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Lead Community Manager

HDMI ARC Soundbar reports

Hello everyone,

We are looking to gather details about anyone who may be experiencing issues with HDMI ARC or CEC on their Bose Soundbar. Issues with HDMI ARC would be if you are experiencing no, partial, or intermittent audio when connected via an HDMI cable. Issues with CEC may affect your ability to control the soundbar via a 3rd party remote or, possibly, control of your source device and TV via the soundbar remote.

 

If you are running into these issues, we have a helpful video that walks your through HDMI ARC and may resolve this for you.

 

 

If after viewing the video you are still running into issues, please make sure you update to the latest firmware (6.0.15 as of 11/14). If your Soundbar doesn't yet have the latest firmware, you can manually force it to update by pressing and holding the Music button on the remote control (to the left of the TV button) for 10 seconds.

 

If the latest firmware doesn't resolve your issues, it would be valuable if you could let us know your specifications. Please post here with the following information:

           

  • A thorough description of the issue, when the issue started, and steps needed to reproduce it (including source content).
  • Complete list of troubleshooting steps you have taken thus far.
  • Exact make and model of your TV and the version of FW it is running (including whether the TV supports eARC).
    • If your TV is not on the latest FW please make sure to update as part of your troubleshooting.
  • Make and Model of any cable box, streaming device, or TV streaming app connected to your TV that factor into audio or control issues you are experiencing.
  • Anything else that may factor into your Audio Video setup or configuration that we need to be aware of to reproduce the issue.

 

Thank you!

Wayne M.

 

<Edited 11/14- included steps to manually update to the latest firmware of your Soundbar> 

39 REPLIES 39
ThierryB
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Jul 17, 2019

Re: HDMI ARC Soundbar reports

Country: Australia

LG OLED65C7T (Firmware 5.80.85)

Soundbar 700 + Subwoofer 700 + Rear (Firmware 5.0.14)

 

The TV supports ARC but not eARC.

 

Loses HDMI handshake (No sound anymore ) after powering off TV. I have to unplug everything and switch off the TV to fix the issue temporarily until it happens again.

 

The issue happens regardless of the source.

 

The HDMI connection / audio was working fine up to firmware 4.1.1.

Issue started with Firmware 5.0.12

Firmware update 5.0.14 didn't fix the issue.

 

 

LawST_ST
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Nov 11, 2019

Re: HDMI ARC Soundbar reports

Bose Team: Hopefully this is clear and comprehensive.

 

TV: Sony 65X950G (latest firmware from Sony.com as of Nov. 11)

Bose soundbar 700 with sub (700) and rear speakers (700)

CEC enabled on all HDMI connected devices

 

All items connected to WiFi.  ARC HDMI connection from TV to soundbar. I also have a Nintendo Switch and Apple TV 4K connected to the other HDMI TV inputs.  All items updated to the latest versions.  My Bose remote has been successfully paired with my TV and the Bose app is on the latest version of iOS.  I have used both the included Bose HDMI cable as well as certified 48Gbps HDMI cables that can pass 4k content at 60FPS, Dolby Vision, EARC, etc – all HDMI cables yield the same results below... 

 

Problem has been present since 5.0.12 firmware.  Current firmware installed is 5.0.14.

 

Trial #1:

 

First Power-On

  1. Unplug power and HDMI cables from all devices. I reconnected only the TV and Bose soundbar appropriately via ARC.
  2. Upon power-on, ARC works as intended. I have tested by using the TV remote, Bose remote, and Bose app.  Once powered-on I can control the volume from the TV remote and Bose remote/app.  This only works during the first power-on after unplugging everything.
  3. While still powered-on the first time, navigating into the TV settings, the TV sees the soundbar correctly via the HDMI connection. Sony has a “signal test” that pings all connected HDMI devices and will list them if recognized.  In this case “Bose Soundbar 700.”
  4. Power-off everything.   I can use either the TV remote, Bose remote, or Bose app and everything will power-off correctly.

 

Second Power-On

  1. Attempt to power-on a second time, the HDMI ARC connection is lost.
  2. If I use the TV remote, it will not power-on the Bose soundbar but will power-on the TV.
  3. If I use the Bose remote or Bose app, it will power-on the soundbar and TV; however, no sound will come from the soundbar. After about 3-4 seconds, the words “audio switching to TV speakers” appears.  I can adjust the soundbar volume from the app or Bose remote; however, no sound.  I then navigate into the TV settings and switch the audio settings to “external speakers.”  Sound will then be heard from the soundbar; however, I am unable to adjust the volume from the TV remote, only the Bose app or Bose remote.  After 10-15 seconds, the TV begins switching back and forth between internal and external speakers continuously. 
  4. Checking the HDMI ARC connection in the TV settings shows the Bose Soundbar is no longer listed, and no success from the TV HDMI signal test.
  5. At this time, the TV continues to switch between its internal speakers and soundbar (as listed by the display on the TV every 10 seconds), and I must power down both items. I must use the TV remote and Bose remote separately to power each off.

