My TV displays video correctly, but there is no sound coming from the soundbar. I connected everything using HDMI, but the audio is not working. I need a solution so that the sound plays through the soundbar instead of the TV.

Problem Description

The TV shows video correctly, but no audio is coming from the soundbar or AVR even though HDMI is connected.

This usually happens when:

• The TV and soundbar / AVR do not support the same ARC or eARC standard.

• The customer wants higher audio formats (such as Dolby Atmos), but the TV does not support or pass through that format.

• An older AVR does not support ARC.

Step 1 – Check ARC / eARC Support (Mandatory First Check)

Before recommending any adapter or audio extractor, confirm:

• Does the TV have an ARC or eARC HDMI port?

• Does the soundbar or AVR have an ARC or eARC HDMI port?

This information is normally printed next to the HDMI port or mentioned in the product manual/specifications.

If Both TV and Soundbar / AVR Support ARC or eARC

No audio extractor is required.

Direct Connection Setup:

Media Source (Fire Stick / Blu-ray / Laptop / etc.)
→ TV HDMI Input
→ TV ARC / eARC Port → Soundbar / AVR ARC / eARC Port

Important Notes:

• The maximum audio format depends on the TV capability.

• If the TV supports Dolby Digital only, the output will be limited to Dolby Digital even if the soundbar supports Atmos.

Step 2 – When an Audio Extractor Is Required

Recommend an audio extractor such as HDA-929 or BK-929 when:

• The TV does not support ARC or eARC.

• The soundbar supports eARC but the TV does not.

• The customer wants Dolby Atmos but the TV cannot pass Atmos.

• The customer is using an older AVR without ARC support.

Audio Extractor Connection Setup

Media Source
→ Audio Extractor (Source IN)

Audio Extractor (TV OUT)
→ TV HDMI Input (Non-ARC / Non-eARC)

Audio Extractor (Sound OUT)
→ Soundbar / AVR eARC Port

How this works:

• Video is sent directly to the TV.

• Audio is extracted and sent directly to the soundbar / AVR.

Important Limitations:

• Audio quality depends on the media source and content.

• Atmos will work only if:

  • The media source supports Atmos.

  • The content being played is encoded in Atmos.

• The extractor does not enhance or convert audio formats.

• Audio from TV apps cannot be extracted in this setup because the TV HDMI port is not eARC.

Step 3 – Audio Flickering or Dropout Troubleshooting

If the customer experiences audio cutting in and out:

• Use HDMI cables shorter than 30 feet.

• Replace HDMI cables to rule out cable faults.

• Avoid damaged or low-quality HDMI cables.

If the issue continues, escalate to technical support.

Quick Decision Guide (For Agents and Customers)

1. Does the TV and soundbar / AVR both support ARC or eARC?

   • Yes → Connect directly. No extractor required.

   • No → Use audio extractor (HDA-929 / BK-929).

2. Is the customer trying to get Dolby Atmos but the TV does not support it?

   • Use an audio extractor.

3. Is the AVR an older model without ARC?

   • Use an audio extractor.

Information to Collect Before Escalation

Ask the customer to provide:

• TV brand and model number

• Soundbar or AVR brand and model number

• Media source model (Fire Stick, Blu-ray, Laptop, etc.)

• How the devices are currently connected

This helps identify compatibility and reduces troubleshooting time.

Support Contact

Providing our customers with the best support ensures all their experiences with us will be exceptional.

Phone: 877-290-5530
Email: info@orei.com