OREI BK-929 / BK-929U 8K HDMI eARC Audio Extractor Troubleshooting Guide – OREI

Introduction

This guide helps you troubleshoot common issues with the OREI BK-929 and BK-929U 8K HDMI eARC Audio Extractor. Both models use the same hardware platform. The BK-929U adds CEC support through firmware, while the BK-929 does not support CEC. Use this guide to identify symptoms, check basic setup items, and resolve audio, video, handshake, firmware, and control issues quickly.

Issue description

The BK-929 and BK-929U are HDMI eARC audio extractors designed to send video to a TV, projector, or monitor while routing audio to an eARC soundbar or AV receiver. This guide covers common issues such as no audio, eARC handshake problems, audio delay, video resolution limits, intermittent dropouts, CEC behavior, firmware updates, and complete signal loss.

Signs

No audio from the soundbar or receiver
Audio plays only in PCM stereo instead of Dolby Atmos or surround sound
eARC LED is blinking or never establishes a connection
Audio starts 1 to 2 seconds late when playback begins or when skipping / fast forwarding media
Source outputs 1080p instead of 4K
Ultra-wide resolutions are not detected
Brief black screen flashes or micro stutters
Intermittent video or audio dropouts
TV turns on or off unexpectedly
Source remote does not control soundbar volume
CEC commands do not work on the BK-929U
Dolby Atmos drops to Dolby Surround after an HDR or aspect ratio change
The unit appears powered on but no video or audio passes through

Basic troubleshooting steps

Confirm the soundbar or receiver is connected to the SOUNDBAR OUT port, the TV, projector, or monitor is connected to the TV OUT port, and the media source is connected to the SOURCE IN port.
Use certified Ultra High Speed Certified HDMI 2.1 cables.
Confirm the display, source device and soundbar / AVR support the resolution and audio format you want to use.
If you are using an older AVR, confirm HDCP 2.2 compatibility.
Follow the recommended power-on sequence: display first, source device second, BK-929 / BK-929U third, and soundbar or receiver last.
If possible, test with a different HDMI cable, HDMI port, display, or source device to isolate the issue.

Advanced troubleshooting steps

1. No audio output or audio not working

If you are not getting audio, or if the source only outputs PCM stereo instead of Dolby Atmos or surround sound, the issue is often related to EDID negotiation, source audio settings, or the HDMI power-on sequence.

Check the source device audio settings and select the highest supported audio format.
On Apple TV, go to Settings > Video and Audio > Audio Format and enable Dolby Atmos.
On PS4, go to Settings > Sound and Screen > Audio Output Settings > Audio Format Priority and set it to Bitstream.
On Xbox, go to Settings > General > Volume and audio output and set the audio format to Bitstream.
If audio still outputs as PCM stereo, power cycle the display, extractor, source, and soundbar in the recommended order.
Try a different media source

IMPORTANT: The BK-929 and BK-929U are designed for eARC soundbars such as Sonos Arc, Sonos Beam, Bose Smart Soundbar, and similar devices. The soundbar must be connected to the SOUNDBAR OUT / eARC port. The TV OUT port is for the display only.

IMPORTANT: The BK-929 and BK-929U do not support audio extraction from an ARC/eARC TV. An external media source is required to extract audio to the soundbar or AVR.

2. Audio delay at playback start or when skipping

If audio starts 1 to 2 seconds after playback begins, or if there is a delay when skipping forward or changing content, the system may be renegotiating the HDMI handshake.

Disable standby or auto-sleep on the soundbar if that option is available.
Reconnect the HDMI cables securely at the source, extractor, display, and soundbar.
Power cycle the system using the recommended sequence.
Try a different media source.
Try setting a lower audio format on the media source.
Change HDMI cables to rule out cable issue.

3. Video resolution issues

If the source outputs 1080p instead of 4K, 4K is limited to 30 Hz, or ultra-wide resolutions are not detected, the issue is often related to cable bandwidth or EDID negotiation.

Replace all HDMI cables with certified Ultra High Speed Certified HDMI 2.1 cables.
Avoid using fiber optic HDMI cables.
Confirm the display supports the target resolution and refresh rate on the selected HDMI port.
Remember that the BK-929 passes the display EDID to the source, so the source output may be limited by the display EDID.
If possible, test with a different display or HDMI port to compare results.

IMPORTANT: Ultra-wide resolutions such as 5120x1440 or 3840x1440 are not supported. If you use a display that has an ultra-wide native resolution, the video may appear cropped to 3840x2160 (4K) or 2560x1440 (2K) resolution.

4. Black screen flashes, micro stutters, or intermittent dropout

Brief black screen flashes, micro stuttering, or intermittent video and audio dropouts are often caused by loose connections, a firmware issue, unsupported resolution or refresh rate, or a problematic TV HDMI port.

Reseat all HDMI cables on the source, extractor, display, and soundbar.
Update the firmware to the latest available version after confirming the correct file and process with OREI support.
Try a different HDMI port on the TV or projector.
Use certified Ultra High Speed Certified HDMI 2.1 cables.
Try changing the HDMI cables.
Verify if direct connection between media source and TV or Projector works fine.
Try a lower resolution from the media source.

5. TV randomly powering on or off

If the TV turns on or off unexpectedly when switching inputs or waking devices, CEC interference may be the cause.

Temporarily disable CEC or HDMI Device Link on the TV to test whether the issue stops.
Reconnect the system one device at a time to identify which device is triggering the power event.
If the issue continues, power cycle the entire setup and test again.

6. No volume control from source remote

If the source remote does not control soundbar volume, the behavior depends on the model and CEC support.

Confirm your model. The BK-929 does not support CEC, so volume control from the source remote is not available through CEC.
If you are using the BK-929U, enable CEC on the TV, source device, and soundbar.
Test volume control again after all devices have CEC enabled.

If you're still facing issues with CEC on your BK-929U, reach out to the support team for a firmware update.

7. Firmware update requests

If you need the latest fixes or compatibility improvements, the unit may require a firmware update using the correct file and process.

IMPORTANT: Do not update the firmware without first contacting the OREI support team to confirm the correct file and process.

8. Unit not working at all

If there is no video and no audio, and the system appears to be powered but nothing passes through, the issue may be a temporary handshake failure or a problem with another device in the chain.

Unplug the BK-929 / BK-929U, wait 30 seconds, and reconnect it.
Test the source device directly to the display to isolate whether the issue is with the extractor or another device.
Reconnect the extractor and test one device at a time.
Try changing the HDMI cables.
Connect the power adapter to a different wall outlet.
Check if the LEDs on the front of the unit are lighting up as expected.

Contact support

Contact OREI support if the steps in this guide do not resolve the issue. When you reach out, please have the following information ready:

Your setup details, including how the devices are connected
The problem you are facing and the troubleshooting steps you have already tried
Your purchase invoice or order number
The model numbers of your media devices, TVs, and other equipment, if available

Our support team is available via phone or email between 9 AM to 5 PM CST, Monday through Friday.

Email: info@orei.com

Phone: +1 877-290-5530

Disclaimer

Troubleshooting results may vary depending on your connected devices, cable quality, and system configuration. Use the steps in this guide at your discretion, and contact support if you are unsure about any setting or connection.

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