 

Third Power-On

  1. I MUST use the TV remote and Bose remote/app separately for power-on. Then, and only then, will sound be heard.
  2. I can only adjust the volume from the Bose remote and/or Bose app. The TV remote will not adjust the volume.
  3. The TV still does not see the HDMI device within its settings or HDMI signal test.
  4. Interestingly, I can power down all devices by pressing the power button from either the TV remote, Bose app, or Bose remote successfully. Here, the power-off function works across all HDMI devices.

 

Subsequent Power-On’s:

  1. Power-on works only when I power the TV and soundbar separately with their respective remotes.
  2. I can only control the volume from the Bose remote/app.
  3. Power-down works from any remote and will turn-off all devices.

 

Unplugging the soundbar will repeat all above steps.

 

Trial #2: Apple TV 4K

  1. Very similar results. Unplug everything and first power-on: full success.  I can hear sound. I can control the volume from the Apple TV remote, TV remote, Bose remote, etc.  I can power-on and off with any remote too.
  2. Ditto the results listed above during the second and subsequent power-on's. Volume control is no longer usable from the Apple TV remote, and is only usable with the Bose remote/app.

 

Current Situation:

  • Power-on MUST be done from the Bose remote/app separately to power-on the soundbar and ensure sound.
  • The Bose remote/app MUST be used for any volume change. Volume control from other device remotes does not work.
  • The TV does not recognize the soundbar in its HDMI listing, but recognizes my Nintendo and Apple TV.  Sound will work if the prior two steps are followed.
  • Power off for all HDMI connected devices (including the soundbar) works as intended.

 

... and, none of this happened prior to firmware 5.0.12.  

ThierryB
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Jul 17, 2019

Re: HDMI ARC Soundbar reports

One more update for me related to CEC. I forgot to mention above.

 

LG OLED65C7T (Firmware 5.80.85)

Soundbar 700 + Subwoofer 700 + Rear (Firmware 5.0.14)

 

CEC is working only partially. When connected to HDMI, my LG TV Remote can control the soundbar volume via CEC.

 

But the issue is that the Bose remote cannot control the soundbar through CEC (it has never worked)

 

The soundbar can only control the TV via IR, and only if I connect and external IR transmitter.

 

So there is a CEC issue as well with LG C7 but this is not new in firmware 5.0.12 like the ARC issue.

st0w3
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Nov 8, 2019

Re: HDMI ARC Soundbar reports

TV: Sony XBR-65A9G 

Bose soundbar 700 with sub (700)

CEC enabled on all HDMI connected devices

 

My issues are equal to LawST_ST's from above, minus the Apple TV portion.

 

I have tried the included BOSE hdmi cable and a Monster UHD Platinum Fiber Optic HDMI Cable.

 

Started with 5.0.12.  Current firmware is 5.0.14.

Community Manager

Re: HDMI ARC Soundbar reports

Hi Everyone,

 

Thank you very much for taking the time to provide us with such detailed information regading the issues you are encountering. I am sorry to hear that, for you, the newest update didn't resolve the issues you are having and I would like to confirm that we have opened an investigation. Our team will be actively looking into this for you and we will update you as soon as we hear back.

 

I invite any other user who is still having similar issues despite the recent firmware update to 5.0.14 and after having tried the trouble shooting steps detailed in the video shared by Wayne, to post here and provide us with their specifications and set up. This information will be valuable for our investigation.

 

Many thanks and all the best,

 

Anne

 

 

SyXbiT
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Nov 5, 2019

Re: HDMI ARC Soundbar reports

Soundbar 700 with Vizio P65-F1 (2018) [with 3.0.8.2-1 firmware] using an Nvidia Shield (2015) [with Shield experience upgrade 8.0.1 software] over HDMI 2.0 w/ eARC. All devices are on the latest firmware.

 

Everything works fine after a power cycle. Then after 1-2 days, the soundbar stops playing sound. It works again after power cycling everything. I have a workaround by connecting optical, but then I lose the ability to send DTS, and my universal remotes don't work through HDMI-CEC.

 

BRC275
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Oct 27, 2019

Re: HDMI ARC Soundbar reports

I have the same setup and I second exactly what is mention above. 

