Question

LG OLED Audio dropping out - ARC

Oct 30, 2017 2:49AM PDT

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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Comments
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Clarification Request
55 c7p
Mar 31, 2018 3:10PM PDT

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.
Mar 31, 2018 3:36PM PDT

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
Mar 31, 2018 4:11PM PDT

Don’t use nothing but the tv speakers

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Do not hijack old threads.
Mar 31, 2018 4:17PM PDT

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
Apr 12, 2018 11:14PM PDT

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
Jul 22, 2018 3:43AM PDT

I have the same problem with my 2017 lg 55c7t

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Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you. Thank man for all your help.

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Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you. Thank man for all your help.

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Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you. Thank man for all your help.

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Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you. Thank man for all your help.

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Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you. Thank man for all your help.

- Collapse -
Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you. Thank man for all your help.

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Thanks
Jun 12, 2020 8:26AM PDT

You have really added something of value to this conversation. I mean how were we supposed to figure this out without you?Thank man for all your help.

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Answer
These are the difficult problems.
Oct 30, 2017 2:58AM PDT

- 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
Jan 29, 2018 2:04PM PST

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?
Feb 22, 2018 5:11PM PST

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
Apr 12, 2018 11:15PM PDT

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
Dec 2, 2018 9:27AM PST

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
Dec 31, 2018 10:56AM PST

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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Yes, but no surround
Aug 6, 2019 3:53PM PDT

Your solution works, but unfortunately only because it shuts off Dolby Digital 5.1. (PCM in this case means "stereo.") A better solution, if it is available to you, is to ditch the ARC connection and go with optical. This won't pass Dolby Atmos, but it will work with regular Dolby 5.1. There is also a slight chance that you can fix the problem by replacing the HDMI cable; that has worked for at least one LG customer, but I wouldn't bank on it.

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HDMI Cable Change to High Speed worked
Mar 8, 2020 10:02AM PDT

Sound was intermittently dropping out on my LG Sound bar. Changed my HDMI Cable Manuel states: You must use the HDMI cable (Type A, High Speed HDMI™ cable with Ethernet).

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Sound drop issue
Mar 2, 2019 6:38AM PST

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
Mar 2, 2019 7:24AM PST

Have a read of my posts ??

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Simple
Mar 2, 2019 7:25AM PST

The question marks were emojis not “??”

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Hard for LG to say it's a Netflix issue
Aug 6, 2019 4:00PM PDT

Very unlikely to be a Netflix issue. The problem occurs (for me, at least) on Amazon Prime, Hulu, and Vudu, and would probably occur on Netflix as well if I had a Netflix 4K subscription. The best workaround for me was to change from an HDMI-ARC hookup to an optical one for the audio. Note that, if your system is like mine, you may have to physically disconnect the HDMI cable at your A/V receiver or soundbar; otherwise, it may ignore the optical connection. This will of course disable your being able to use your LG remote for volume control on the A/V receiver; you'll have to use the receiver's own volume control. The other tradeoff is that optical won't pass Dolby Atmos; you'll be OK with Dolby Digital 5.1 though.

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Thanks for the ideas.
Aug 6, 2019 5:58PM PDT

ARC is known as a trouble area for tech calls. The only time you seem to get the maker to admit there's an issue is when all the gear is by them. LG should work with LG and so on. The more exposure to ARC you have the more you feel the industry is full of ___t.

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Answer
Actually had this issue years ago.
Oct 30, 2017 6:54AM PDT

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
Oct 30, 2017 12:47PM PDT

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
Oct 30, 2017 12:55PM PDT

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
Oct 30, 2017 1:00PM PDT

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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