No sound after watching HDMI connected device

[MikeBrown1]

When switching back to the TV after watching HDR/4K sourced material on the Amazon app on my Sony UBPX800 there was no sound. The remote would not fully shut down the TV and the only remedy was to switch the TV on/off at power button.
I have sent a Log to Loewe UK
Not sure if its TV or the Sony which is causing the TV to crash as it has caused issues in the past.
Is is a good idea to reset HDMI connections ??

[holgi2909]

Hi Mike,

this is ( at least for me) a well known problem since a long time.
I have this with Fire TV Box on HDMI and Netflix sometimes.
The sound is completely gone , no matter if HDMI or normal TV , and will not return unless hard restart of the TV.
Sometimes switching from Surround to stereo helps (e.g. in the Netflix app)
There were also some threads here , and I also send several logs to Loewe. There was also a ticket number for that.

With every update I had hopes that it will be fixed, but no luck so far.

regards

Holger

[holgi2909]

This was the Ticket: HL1-14271.

[MikeBrown1]

I will report back with the response from Loewe UK

[holgi2909]

Hallo Admins,

könnt ihr bei Gelegenheit mal nachfragen was mit HL1-14271. ist?
(Gelegentlich kein Stereoton mehr nachdem über HDMI (FireTV) Netflix 5.1 Ton lief)

Hatte jetzt diese Woche wieder 2 mal das Problem daß nur 5.1 Ton ging und danach kein 2.0 /Stereo mehr.
Erst ein harter Aus /An hat geholfen.

Bei jedem Update hoffe ich daß mein Problem damit behoben ist. Aber bisher leider Erfolglos.

Grüße
Holger

[Pretch]

Hab es mit dem vorhandenen Thread zusammengeführt.

[MikeBrown1]

I have had the same issue replicated for the 2nd time whilst using a Amazon Fire Stick; return to normal TV no sound. Reported to Loewe with Logs. I wonder if these and other similar issues are due to the fact that with Amazon Fire and presumably Apple TV etc you cannot log out/exit/switch off the devices when you want to return to normal viewing and this is causing problems. I have incidentally actually replaced the Sony UHD player for an Oppo and had no further issues.

[Nullnummer]

Hallo, bin jetzt auch davon betroffen. FireTV stick hat Ton aber im TV Modus kommt kein Ton.

[Pretch]

Das Ticket wurde eigentlich geschlossen, da der Fehler bei Loewe mit 5.x nicht mehr zu reproduzieren war.

Könntet ihr bitte im Fehlerfall ein Log mit aktiviertem Debug Level schicken.
Dafür den Anhang entpacken, auf einen USB Stick kopieren, an den TV stecken und beim nächsten Auftreten des Fehlers ganz normal ein Log schicken und hier die Referenznummer und den Fehlerzeitpunkt mitteilen.
Danke!

[MikeBrown1]

Pretch I unzipped/downloaded the file to a USB stick and then connected the stick to the USB port on TV

I replicated the sound issue and have just sent a log by the internet

26383
02.27 GMT
25/01/19

Can you confirm that this will be forwarded to the relevant dept pls. Many thanks

[holgi2909]

Mike,
if your input will help to fix the issue then I owe you a beer...

[MikeBrown1]

Mike,
if your input will help to fix the issue then I owe you a beer...

Fingers crossed my friend; can a moderator pls confirm the log has been forwarded

[MikeBrown1]

I've just noticed that with the Amazon Fire stick you can put the stick into a sleep mode in the settings; maybe if this is done before switching back to the TV it will prevent the crash?? I am sure the TV doesn't like the fact that connected devices are still running when switching back to DVB

[Pretch]

Eigentlich nicht. Ich mach das mit dem Apple TV immer so. Schalte den nie extra aus, sondern auf TV, der geht dann irgendwann in den Sleep Mode.
Hatte noch nie irgendwelche der hier beschriebenen Probleme.

[MikeBrown1]

Eigentlich nicht. Ich mach das mit dem Apple TV immer so. Schalte den nie extra aus, sondern auf TV, der geht dann irgendwann in den Sleep Mode.
Hatte noch nie irgendwelche der hier beschriebenen Probleme.