Tal81
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Jun 24, 2019

Re: HDMI ARC Soundbar reports

I fear this thread isn't going to get many replies.... because customers suffering these issues have now been emotionally burnt out by your brand and has moved on/had enough. We have invested for months that these problems exist with little acknowledgement from BOSE. There are 52 pages detailing problems and that should be enough to work with.

 

Regardless, Ill contribute (again!)

 

TV: LG C9 (latest software)

Soundbar: BOSE 700 with Bass 700 and surrounds (latest software 5.014)

Media Box: Appletv 4K (latest software)

 

BEFORE your 5.XX software upgrade EVERYTHING was working fine! I strictly controlled BOSE, AppleTV4K and LG C9 with NOTHING but the AppleTV4k remote. I turn on the Apple box, and BOSE switches on, as does my TV. I change volume on the BOSE through my AppleTV4K remote. I did not need to touch the BOSE remote or TV remote at all.

 

Now... I need to manually use your BOSE remote to change volume on the Soundbar, and to turn it on/off! I did not buy this system to need to have two remotes (the other remote is the AppleTV4K which still turns on/off the media box and TV).

 

Moreover, when I disconnect the BOSE sound bar, and replug it into the system, I can use the AppleTV4K remote to control everything like how it was originally working prior to 5.XX software, but as soon as it goes to sleep and I return 5/6 hours later or overnight, it reverts back to needing its own remote to wake up the sound bar and needing the BOSE remote to control the volume again.

 

I tried using your video and with no luck. The issue is resolved on post immediately disconnecting/reconnecting the BOSE sound bar and fixes the problem, but the HDMI CEC recognition by the BOSE sound bar fails again once left alone for a few hours in sleep mode.

 

Regardless if you fix this issue again, I don't think BOSE is the right brand for me in the future. Ive spent over 2K for this system, and there are other brands and ecosystems that actually does not give the customer the stuff around for this long. If BOSE is going to charge a premium (like Apple), you got to have a service and demonstrate its value to customer, which this brand has failed immensely.

 

EDIT: Why don't you offer a beta firmware to users so they can report on if it fixes their issues. I would help, if your company demonstrated insight. 

LawST_ST
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Nov 11, 2019

Re: HDMI ARC Soundbar reports

Bose Team: Updated findings based on new firmware received today.  In summation – making progress; however, bugs still exist (this time with powering-off from an Apple TV 4K).  Please see below.

 

New firmware: 6.0.10.

 

Continuing from my original post yesterday. To start, I have the Bose soundbar standby timer set to “Never” (off); however, have a standby timer on my Sony TV (65G950) and Apple TV 4K set to 15-minutes and 5-minutes respectively.

 

Trial #1: Using the TV remote

  1. Unplugged all devices and power-on. As expected, during the first power-on everything works as intended. 
  2. Used the Sony TV remote to power off. Everything turns off as expected.

 

Second and subsequent power-on:

  1. SUCCESS! Volume control works from all remotes (including the Apple TV remote) and the TV continues to recognize the HDMI connection.
  2. Repeated power on/off using both the TV remote and Bose remote/app.
  3. Success continues! HDMI CEC issue appears resolved.

 

Trial #2: Apple TV 4K

  1. Successful power-on from Apple TV remote and volume control from Apple TV remote (even after several power-offs).

HOWEVER

  1. If the Apple TV enters standby or shuts down completely, the TV and soundbar will cycle repeatedly on their own, switching between “TV speakers” and “external speakers” several times. This will continue for 15-minutes.  After 15-minutes, the TV is set to auto-off.  The Apple TV is still off during this time.
  2. As soon as the TV turns off from the first TV auto-off, the Bose soundbar turns off… and then both the Bose soundbar and TV turn back on (on their own) immediately. Apple TV remains off. The TV displays “switching to external speakers” just once (no cycling like before), and will remain in that state until the next 15-minute auto-off time.
  3. On the SECOND 15-minute TV auto shutoff, both the TV and soundbar turn off and stay off.
  4. At any time during the above, using the TV or Bose remote/app will turn all devices off.

 

Current situation:

  1. For me, 6.0.10 has resolved several HDMI issues, yet created a new one.
  2. I can fully control and power-on the soundbar via HDMI CEC from any remote, even after several power cycles.
  3. To turn off the soundbar I have two options. First, use the TV or Bose remote.  Second, if the Apple TV turns off on its own (or by user command), wait 30-minutes (remember, that’s two separate 15-minute TV auto shut off cycles) for the both devices to turn off.
  4. I’ve tried disabling the TV auto turn-off and instead use the Bose soundbar standby, and that is worse as it will not power anything off (soundbar, TV or otherwise).

Thank you.