No audio - TV stops outputting audio after updating to firmware release 04.70.07

wizave

I am having an issue with my OLED65C7P-U. I can consistantly reproduce this problem. Any input device that sends digital 5.1 or higher audio over HDMI to the TV will cause all the inputs (including the built in Netflix, Amazon, and Hulu apps) to stop processing audio when you switch the input to a new device. The only way to temporarly fix it is to run the Sound Test under the sound menu on each input. I have been dealing with LG for a week on this issue and no one seems to have an answer for me. This does not happen when you switch from a device that is only outputting PCM stereo over HDMI. We need this fixed ASAP LG!
Firmware 04.70.07
Nothing fixes this problem, factory reset, unplugging for a day, nothing.

This issue just started with this recent firmware release 04.70.07. LG please release an update that fixes this issue.

AtomMan47

Follow up on my 2017-12-16 post.  4.70.36 downloaded to my TV overnight and sound seems to be working for now. 

wizave

Has 04.70.36 fixed this audio issue? I am hesitant to install it.

Albionix

I have same problem with my new OLED65E7 with non-LG HDMI-connected devices (Sony Blueray, Spectrum cable box, Roku3).  My solution until LG fixes the bug is to take the power off the whole system (after making sure the DVR is not recording), wait 20 seconds, then restore power. It has worked every time so far.  I assume it resets all the HDMI connections.

AustinFTW

Same as above, I followed the instructions from http://www.lg.com/us/support-product/lg-OLED65C7P

In my case I had a FAT32-formatted USB stick and copied the firmware file from my Mac, the TV had no issues detecting the new firmware and applying it. 04.70.36 definitely resolves this issue.

freedoms

This issue is solved with the latest firmware [04.70.36]
It states in the specs for the new firmware that, "To improve OLED model Dolby no audio issue when switching HDMI input."
You should be able to download it and install it from a USB thumb drive. Just create a folder named LG_DTV and drop the file into that folder.
The firmware is located on this page: http://www.lg.com/us/support-product/lg-OLED55B7A

tomwalden34

I am atill waiting for “automatic” update from  4.70.07.  There appears to be no way to do otherwise directly on TV.  12/18/17

RichmondDan

Different models take different updates.  Mine’s still on .07.

wizave

My TV says there are no updates available. How did you get 4.70.36. installed? 

AtomMan47

I just bought a OLED65C7P.  Sound worked fine initially through my Yamaha RX-V661, and the WebOSTV Version shipped with the TV was 3.6.0 - 2091 (dreadlocks2-dorrigo) whatever that is.  When I turned on TV this morning, I had this same problem.  Only sound I can hear is Live TV or Netflix.  All 4 HDMI inputs no longer give sound.  I discovered that my OS had been updated to 3.60.16.  I will try the suggested fixes but this is ridiculous for a high end expensive TV.

AustinFTW

Thanks for the update! I can confirm 4.70.36 resolves this issue for me as well! Thanks LG for turning this around quickly!

gkhicks

Great news!  It appears that LG has released the fix for this particular issue... 4.70.36.  Switching HDMI sources that are sourcing dolby programming appear to be working properly now.

Whether or not there are other issues will take some experimentation... but this update was welcomed!

RichmondDan

 Tom Walden, yes my TV is a 2017 model. I prefer not to experiment with it, because it is working fine now and so many others have had problems. I think you can understand. Sorry. 

tomwalden34

Interesting. Is your TV 2017 make? Would you put cable box in HDMI IN 1 and see if audio may be dropped when input is swtched from DVD player to cable?  Thanks. 

RichmondDan

Very strange.  I have OLED55B7P running 4.70.07, with cable box into HDMI-3 and DVD player into HDMI-4.  I’m using optical audio out to Sony 7.1 channel sound system and have no problem switching back and forth between HDMI inputs.

wizave

Ask to have your support case escalated with LG. This is definately an issue with the firmware. LG replaced the main board on the TV with one with the previous firmware and everything is ok. Unfortunately now I had to disconnect the TV from the Internet so that I don't accidently update the firmare again. There is no way to turn off the update notification every few hours other than by disconnecting it from the Internet. LG has multiple cases open for this issue and so far no results. 

