Sound randomly switching between TV speaker and soundbar

[zsc0re]

I have a Sony soundbar HT-X8500 and a Sony Android TV KD-49XG9005BU.  I have connected these via the eArc connection using HDMI. I purchased this HDMI cable https://www.amazon.co.uk/gp/product/B07KWNPZ1L

Now, the following happens frequently when viewing TV (either internet streams, cable etc.)
- the TV output continues to randomly switch between the TV Speaker and Audio System (soundbar).

I have no idea why this is happening.

Has anyone experienced this issue before please?

Thanks
Ben

[zsc0re]

As a side note, what is the procedure to raise a support ticket and software bug for investigation with Sony?

I couldn't see a way to do this on the website.

Thanks. 

[Win_88]

Hi @zsc0re

You can contact Sony through any of the methods listed here to report a problem: https://services.sony.co.uk/supportmvc/en/Contact/Email

Win_88

[zsc0re]

So, I can't force the HT-X8500 soundbar to use ARC vs. eARC.

Next option is to try a different HDMI cable.

Any suggestions on a HDMI cable please?

As a side note, when playing Amazon Prime videos, I often see a HDMI error message on playback and have to restart playback of the Prime video.  I wonder if it is related.... 

Thanks

Ben

[royabrown2]

@zsc0re 

Prime in 4K? But even if not (and perhaps especially if not!) oh yes, try a new cable. 

Amazon's own ‘HDMI 2.0’ cables are fine for 4K, and have the Ethernet line needed for eARC, but now might be the time to invest in at least one quality 8K/48 Gbps/HDMI 2.1 one, for a bit of future-proofing.

[zsc0re]

Ok, brief update. 

Purchased new HDMI cable https://www.amazon.co.uk/gp/product/B083C1LQ8J/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1 , but no change in the TV and soundbar behaviour - audio continues to switch constantly between TV speaker output and Audio System output (soundbar).  This happens regardless of the visual output method e.g. live broadcast TV vs, internet content. 

I will now go through the formal Sony support route as I am not sure what else to try.

Thanks for all the input and guidance.

Ben.

[rooobb]

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@zsc0re  ha scritto:

[...]  Interestingly, I could not see a way to force ARC vs eARC on the soundbar (after looking at the manuals).   [.... ]

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Page 28 of the HT user manual....

Press and hold SPORTS for 5 seconds
to set the function to on or off.

eARC function on
The HDMI and BLUETOOTH indicators flash.
eARC function off
The Dolby ATMOS and DTS:X indicators flash

[zsc0re]

Hi @rooobb  - would you expect that I have to do this [hold Sports for 5 seconds to set eARC off] every time I turn on the TV and soundbar?  I wasn't sure.  

The issue is still ocurring randomly, audio switching between TV speaker output and Audio System output and vice-versa.  It happens on live terrestrial TV, internet streams, XBox gaming.  

I've contacted Sony Support - I'm hoping this is a simple end-user config issue which is causing the sound switching

Thanks

Ben

[rooobb]

You said you didn't find the way to force eARC and I answered to that. I didn't imply anything else

[zsc0re]

Another observation - the HT-X8500 soundbar frequently shows all six lights flashing at the same time.  I was looking through the manual to find what this means.  Would anyone know?  I presume it means some kind of communication failure?  

Thanks.

[Joe_Dohn]

The Manual seems to suggest that the soundbar may be overheating as it mentions "make sure nothing is obstructing the ventilation holes of the Sound Bar." on page 35.