Puck issues with Sonos Arc Soundbar

[hotshotec]

I have found a workaround (of sorts).

I turned off HDMI control and just made sure that i turned my TV on first and THEN the puck. All working ok now if i do it this way.

[gogomilo77]

I think I may have found another workaround.  You need to stream a channel on the Puck and leave running, then switch inputs to your other device.  You should then be able to continue outputting the sound through arc and the soundbar.  I have done multiple tests with this method and all worked for 2 hours+.  If during the test I put the Puck in to standby, then 5 minutes after the sound would switch to the internal TV speakers until I started streaming a channel again.

[Mark842703]

Still having this issue, so frustrating! This never used to happen with my SKY Q setup, the only thing that changed in my setup was switching from Q to a glass puck. Has anybody else reported to SKY I hope it's something they can fix in firmware

[K19rks]

I'm still having the issue and non of the fixes are really fixes, spoken to Sky and they can't fix it, or seem to really care the at much, frankly I wish I could go back to Sky Q, I absolutely loathe the puck and also the whole setup/look and feel of sky glass, 

The only fix I have that actually works... remove the HDMI cable from the back of the puck, but that's just ridiculous to have to do that all the time, and then actually I've no idea if yhe skk ok now works when I re connect and use Sky, but for using streaming services through my TV or the PS5 it does

[Mr+Flibbles+86]

Hi there Mark842703, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 
 

[Mark842703]

Thanks I will look forward to hearing further from somebody, hopefully I can help to identify this issue and get it fixed!

[Lisa-P1987]

Update – We are still looking to help you Mark842703. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

[Mark842703]

Sorry I'm confused I was expecting a DM or email but have not seen either?

[Mr+Flibbles+86]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 
 

[Mr+Flibbles+86]

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[Mark842703]

How do I see what the reply in the chat was if it has been closed?

[Greenfingers001]

Hi there, I will re-escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 

[SimonWendover]

@Mark842703 I have exactly the same issue. Got Glass and two pucks on Monday. 

Worked without issue with SkyQ, since I've swapped, the LG OLED TV, Sonos ARC, Apple TV 4K device etc all lose volume/power control when Puck is connected. 

unplugged HDMI cable from Puck, reset TV, Sonos etc and all working. 

as soon as Puck reconnected, same issue. 

doesn't make sense that I need to leave Puck disconnected until I want to watch something on Sky 

[Tom-W19]

Hi SimonWendover

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[SimonWendover]

Thanks @Tom-W19 , appreciated.