shric

As I said I called Amazon and didn't hear back for two hours then got a callback. The amazon CSR had been holding on for Klipsch for two hours. She had a Klipsch CSR on the line and I spoke with him. Nice, knowledgeable guy but by then I wasn't at home any more. He said he would call my the next morning at 9. He called at exactly 9AM. we went through some things and he actually got my TV model number and looked up the Owners manual online to verify the the optical settings were compatible and the setting were fixed. So, the port appears to be bad he offered warranty service but I said I would just return it to Amazon. I can't imagine ever having to deal with Klipsch CS again. This is a real shame, it must be lack of commitment from management. I really like the quality of the build and the configuration of the product but no way will I ever buy Klipsch again. Thanks again for all your help.

Please see my response below. Spoke to Amazon. Thank you.

Wow. I had no idea. I did quite a bit of research due to the lockdown. I never saw anything particularly negative about Klipsch support. They are a disaster. I can't understand why such a famous brand has such poor support. I purchased it through Amazon so I contacted them a bit ago. The frontline CS rep passed me to a more technical person who asked some good questions, all of which I have tried. She asked me if I would mind if she called Klipsch and have someone from there conference with her and me. I said not at all but good luck getting through. She had a different number to call other thanh the published CS number. I told her I had been on hold for hours and didn't get through. She said : "Let me call them and wait on hold so you don't have to. Then When I have them I will call you." Wow. That was about 45 mins ago so we shall see what happens. Thanks to all for your help and advice. I think this unit is going back and I don't think I'll be buying another Klipsch product again. Very sad.

I unplugged after the update. Then plugged it back in.

You were right! Had the wrong forrnat. Reformatted and the update worked. Update worked but still no sound. On hold now! Update: I stayed on hold for 1 hour and 1 minute. An announcement said : "No product support agents are available to take your call now. Please call back later." Then the line went dead. I understand that many are working from home but this type of support is tailor made for remote support. Basically all you need is a phone line, computer and broadband. I ran a customer support department for a software publisher. This makes no sense. Is it always this way? I think I'm just going to have to return it to where I purchased it. I'm going to try one more time.

Thnak you so much for the response. I actually have done everything you mention here except verifying the format on the thumb drive, which I will. I tried the Klipsch method on the update. I also tried the method in the video you shared. I opened the service request last week. I called yesterday and held on for product support. It took quite awhile to get picked up from on hold. Once I got someone on the line, I accidentally hung up on them while walking toward the living room! Ugh. I will try again today. While on hold, I took a shower and shaved. lol.

Thanks for the response. There is no settings on the TV for the optical output, just HDMI inputs. I tried changing the inputs to all possible settings but no luck.

I just received a new Bar 48 and I need to use the optical connection, not having an HDMI ARC port on my tv. I cannot get any sound out of the bar through this connection. I paired it to my iPhone and I can play music just fine. I have attempted a firmware update but it will not work the way the instructions indicate. Any help would be appreciated. I have opened a ticket with support, FYI. Have not heard anything back yet. Very disappointed in the response from customer service. I use the optical connection out of my Panasonic plasma to my surround system and it works fine. I have also tried the HDMI out of my Directv receiver and got nothing there as well. Bad ports maybe?

Thank you!

Thanks for the response. The only setting on the TV audio under "advanced setup" are turn the speakers off/on and the 3 HDMI input types. I also tried connecting the optical output from the Directv box to the Bar 48 optical and couldn't get any sound. Do any of these Klipsch bars ever have bad ports? Thanks again.

I did try that my TV is an older Panasonic plasma it doesn't have much but turn the tv speakers off or on. I actually use the optical connection to connect to my surround sound so it must be active. Thanks for the suggestion, though. I have a ticket in with Klipsch but it's been two days and haven't heard anything. I may just have to return it and find something else.

I just received a new Bar 48 and I need to use the optical connection, not having an HDMI ARC port on my tv. I cannot get any sound out of the bar through this connection. I paired it to my iPhone and I can play music just fine. I have attempted a firmware update but it will not work the way the instructions indicate. Any help would be appreciated. I have open a ticket with support, FYI. Thanks, shric