Article ID : 00138463 / Last Modified : 07/12/2022Print

Can't hear TV sound from the soundbar, home theater system, or home audio system

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    This information provides various steps to troubleshoot your sound issue. Check if the sound issue is resolved after completing each step.

    Note: If there is no sound coming from the wireless subwoofer or surround speaker refer to the No sound comes out of the subwoofer article instead.

    The steps and menus may vary. Check your manuals for model-specific information.

    1. Perform a power reset or restart of the TV.
    2. Turn off your audio system and the TV, then disconnect the cables between your TV and the audio system, and then reconnect them. Make sure the cables are secure at both ends, then turn on your TV followed by your audio system.
    3. Check if your TV has an HDMI® port labeled ARC or eARC/ARC.
      • If your TV has an ARC or eARC/ARC label:
        1. Connect one end of the HDMI cable (sold separately) to the HDMI IN (ARC or eARC) port on your TV.
        2. Connect the other end of the cable to the HDMI OUT (ARC or eARC) port on your audio device.

          HDMI (ARC or eARC) connection

          • A - HDMI OUTPUT (ARC or eARC/ARC) on the audio device
          • B - HDMI cable (high-speed HDMI cable)
          • C - HDMI INPUT (ARC or eARC/ARC) on the TV
      • If the HDMI ports on your TV aren't labeled ARC or eARC/ARC:
        1. Connect one end of the HDMI cable (sold separately) to any HDMI IN port on your TV.
        2. Connect the other end of the cable to the HDMI OUT port on your audio device.
        3. Then, connect an optical audio cable from the TV's OPTICAL OUT port to the OPTICAL IN port on your audio device.

          Audio system connected to TV using HDMI cable and Optical Digital audio cable

          • A - HDMI OUT port on the Audio System
          • B - HDMI cable
          • C - HDMI IN port on the TV
          • D - Optical Digital IN port
          • E - Optical Digital Audio cable
          • F - Optical Digital OUT port
          • G - Audio Analog IN port
          • H - Audio Analog cable
          • I - Audio Analog OUT port

          Note: If you can't connect your TV and your audio device with an optical digital cable, use an audio cable instead. For details, check the Connecting with a TV section in the Startup Guide of your home theater system or home audio system. Manuals are posted on your model support page.

    4. Make sure the audio output setting of your TV is set to the audio system and not the internal speakers. Check your TV manual for more information.
    5. Make sure that the setting for Control for HDMI or BRAVIA Sync of your TV and audio device is set to ON.
    6. Make sure that the ARC feature of your audio device is set to ON or AUTO.
    7. Make sure that your audio device is set to the TV input.
    8. Change the TV audio output setting to PCM and check whether the sound is output.
      • If the audio device connected to the TV doesn't support compressed audio (such as MP3, ACC/HE-AAC, WMA9 Standard, or LPCM) the sound may not output, depending on the type of broadcast or video. Check your TV and audio device manual for more information.
    9. Update your audio device software to the latest version. Downloads are posted on your model support page.
    10. If your TV is a Sony model, update the TV software to the latest version.
    11. Replace the audio cables (HDMI or optical) being used to connect your audio system to the TV.