Puck issues with Sonos Arc Soundbar

[Mark842703]

The response I got from SKY was they are aware of this issue and the software engineers are working on a fix. However not timeframe could be given as to when this fix might be implemented. Given I've had this issue since November 21 I can only hope the fix isn't too far away! 

[James+Daniels]

Fingers crossed - we had glass plus pucks delivered this week

Puck in garage/gym to tv w/soundbar on BT - no probs 

Puck in living room with Amp to TV via HDMI eARC - no problems

Puck in bedroom with soundbar to TV via.HDMI ARC - no sound  only via TV speakers 

Gonna have to get an optical cable for the short term until Sky fix this  as the speakers on our bedroom TV are awful....

[Lisa-P1987]

Update - Spoken to SimonWendover, we are aware of an issue with the Pucks and some soundbars. This i being investigated and a fix implemented asap. 

[Mark842703]

@Lisa-P1987 whilst it's great your now looking into this issue I first reported this back in January, and have been suffering from this problem since I first got glass in November 21. I can honestly say it's ruined my enjoyment and has me considering returning glass altogether! You say a fix is being implemented asap are we talking days, weeks or months? 

[Gaz6413]

Same issue.

Sky Puck, HDMI into LG OLED TV with HDMI ARC to LG soundbar. Works fine if watching sky, but the minute I change the TV to PS5 or Nintendo Switch HDMI, lose ARC until I unplug the HDMI from the back of the Puck.

So frustrating....

[Mark842703]

@Gaz6413 if you haven't already please contact the sky glass support team. Hopefully the more people that report it the more priority sky will place on the issue.

[ADSN]

Having the same issue. Spoke to Sky technical team. Being "worked on" but no timescale for resolution 

[Mark842703]

Followed up with SKY today to see if they're any further in providing a resolution/fix for this issue or at the very least a rough timescale as to when they expect to be able fix it.

Advice currently is to connect my puck directly to the HDMI input on my SONOS soundbar, I tried to explain how this wouldn't work but I don't think the advisor really understood what I was trying to say despite my best efforts. It's unfortunate that the advisors who are supposed to support these products don't really have a clue how they work!

I explained how eARC is designed in such a way that all external devices connect to the TV (puck included) and then the eARC HDMI port passes sound from the TV's inputs to the soundbar...

If I were to do as SKY suggested I may get sound but there wouldn't be any picture! 

[ADSN]

Restarted tv and Arc and, amazingly, all seems to be working for me! Just hope it lasts!!

[gogomilo77]

Have you seen if the firmware has been updated?  If so, what version are you running?

[VenatorMeam]

Just taking the opportunity to report this issue is still very much present with Samsung soundbars. 

Completely screws with any device running earc. 

When I've spoken to sky support myself they basically had no idea what I was describing. 

Would be nice to get an update on the status of a patch to fix this? 

[tarbat · Accepted solution]

As a workaround, you might want to try using a Lindy HDMI CEC Less Adapter between the puck and the TV to block the errant CEC packets being sent from the puck.

[gogomilo77]

Thanks for the heads up.  Just ordered, will see if it works and post back here.

[SimonWendover]

I've still got the same issue, still not fixed. Thanks for the heads up on the CEC adapter, have ordered, will update on results 

[Mark842703]

Will await the results of your testing