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

wizave · November 2017

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.

jimsol1 · November 3, 2017, 7:41 pm

Same tv, same issues. Actually returned first tv to Best Buy and second tv did same thing. I was troubleshooting and found unplugging tv and replugging it would return sound. Then discovered sound test which made it a bit easier. Switching between hdmi inputs with remote triggers sound failure but I was able to get sound back by going to hdmi 3 first then back to 1 or 2. Still not happy. Jim

wizave · November 5, 2017, 9:45 am

Jim, I recommend you open a case with LG support. They need to know this is a widespread issue caused by this latest firmware. Otherwise they will never look at this with any sense of urgency. The more of us that do so will hopefully make them release a fix soon.

wizave · November 9, 2017, 3:30 pm

LG replaced the main board with a new board running 03.60.16 and this issue went away. I turned off auto updates so that 04.70.07 will not apply itself. LG please look into this and release a patch so that I can update my TV without worring about the same issue occuring again.

AustinFTW · November 12, 2017, 3:41 pm

I'm having the exact same issue, and given I just purchased that TV (ironically on I got on the day the firmware was made available) and this is quite frustrating. I don't have any exotic setup, just the sound for all inputs to the receiver through HDMI ARC (and verified the issue on two different receivers). As pointed in the original post this doesn't seem to affect stereo signals; and either doing a sound test or in my case switching to the ARC input and then back to the desired input resolves the issue.

LG please acknowledge this issue and let us know you are adequately prioritizing and working on a firmware fix to be rolled out as soon as possible. Everything else about this TV is fantastic, but this is certainly disappointing.

johndrust · November 15, 2017, 12:43 am

it’s the software update without a doubt 2nd tv in 2 days doing same problem with me after i️ installed the software update after first time setup took 1st tv back to pc richard thinking tv was defective and i️ just hooked up 2nd tv with no problems at all and after doing update same thing happened again no sound on any hdmi ports

AustinFTW · November 15, 2017, 6:29 pm

@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.

Bmglickman · November 17, 2017, 3:42 am

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.

mprimar · November 19, 2017, 7:21 pm

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.

gkhicks · November 22, 2017, 10:42 pm

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!

gkhicks · November 24, 2017, 10:23 pm

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! :-(

costaj31 · November 27, 2017, 6:30 pm

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

costaj31 · November 29, 2017, 12:39 am

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?

BTR · November 29, 2017, 2:23 am

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.

DrPhibes · November 29, 2017, 4:09 pm

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 · November 29, 2017, 11:39 pm

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!

AustinFTW · December 2, 2017, 1:32 pm

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

gkhicks · December 2, 2017, 2:47 pm

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?

briannk · December 3, 2017, 3:02 pm

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.

tomwalden34 · December 3, 2017, 6:33 pm

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.

HanfordNM · December 4, 2017, 3:30 pm

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.

wizave · December 7, 2017, 8:50 pm

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.

RichmondDan · December 10, 2017, 5:20 pm

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.

tomwalden34 · December 10, 2017, 10:23 pm

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 · December 11, 2017, 1:40 pm

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.

gkhicks · December 13, 2017, 5:38 pm

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!

AustinFTW · December 14, 2017, 1:28 am

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

AtomMan47 · December 16, 2017, 7:14 pm

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.

wizave · December 17, 2017, 9:19 pm

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

RichmondDan · December 18, 2017, 12:32 am

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

tomwalden34 · December 18, 2017, 2:37 pm

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

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

Comments

Subscribe and Save 20% on Your First Water or Air Filter*

Become an LG Power User

Win $500 Gift Card, LED OLED 4K TV