How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • Go back-and-forth until satisfied
    Rate the answer you receive.
Ask hongkongpom Your Own Question
hongkongpom, Installer
Category: TV
Satisfied Customers: 2069
Experience:  I am a certified Cable Television installer in the state of Hawaii
Type Your TV Question Here...
hongkongpom is online now

I just bought a 5.1 Sony speaker setup. using it with

Customer Question

hi there - I just bought a 5.1 Sony speaker setup. using it with Samsung 4k tv - I can't get the ARC dolby digital plus audio to work/ activate?
JA: How old is your 4K?
Customer: 2018 I think...
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: samsung ue49nu7100 tv menu works - problem is just that, no other inputs
JA: How long has this been an issue with your 4K? What happened right before this?
Customer: I've just got the surround sound - didn't need it before
JA: Anything else you want the TV Expert to know before I connect you?
Customer: just that thank you
Submitted: 6 months ago.
Category: TV
Expert:  Virtual-mod replied 6 months ago.

I've been working hard to find a Professional to assist you with your question, but sometimes finding the right Professional can take a little longer than expected.

I wonder whether you're ok with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you.

Thank you!
Expert:  hongkongpom replied 6 months ago.

Hello and welcome to JustAnswer!
I am hongkongpom, an independent support technician based in South Africa, that uses JustAnswer to connect with customers.
Please ignore any popup advertisement offers of "Secure Remote Assistance" or a "telephone call", as they are not sent by me.
Please note that I am only allowed to answer ONE question per session.
Thank you!
Please type in the box below, then click on the "Send" button to send me your reply.

Please activate the ARC or Audio control feature on your surround sound system so that the TV detects the connection. Then you can access the ARC/CEC feature on the TV. Also the ARC only works using HDMI not optical cable thank you

A bonus is much appreciated thank you!
Please contact JustAnswer customer service directly for any billing issues.

Customer: replied 6 months ago.
Thanks for getting back to me! So the HDMI works and can get sound, Ive figured out its when Netflix is on 5.1, it activates Dolby + which then doesn’t play sound? But in the Netflix sound setting when I set it to ‘normal’ it then plays? Could that still be that the Sony surround needs to be told to use Arc?!
Expert:  hongkongpom replied 6 months ago.

ARC is always on when it's activated. So once the TV and sound system have it activated you don't need to keep changing it.
What is more likely happening is the surround sound digital stream is not being understood or not available when using the optical. If normal works then that sounds like when the digital stream is PCM rather than Dolby.
If you have the HDMI then keep using that and disconnect the optical.