Hi johnmc2016 and Nick777
Thank you for bringing this concern to our attention.
You can refer to this FAQ URL which provides a solution that is designed to assist when the ARC feature is not working and both the TV and audio system are compatible with the ARC feature.
If the troubleshooting steps do not help, you may need to send your unit to a Service Centre or request for Home Service for further diagnosis. Pleae contact the Sony offices/Sony representative offices nearest to your place of residence in Asia Pacific region. Due to proximity, they are in a better position to respond to your questions or concerns.
Thanks!
Regards
Ann