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Question

LG OLED Audio dropping out - ARC

I am looking for any help or possible solutions to my home theatre audio issue.

Equipment being used:
- 2017 LG 65" OLED C7
- Denon AVR-1400H (via 18 mbs HDMI)
- Panasonic DMP-UB900 4k Blu-Ray
- PS4
- 5.1.2 Atmos speaker setup

When watching any high definition Netflix content (Atmos/Dolby vision, UHD 4K and even 5.1) and using the installed Dolby app pre-installed on the TV for Atmos and Vison sample content, the audio randomly mutes for 1-2 seconds. This could happen 10 or 5 times a minute. Ultimately makes it unwatchable and very frustrated when having such a high end theatre set up.

This error doesnt happen with free to air TV, content from USB, gaming consoles or the 4K Blu-Ray.

I have contacted LG for support as I feel it is a TV issue rather than receiver or hardware issue, as it only happens with apps built-in to the TV.

Has anyone else experienced this or similar?

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Clarification Request
55 c7p

In reply to: LG OLED Audio dropping out - ARC

wanting to buy lg 55 c7p but it seems there are problems with the sound. I use Apple TV or Amazon fire tv for streaming is this still gonna have problems with sound? I don’t use any extra sound, no sound bar, or receiver hookup.

Post was last edited on March 31, 2018 4:10 PM PDT

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Avoid hijacking threads.

In reply to: 55 c7p

As to the question it depends on the setup. Make your own new post with the full details about the audio setup.

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Sound

In reply to: Avoid hijacking threads.

Don’t use nothing but the tv speakers

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Do not hijack old threads.

In reply to: Sound

Make a new post so we can answer directly. Be sure to share all model numbers and how connected.

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Don’t Buy

In reply to: 55 c7p

LG has not addressed this issue. Even if you don’t use an external speaker you could still have issues. I am in the middle of contacting the AG and BBB in California bc LG advised they wouldn’t fix, refund/replace my tv — which has not worked since the day I bought it (Feb 201Cool.

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Clarification Request
Sound issues

In reply to: LG OLED Audio dropping out - ARC

I have the same problem with my 2017 lg 55c7t

All Answers

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Answer
These are the difficult problems.

In reply to: LG OLED Audio dropping out - ARC

- LG can say it's a Netflix issue (the software in the app is from Netflix)
- Netflix can say it's an LG issue (their software works on other TV's without this issue)

In such a case, the only conclusion is "it's incompatible". Then don't use it or buy another TV that is compatible (as long as it lasts: the app changes faster than the TV).

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Sound drop

In reply to: These are the difficult problems.

I just purchased the lg oled 65 C7 and I am having the same problem with just Comcast broadcast. The sound will drop for 1-2 seconds. I am not even using my Denon Amplifier, nor a sound bar.

It is apparent that LG has a long term problem they can’t fix.

Time for my call to LG

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Is it because of the mobile app?

In reply to: Sound drop

I recently experienced the same thing. The sound just dropped in the middle of watching T.V. I suspect it has something to do with the mobile phone app which remotely controls T.V. I have used last night to reduce the volume with my cell phone and the problem started on this morning. My husband complained the sound dropped yesterday on the bedroom T.V. which I also tested to see if the app worked. So I figure it has something to do with mobile T.V.control app. What do you think? I've deleted the app just now and will see if this helps.

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Audio Drop

In reply to: Sound drop

What did they say? Ask for a 2018 model.

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Me2: re: 1-2 second sound drop from LG OLED C7 2017

In reply to: Sound drop

Me too! I bought mine a year ago. It wqs working ok for a couple months. Then comcast came and "upgraded" my box and now i get the sound delays. Very frustrating. Did you call LG? I didnt know if it was a comcast or LG problem until today. These complaints make it highly likely its an LG problem.

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HDMI ARC Volume Fluctuates

In reply to: Me2: re: 1-2 second sound drop from LG OLED C7 2017

Same problem with LG C8. T fix go to Settings/All Settings/Sound/Sound Out/HDMI ARC/Digital Sound Out - PCM. The default was Auto under Sound Out.

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Sound drop issue

In reply to: These are the difficult problems.

I am having same problem in my tv. Specially in Netflix and HD channel in set-top box. Can any one advise us how can we get rid of this sound dropping issue

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Simple fix

In reply to: Sound drop issue

Have a read of my posts ??

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Simple

In reply to: Simple fix

The question marks were emojis not “??”

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Answer
Actually had this issue years ago.

In reply to: LG OLED Audio dropping out - ARC

Early days of streaming did this and now with 4K it pushes the limits again. But what is not new is the ARC problems.

The better tech will set you up with optical links to the receiver today. ARC is nice if it works. I find it too unreliable.

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Optical = No Atmos

In reply to: Actually had this issue years ago.

Thanks Proffitt.

From my research though, optical can't decode anything above Dolby digital, so no Atmos. Thanks for your response.

