Sky Q HDMI connection dropping with LG OLED TV

[windsor-tg]

Has anyone found a complete resolution to the LG TV losing connection with the Sky Q box?

I have an LG OLED65G36LA (just under a year old) and over the past few months, it's intermittently lost connection with the Sky Q box. To resolve it, I've had to reboot the Sky Q box and all is ok. 

However, it's progressively getting work. Just by rebooting the Sky Q box no longer works. 

I've just had a painful call with LG support that is based in the Philippines. I've tried to explain to the support agent that this is a known problem with the TV but she was not interested. She has asked me to try a different HDMI cable. I asked her that if that proves to not change anything, what's the next step as I had demanded for an engineer to visit. Her response was that the next step would be to do a factory reset of the TV. 

I will try a different HDMI cable but from the various replies on the thread, I highly doubt that will fix the issue. 

Would really be interested to hear if anyone got this permanently resolved. 

[rajanmanku]

Hi Windsor,

Have you tried turning off hdmi control on your sky box as mentioned in one of the messages above?

I have the same TV as yourself & that's done the trick... 

[windsor-tg]

Thanks @rajanmanku 

stupid question but where exactly on the sky box would I do this?

[rajanmanku]

Settings > Setup > Audio Visual > toggle HDMI control off at the bottom 

[windsor-tg]

@Dippydoo - can you let me know how you contacted LG to get an engineer to come out? If you called them on their LG support on 0344 847-5454, I tried that number and it takes you to their call centre in the Philippines and they were hopeless!

[windsor-tg]

Thanks @rajanmanku , I've turned HDMI control off and this morning, seems to be working fine. 

The only slight issue is that whereas before, I could press the Home button on the sky remote which would turn on the LG TV and then automatically go to the menu listing on Sky. Now, I need to first turn on the TV with the LG remote, and then press the Home button on the Sky remote so needing to use both remotes to watch Sky. 

I guess that's the only way to now watch Sky?

Also, the way I'm currently configured, I have Sky Q connected via HDMI cable to Denon soundbar, and then one end of HDMI cable plugged into eArc port on Denon Soundbar and the other end of cable plugged into eArc HDMI 2 port on my LG G3 TV

[Chodley]

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@windsor-tg wrote:

Thanks @rajanmanku , I've turned HDMI control off and this morning, seems to be working fine. 

The only slight issue is that whereas before, I could press the Home button on the sky remote which would turn on the LG TV and then automatically go to the menu listing on Sky. Now, I need to first turn on the TV with the LG remote, and then press the Home button on the Sky remote so needing to use both remotes to watch Sky. 

I guess that's the only way to now watch Sky?

Also, the way I'm currently configured, I have Sky Q connected via HDMI cable to Denon soundbar, and then one end of HDMI cable plugged into eArc port on Denon Soundbar and the other end of cable plugged into eArc HDMI 2 port on my LG G3 TV

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Turning off HDMI control will indeed stop HDMI control from working.

you could try connecting the sky box direct to the TV and see if the problem goes away while still having hdmi control enabled.

or holding down the power button on the sky remote should turn the TV on negating the need for 2 remotes.

[cuke]

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@windsor-tg wrote:

Thanks @rajanmanku , I've turned HDMI control off and this morning, seems to be working fine. 

The only slight issue is that whereas before, I could press the Home button on the sky remote which would turn on the LG TV and then automatically go to the menu listing on Sky. Now, I need to first turn on the TV with the LG remote, and then press the Home button on the Sky remote so needing to use both remotes to watch Sky. 

I guess that's the only way to now watch Sky?

Also, the way I'm currently configured, I have Sky Q connected via HDMI cable to Denon soundbar, and then one end of HDMI cable plugged into eArc port on Denon Soundbar and the other end of cable plugged into eArc HDMI 2 port on my LG G3 TV

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Denon being the common denominator with various connectivity issues with different makes of TV's. Plug the SkyQ directly into a HDMI port on your tv.

[windsor-tg]

@cuke - what would be the advantage of plugging Sky Q directly to a TV HDMI port as opposed to the Denon soundbar?

[FAB19]

I don't have any sound bar and still have the same problems.  It's been an update to either lg TC or sky q.  It only happens when watching sky on TV and use the sky q to fast forward.

[windsor-tg]

Have you turned off HDMI control?

[Dippydoo]

Yes that was the route in...and a big dollop of persistence.

[cuke]

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@windsor-tg wrote:

@cuke - what would be the advantage of plugging Sky Q directly to a TV HDMI port as opposed to the Denon soundbar?

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If the user has a Denon then compatibility has been the weak point in the chain, there has been a number of posts in AV forums with similar issues with devices connected directly to a Denon instead of directly to the tv hdmi ports.

Sound or picture dropouts can occur with either SkyQ or gaming consoles because the tv cannot properly recognise a device when it is behind a Denon.

[Columba597]

Another potential fix that has been working for me (LG C2), I have been changing the audio input on the TV to TV Speakers and then back to soundbar and it solves the issue without the need to turn HDMI control off or unplug and plug in the HDMI cable. When I fire up the Sky Q box it turns on the LG TV and then I get the no signal detected screen come on, as soon as I switch to TV Speakers the picture and audio come through fine, then I change back to the soundbar audio input setting and it also works fine. Takes around five seconds and has otherwise solved the problem that everyone seems to be describing.

[DaleCFC]

I just turn off my soundbar, wait for Sky to come on, then turn soundbar back on, tv and soundbar both LG.