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Steve G.
Steve G., Engineer
Category: Consumer Electronics
Satisfied Customers: 17948
Experience:  VP of electronic repair company. Audio nut since 1974. Home Theater advisor. Vinyl holdout!
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We have a new Sony TV. Just tonight our sound stopped on the

Customer Question

We have a new Sony TV. Just tonight our sound stopped on the TV. We also cannot power the TV off with remote or the power switch. Ideas?
JA: Just to clarify, what's the exact model of your Sony? And can you guesstimate how old it is?
Customer: Brand New 65 in
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Just tonight. Had the Sonos on music and Tv on. When switched over to TV, no sound on any channels. Still getting Sonos Sound for music
JA: Anything else you want the electronics expert to know before I connect you?
Customer: First interested why I can't even turn the TV off by remote or manually
Submitted: 1 month ago.
Category: Consumer Electronics
Expert:  Steve G. replied 1 month ago.

Hi. I'm Steve and I will be assisting you today. I've been here since 2005.

*** Please note that I cannot take a call right now*** - the site is sending you those prompts, not me. If you need phone support, I can opt out and another expert will help you.

Ok, let's see what we can do here.

Are you using a Sonos sound bar for audio?

Let me know.

Customer: replied 1 month ago.
sound for music works
Customer: replied 1 month ago.
If the lag is too long, I can opt out and do someone I can do a call with.
Expert:  Steve G. replied 1 month ago.

Ok, so you need to tell the Sonos to go back to TV sound.

Hold on.

Customer: replied 1 month ago.
we go back and forth all the time, but this time there is no TV sound. Plus, I can't even turn the TV off - what's that?
Expert:  Steve G. replied 1 month ago.

Ok, so it sounds like you have TV Autoplay switched on in the Playbar options.

Kill power to the TV from the wall. Wait 20 seconds and plug it back in.

Let me know if you get your sound back.

Customer: replied 1 month ago.
The TV is installed in a way that I can't get behind it to unplug. I would have to get the tech who installed it to help. What else can we try? Why would the remote work for cable and everything but sound and power?
Expert:  Steve G. replied 1 month ago.

Are you using the Sony remote? The one that came with the TV?

Or your cable remote?

In this situation, you need the Sony remote.

Customer: replied 1 month ago.
The Sony remote (new batteries) won't respond either. Can't control anything with the TV remote, sound, home, power - nada.
Expert:  Steve G. replied 1 month ago.

Ok, so the TV may be at fault. You are going to have to kill power to it somehow and then power it back up.

If it keeps doing this, you may need to return it.

Can you kill it at the breaker?

Customer: replied 1 month ago.
Maybe. How do I pick this up with you tomorrow. Not satisfied yet.
Expert:  Steve G. replied 1 month ago.

I'm here most of the time. Just reply. I am alerted and if near a PC, will answer as quick as poss.

Again, if your TV keeps doing this, return it for another model.

Good luck.