Sony AG9 No Sound on Internal Apps - Sound works fine on HDMI Input

[perfectok]

Sony AG9 77 Sound Problems
Software: Latest
Connected Device: Sonos ARC Hometheater kit

Firstly I started to get the black screen when watching Sky with with Bravia logo in the corner. I did a restart and that seems to have resolved the issue.

But all of a sudden last few days the sound via Sonos Arc stops when using the internal apps and including the system sounds when navigating around home screen. But works fine when switching to a HDMI input like Sky (Thus not a problem with Sonos). Previously I could do a restart by holding the green power button but thats not worked on the last few attempts. So I did a power off by unplugging for a few minutes and again no sound. Then randomly It started working, it's becoming unpredictable but can happen when watching Netflix or Prime.

Does anyone know what could be causing this? The firmware is the latest (July 2020 release) according to the Sony website. Any tips on how to resolve? Its driving me bonkers!!!

[Peter_S.]

Hi perfectok,

It sounds to me like a cable issue.

Maybe the current cable connecting your Sonos HT kit isn't very well shielded or isn't from a very good quality.

Cheers

Peter

[perfectok]

Hi - Sorry its deffo not a cable issue as my SKY TV works fine outputting Sound via eARC on the TV. The fact that its using the same HDMI cables suggests thats not the issue.

The sound does not work for the internal system sounds or build in Apps like Prime or Netflix. 

[Win_88]

Hi perfectok ,

Here's more of what you can try:

**Workaround 1

    Turn off your audio device using the audio remote control
    Turn off your TV using the TV remote control
    Turn on your TV using the TV remote

**Workaround 2

    Change the Speakers settings by going to [HOME] > [Settings] > [Sound] > [Speakers] > [TV speakers]
    Turn off the TV with the TV remote control
    Turn on the TV with the TV remote control

**Workaround 3

    Set the BRAVIA Sync control option to on by going to [HOME] > [Settings] > [External inputs] > [BRAVIA Sync settings] > [BRAVIA Sync control]
    Select [Yes] when [Remove recognized devices from the list] is displayed
    NOTE: The BRAVIA Sync control will be switched off.
    Select BRAVIA Sync control again to switch it on
    NOTE: The Speakers settings will switch to [Audio system] automatically.

Finally, try a factory reset of the TV.

Regards,

Win_88

[perfectok]

Thanks for this - but none of those options worked. I don't want to do a complete Factory reset just yet but it sounds like I have no option if the problem keeps happening. 

[Win_88]

The factory reset is important, if the issue remains (I hope it doesn't), let us know and maybe someone from Sony can get in touch with you to help further.

[perfectok]

So far it’s cut out a couple of times but the difference now is that when I go back to the home screen after a couple of seconds the internal sounds start working. I then switch back to either Prime or Netflix and go back to same video the sound kicks back in. So far I have not had to do a restart. If it gets worse I will do a full re-boot of the tv.