Pretch can you confirm my log has been sent

[Pretch]

Hab die Info und den Verweis auf diesen Thread am Freitag weitergegeben, aber noch keine Rückmeldung bekommen.

[MikeBrown1]

Hab die Info und den Verweis auf diesen Thread am Freitag weitergegeben, aber noch keine Rückmeldung bekommen.

Thanks ; tbh I do find you the most helpful of the experts on this site; talking of software issues I know that sometimes people will say that it doesn't affect my TV so it isn't an issue but am I not correct in that there can be a software bug that affects some TV's but for some reason not others??
Quick query are there any known issues with having Digital Link enabled? is it generally advised to disable it?

[Pretch]

Ich hab Digital Link immer aktiviert und wie gesagt keinerlei solche Probleme.

[MikeBrown1]

Ich hab Digital Link immer aktiviert und wie gesagt keinerlei solche Probleme.

You were correct Pretch it made no difference.

Anyway I am concerned that I didn't properly extract the file you provided, so I have repeated the process and sent a couple more logs to be sure as its easy to replicate (apologies in advance if that is the case)

93033 21.42 GMT 28/01 No sound when reverting back to watch DVB from Apple 4K Firestick HDMI 1

87511 21.45 GMT 28/01 Firestick crashed when reverting back to HDMI 1 from DVB.

Turning off via handset restores matters

I have also sometimes experienced no vision in addition to no sound which requires the TV to be powered off.

NB latest software installed; issue reported by other Loewe owner on AVforums in the UK. I will leave the info with you and appreciate it could be some time before resolved

Good evening

[MikeBrown1]

Not sure if this is in anyway related however the video explains how to set the HZ output from the Stick via a hidden menu. I have reset mine to 2160p 30hz which matches the spec. requirements of HDMI 1. Worth an experiment It is in English but basically you press both the UP and REWIND buttons on the remote to access.

https://www.youtube.com/watch?v=WF2g8s7AmQ8

[holgi2909]

Heute hatte ich mal wieder das leidige Problem_
Log 51178 erstellt und übertragen...

[brems]

Hallo, ich habe auch das gleiche Problem, wenn ich das Soundformat über meine Box ändere. Das Umschalten von 5.1 auf Stereo verliert den Ton !! Ich muss den Fernseher ausschalten und wieder einschalten, um den Ton zu finden. Ich habe bild 7 mit 5.1.11. Was zu tun ist, gibt es eine Abhilfe danke

[jorgedeanso]

In meinem Fall passiert etwas Ähnliches: Manchmal verliere ich den Ton, wenn ich von TV (digital terrestrisch) zu HDMI1 (Movistar-Kabeldecoder, ohne CEC) wechsle. Bei anderen Gelegenheiten geht der Ton auch verloren, wenn ich von HDMI1 zu TV zurückkehre. Ich habe ein bild 4.55.

[MikeBrown1]

Ich hab Digital Link immer aktiviert und wie gesagt keinerlei solche Probleme.

You were correct Pretch it made no difference.

Anyway I am concerned that I didn't properly extract the file you provided, so I have repeated the process and sent a couple more logs to be sure as its easy to replicate (apologies in advance if that is the case)

93033 21.42 GMT 28/01 No sound when reverting back to watch DVB from Apple 4K Firestick HDMI 1

87511 21.45 GMT 28/01 Firestick crashed when reverting back to HDMI 1 from DVB.

Turning off via handset restores matters

I have also sometimes experienced no vision in addition to no sound which requires the TV to be powered off.

NB latest software installed; issue reported by other Loewe owner on AVforums in the UK. I will leave the info with you and appreciate it could be some time before resolved

Good evening

I think I may have discovered where the bug lies. I have changed the Surround Sound setting on the Fire Stick from Best Available which I think is default to either Stereo or Always Dolby Digital and so far the issue seems to have been corrected. If you choose Dolby Digital Plus the issue reprocates itself every time