HanfordNM

I'm now on my third TV, 2 of model OLED55B7P and 1 of OLED55C7P.  Every time I do the software upgrade, kaplooie, the sound stops on HDMI port switches until I run the sound test.  Sounds like some of you are getting better results than I am in speaking with LG.  All I get is it must be the fault of one of my other devices - even after eliminating all the other devices.  I even tried the software upgrade with nothing plugged in - same result.  On the plus side, I spoke with the buyer for Costco, and they were going to talk to LG because they can't have truckloads of TVs returned to them.

tomwalden34

Same problem here.  LG's Customer Service and subsequent LG support page advised manual upgrade from current 07.70.07 to 07.70.30.  Unfortunately my OLED55C7P-U (bot 11/17/17) USB In 2 port where my USB flash drive (version 1?) is inserted, complains that my file format is not readable.  I have to wait for LG to getting around to offer upgrade in automatic mode.  Sigh.

briannk

Add one more to the list! Same issue, worked fine until updated software. Can't believe LG let this go for more than a month. Awaiting the 'fix' To do the work around each time is ridiculous; especially for a high end TV.

gkhicks

LG was supposed to have the "fix" out last month... and I see from a note above, that they are now stating mid-December.  Fingers-crossed, but a bit upset that they knowingly pushed this firmware out to the general public after acknowledging the issue prior to posting!  It began with an attempt to "Support TrueHD audio format through HDMI"
I suspect that this where they broke it.
LG, are you listening?

AustinFTW

Thanks for the update! Hopefully LG comes through quickly. At least we don't have to convince them there's an issue now...

BTR

Just an update... spoke to LG VIP support and the firmware update is less than 2 weeks out so a little while to wait for the fix. 3 ways to fix ...1) perform sound test...2) switch to HDMI 2 then back to your desired input...3) unplug TV then plug back in.    LG recommends sound test!

DrPhibes

We have a brand new (1 week old) OLED55B7 TV and a SH4 soundbar connected to it. We have the TV connected to the soundbar by optical. A SKY satellite box is connected to the TV’s HDMI2 port. The problem we have is that when we turn the TV on we get no sound (the TV defaults to HDMI2 – the SKY box). The SH4 soundbar shows “OPT/HDMI ARC” in the LED screen. We have to change the source to either Live TV (Freesat) or Netflix (both of which have sound) and then change back to HDMI2 to get sound working on HDMI2 (the SKY box). We have connected the SKY box to the TV with a brand new high speed HDMI cable to see if that cured the problem but it doesn’t.

BTR

Add another to the list.  My 3 day old, out of the box Oled B7 decided to do the very same thing. After firmware update then no sound.  Having a few of these modern electronics do strange things after firmware updates, I unplugged the set, hit the power bottom on the set, plugged it back in and sound was back......until air switched inputs again. No sound.  As stated above, the HDMI switch to hdmi 2 and then back to 1 or 3 fixes the issue along with sound test or unplugging it.  LG will go back,to store this weekend if no solution forthcoming from LG.

costaj31

I loaded software version 04.70.30 and the same problem continues...I will continue to call LG about a fix.  Sigh.  Anyone get this problem fixed?

costaj31

I am having same audio problem on OLED55C7P (lose audio when switch HDMI inputs).  When will LG fix this?

gkhicks

Just applied the latest firmware that was posted LG US... 4.70.30... in hopes that it fixed the dolby sound issue... still not good!  :-(

gkhicks

LG acknowledged the issue in late October... yet pushed the firmware out to the public the first week of November.  No idea when a fix for the faulty firmware (4.70.06/07/10) will be released, but to LG's credit, they finally pulled the firmware from the support website!

mprimar

I had the same "no sound" issue after installing latest software (49UJ6500).  Reset to Factory Settings and went through the setup.  The sound is back.

Bmglickman

I am having the exact same issue with my brand-new 65E7P. LG sent out a company that ended up replacing the main circuit board. Same issue. No solution (other than the sound test hack). Totally unacceptable for a top-of-the-line TV.

AustinFTW

@johndrust @wizave

I'm still getting a bit of a runaround on this from LG but planning to try optical tomorrow and escalate from there. I do have a case open and it seems this hasn't been widely reported (yet).

Out of curiosity which brands of AV Receivers are you guys using/having problem with? I've tried two Sony STRs and have the same issue on both.