Sound Bar Issues have Started

[Ludwig]

I have a Samsung TV and a Samsung Soundbar that have worked well together for years. Recently, however, I started receiving an ARC incompatibility message when turning on the TV, and the soundbar no longer produces audio. The issue temporarily resolves if I power down all devices and restart them, but it reoccurs whenever I turn the TV off and on using the remote.

As a diagnostic test, I unplugged the Telus box, and everything functioned correctly with both Chromecast and regular TV. This makes me suspect that a recent Telus firmware update over the past couple of months might be the cause of the problem. What does Telus think?

[Keith16]

Both of my TVS now have the same problem after working fine. Samsung - LG sound bar and Samsung- Sonos sound bar. I can get sound bars to work on streaming channels after disconnecting Telus boxes. I don't have a fix yet. I’ve had a few problems with Telus and ready to make the switch away. 

[Ludwig]

I just tried to play Spotify through my TV using Chromecast, but the sound came through the TV speakers instead of the soundbar. After unplugging the Telus TV box, the soundbar activated. It would be great if this issue could get some attention. It seems the solution would be for Telus to either roll back their firmware update or provide a fix. Maybe this is the excuse I need to drop TV service altogether and switch to internet-only.

[SuperFred]

Hello @Ludwig , were you able to contact the TELUS support team in regards to this issue? If it's related to a firmware update I'm sure other customers will have reported a similar issue.

[Ludwig]

I replaced the Telus box with a Google TV streamer. Everything is fine again.

[Jenz18]

Do you have the new android boxes? If so, I just posted the fix (that we figured out) here the other day (subject was Sonos arc soundbar). Hope this helps! 

[Ludwig]

Many thanks and well done! However, the Telus box is now totally redundant now that I have the Google TV streamer box. It does Telus and a whole lot more.