the above software version, please visit the below link for the latest update:

https://www.sony.co.uk/electronics/support/lcd-tvs-android-xg90xx_x90xxg-series/kd-49xg9005/download...

4-Connect your AV receiver to your TV using a different cable.

5-We recommend connecting Audio devices HDMI ARC port.

6-Set the HDMI signal format to Enhanced:

https://helpguide.sony.net/tv/gaep1/v1/en/04-09_02.html

I am assuming that you still have connection through HDMI and not optical cable.  Mine was temporary on optical but installer switched it over to HDMI when ARC was sorted.  You probably know that in the Help menu there are all sorts of diagnostic and troubleshooting tools. But best bet is to send an email to Sony Support,

I got back two pages of instructions and questions that  got my ARC back to normal.  Good luck

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Hi Pincroftwizard,

Thank you for your helpful advice and Good luck wishes.

Regards

Berno123