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True

In reply to: Optical = No Atmos

But as it stands it's not working well enough to avoid you returning the failed product.

Is the TV wired to the router?

I was hoping Netflix would get onto the PS4 since that would make for a nice solid known setup. ARC continues to be a source of irksome failures.

Anyhow, back to LG and Netflix to see if they have new firmware or apps.

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WiFi connected

In reply to: True

No, my router is too far away to have it hard wired.

To be totally honest, at the moment I can live with it but seeing though more and more Netflix content is coming out with Atmos I would like to take and find a solution.

Fingers crossed LG can shed some light on it

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As a test.

In reply to: WiFi connected

An old Netflix trick was to start the movie and then press pause. This would "fill the buffer" and after a minute I would press play and have less pauses.

If the TV is that far away, it is likely too far for WiFi. For such links I use powerline links when I don't want to run a cable. LG and Netflix may ask you to get wired as a test since WiFi is too easy to get overloaded and have interference.

Post was last edited on October 31, 2017 7:49 AM PDT

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Great idea

In reply to: As a test.

Perfect. Thanks for the ideas. I will give the pause trick a go and see if that makes any difference. I would love to wire router but would mean running a good 20m + Ethernet cable through the ceiling (not sure if that is even possible)

Thanks for your ideas Proffitt

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You are well inside the distance limitation for ethernet

In reply to: Great idea

That would also be my suggestion if you plan is to stream a lot of content via your home network. 20 meters is not a problem for cat 6. Always use ethernet if the wireless distance is significant, going through walls, etc.

Regarding Atmos (etc.) over HDMI-ARC, it's hard to emphasize enough that the ARC standard has basically been a failure from the get go. I'd argue that also trying to (consistently) transmit more advanced high bandwidth applications such as ATMOS is also going to present issues more frequently than not. First things first though, move closer to the router if via wifi, or use a wired connection to see if the dropouts are eliminated.

If you really feel the need to be able to experience Netflix ATMOS offerings now (albeit not very many), rent an Xbox and connect that via HDMI directly to your AV receiver, skipping the ARC nonsense and LG's half-baked software, etc.

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Dolby Atmos passthrough confirmed on all 2017 LG OLEDs

In reply to: Optical = No Atmos

Not sure what you mean by "optical can't decode Atmos"

Optical fiber is a interconnect technology
TOSLINK is cable connection standard and doesn't perform encoding or decoding, only transmission.

As of a recent software update, all users should see the Dolby Atmos option under their screen menu. It is automatically greyed out when using Optical/ARC because it doesn't touch the audio codec. Here's a recent Forbes article covering it https://www.forbes.com/sites/johnarcher/2017/10/16/new-lg-oled-tv-update-introduces-two-major-new-features/#46eaefa622d6

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Nope!

In reply to: Dolby Atmos passthrough confirmed on all 2017 LG OLEDs

You cannot pass along an ATMOS signal via a digital optical cable. Atmos requires HDMI/ARC for that.

Sorry.

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Correct. Upper limit of Toslink or Optical limited to DD5.1

In reply to: Nope!

You are correct. The bandwidth for both optical and Coaxial limited to Dolby Digital 5.1 or slightly less compressed DD Plus. That’s defined by its bandwidth limitation.

Quite sure that Atmos, like PCM 5.1, can only pass via HDMI.

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Answer
Sound cuts out

In reply to: LG OLED Audio dropping out - ARC

This is an LG problem - NOT Netflix. I first Purchased an LG 65B6P (2016 model) a couple months ago.
It would intermittently drop both the Video and the Audio between 3 to 15 times an hour for about a half second to 2 second intervals. It happened with Direct TV, Amazon streaming, and my DVD player. It looked like the power went off, however, it returned faster than the start up sequence would take.

A call to LG tech support had me modify some of my settings, including the removal of my inline surge suppressor. This helped somewhat but did not fix the issue completely and I was not happy with an unprotected 120 volt line.

I returned the TV and purchased the LG 65B7A (2017 model). The video issue seems to be resolved, however the Audio still drops just like the 2016 model did. I have another TV set hooked up to the same Direct TV account with NO issues whatsoever before or after these purchases.

Based on this set of facts I believe that the issue is with LG!

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Not much to do here.

In reply to: Sound cuts out

Except return it and switch brands as this brand is not working for you. Always sorry to read stories like this.

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Pretty sure it's a firmware bug

In reply to: Sound cuts out

I get an issue with Dolby 5.1 cutting out and I've pretty much confirmed it to be a firmware bug. I had a technician replace the physical board on the TV which ended up also rolling back the firmware. The problem went away and then once I updated to the latest firmware it started happening again. Currently trying to get someone at LG customer support on the phone that can comprehend what a firmware bug is (much harder than expected).

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Wish I read better news.

In reply to: Pretty sure it's a firmware bug

The only way it appears to fix this from a consumer level appears to call it a product defect and get it returned so you can get a working product. Usually you end up with another model line or make.

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More info

In reply to: Wish I read better news.

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