Puck issues with Sonos Arc Soundbar

[sutteh]

New subscriber to the stream service, I plugged everything in last night and had issues with my sound taking a moment to come on when moving between HDMI outputs and then the sound dropping  off the sonos setup back to the tv speakers, I've never  had issues with the Shield/PS5 plugged into HDMI 1/3. 

Setup is a Sonos Arc, Sub, play 3's for rears and a LG C9. 

Got on google and found this thread, ordered  a CEC HDMI blocker (arrived this afternoon), and so far my problems have stopped, TV has been on for the past 5 hours with normal sound. 

Thankfully the minor issues around the reduced remote operation are mitigated by the harmony remote. 

[Mark842703]

Just wanted to post back to say the HDMI CEC blocker also fixed the problem I was having with my stream puck and SONOS sound system in my living room setup. The problem is 100% the SKY stream puck. It's disappointing that almost a year on this is still a problem! I was told by SKY support this issue had been replicated by their engineers and a fix was being implemented but no timeframe could be given as to when the fix would be released. The other sky stream pucks I have on my kitchen TV and in my home office and master bedroom still suffer from the problem (without the CEC blocker connected to the puck) which is how I know it's a problem with the puck as soon as the blocker is connected to the puck in any of those other setups the problem goes away, not to mention the number of people in this thread alone also having the same problem! Really I should bite the bullet and purchase some more of these CEC blockers for the other rooms but I'm holding out hope (maybe it's misplaced?) that SKY will get their act together and release a firmware update for the pucks to fix this issue!

[gogomilo77]

So Sky have released the puck as a standalone product now.  I'm really surprised as I still have at least three different issues with mine still - football in UHD is bad (picture slows down the speeds up all the time), if you pause a live programme then play again it keeps going back to the place you paused it at, then after a while skips to live with no way to rewind back what you just missed, and thew main one, CEC is broken.

I wonder if they have updated the hardware of the Stream?  Anyone been able to get their hands on one to see?

[M3rk]

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@gogomilo77 wrote:

So Sky have released the puck as a standalone product now.  I'm really surprised as I still have at least three different issues with mine still - football in UHD is bad (picture slows down the speeds up all the time), if you pause a live programme then play again it keeps going back to the place you paused it at, then after a while skips to live with no way to rewind back what you just missed, and thew main one, CEC is broken.

I wonder if they have updated the hardware of the Stream?  Anyone been able to get their hands on one to see?

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Quite a few people have, there is quite a large thread about sky stream, Couldn't tell you if hardware has been updated, but am not getting any of the issues you have described, actually have only read about the CEC issue, haven't seen anyone else mention the other two you have noted.

[Char95]

Same **bleep** happens to me, got the new sky stream and it disconnects my sound bar from my tv when I go on the ps5

Might just cancel the product

[am1624]

Just to confirm that I'm seeing the same problem. Sky Stream + Sonos Beam Gen 2 + LG OLED55C14LB. I think the work arounds in this thread have kind of fixed it, but it would be nice if Sky could fix it properly.

[M3rk]

@am1624 @Char95  its so weird no ? have beam gen 2 , LGC1 , sky stream , Xbox series x, and I don't have the same issue, swip and swap between hdmi inputs and sound bar keeps on chugging, doesn't loose connection. I bought the CEC gizmo recommended on here , it's still in its box in the cupboard.

Frustrating for everyone!!!

[VinayR]

I've got similar issues - Sky. Stream Puck, Sonos Arc and LG C1 65 - in my case the sound from other sources still plays through the Arc but I lose the ability to control the volume and/or mute until the Puck's HDMI is disconnected. When using the Puck itself, all controls work just as expected. I've now plugged in one of the HDMI CEC-less adapters as an interim measure until Sky sort out their firmware 

[McMucker]

Same is happening to me, when I use TV apps the sound comes our of the TV instead of the Sonos. If I unplug the stream HDMI cable everything works as expected.

[Petzhou]

Hi 

Just wondering  is the Arc a big upgrade on the sky glass TV? Regards

[SimonWendover]

You get Dolby Atmos as standard through the integrated sound bar in the Sky Glass TV's, which is okay, but doesn't compare to a full surround sound system.

If you have a separate surround sound system connected to a Puck (Sonos Arc or another model), you get full Dolby Atmos with UHD picture quality, and the sound quality is excellent. 

[tednol]

Got Sky Stream recently. My set up is a LG OLED55C14LB with a Sonos Beam connected via ARC. Prior to the Sky Stream arriving I mainly watched content via a connected Apple TV, or the connected PS4 / Nintendo Switch.

The Sonos Beam has been a dream, no issues whatsoever. However the moment I added the Sky Stream box to my set up I've had issues. It's fine when I'm watching content via the Sky Stream, but I get maybe 30-60 seconds of audio through the Sonos when I switch to a different source before the audio reverts to playing through the (awful) TV built in speakers. This is with the Sky Stream switched off. The 'fix' if I can call it that has been to unplug the HDMI from the back of the Sky Stream when watching another source.

[SimonWendover]

Check post #42 on this thread. There's a workaround by purchasing a CEC adapter for the puck. A number of the posts on here have reported the same issue but fixed when the CEC adapter is installed. 

Yes, Sky should fix via hardware/firmware for the Puck, but until then, this resolves it. 

[tednol]

Thanks - I ordered one a few minutes ago. Mainly made my post so any Sky employees reading would know I'm another customer experiencing this issue. Spending a tenner on future e-waste is, like you say, a poor solution but better than nothing.

[Mark842703]

It's disappointing that almost 12 months on sky have not resolved this issue by way of a firmware update for the puck. As usual the community has troubleshooted the issue and have identified the problem. It now falls on sky to implement the fix. I was told a few months ago they had replicated the problem in house and were planning a fix, I honestly believe this must have been lip service. Buying an adaptor to mask a problem with the CEC function of the puck is not a long term solution!