Contributor I

Playstation 5 5.1 Sonos Surround Sound Not Working

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Hi there, was wondering if someone could help me.

So I have recently bought a Sonos Arc & 2 SL rear speakers and I have been really happy with the surround sound on the built in apps with my TV (I have a 2021 Samsung QN95A), it has been working perfectly.

My PS5 however, is a completely different story. I feel like I have been playing around with the settings now for over a week and I still have had no success.

Initially, I have read that PCM is better quality compared to Dolby/DTS within the PS5’s settings so I started with that. When I switch the output device to AV Amplifier and then ‘number of channels’ to 5.1, Sonos was not identifying the 5.1 channel still only picking up Stereo in the app. So I went into the TV’s settings, where the format was set to ‘Auto’, I switched it to PCM and it was the same. I switched it to ‘Pass-through’ and it flashed up 5.1 on the app however the sound cut out and then it went incredibly deep. Everything that was coming out of the speakers was much deeper, the background noise, I booted up COD and all of the voices were super deep. So I am super super confused as to why this is. I have swapped the HDMI for a newer one and I still have the same issue.

If we then switch over to Dolby/DTS, the speakers output 5.1 but there is half a seconds lag between the video source and the sound output and personally, I can’t play like that.

Can someone please help me fix this issue with PCM 5.1? As far as I was aware, Sonos now support PCM multichannel. I haven’t read anywhere online of any sound distortion when putting the ps5 into PCM 5.1 with the tv format switched to pass-through. Very very confused.

Many thanks

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James L.

Retired Community Staff

Hi @Theheffernator,

Sonos does in fact support LPCM 5.1, so that shouldn’t be an issue. Setting your TV to PCM will likely not mean LPCM and instead restrict the sound output to Stereo PCM, so Passthrough is the correct option here. As for the sound distortion, I’ve not heard of that issue personally, but it sounds like there may be an issue happening with the decoding of the audio somewhere. Try setting your TV back to Passthrough, and powering off the TV, PS5 and Sonos Arc. Wait 30 seconds and power everything back on again and see if the issue persists.

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T

TheheffernatorAuthor

Contributor I

Hi @Theheffernator,

Sonos does in fact support LPCM 5.1, so that shouldn’t be an issue. Setting your TV to PCM will likely not mean LPCM and instead restrict the sound output to Stereo PCM, so Passthrough is the correct option here. As for the sound distortion, I’ve not heard of that issue personally, but it sounds like there may be an issue happening with the decoding of the audio somewhere. Try setting your TV back to Passthrough, and powering off the TV, PS5 and Sonos Arc. Wait 30 seconds and power everything back on again and see if the issue persists.

Hi James,

Thank you for your reply. I have just tried what you asked and at first the Sonos wasn’t receiving any audio from the PS5 when it switched back on, I then switched the output from HDMI E-Arc to TV speakers then back again and the Sonos came back on and was still outputting the distorted 5.1.

Could it be an issue with the compatibility with the one connect box on the QN95A?

Many thanks,

Brandon

James L.

Retired Community Staff

Thank you for your reply. I have just tried what you asked and at first the Sonos wasn’t receiving any audio from the PS5 when it switched back on, I then switched the output from HDMI E-Arc to TV speakers then back again and the Sonos came back on and was still outputting the distorted 5.1.

Could it be an issue with the compatibility with the one connect box on the QN95A?

I don’t believe it’s a general incompatibility issue, though it could be an issue with the One Connect Box itself, so I wouldn’t completely rule that out.

As a test, could you try disabling eARC in the Samsung TV settings and see what result that gives? Does it still output 5.1 (check the Sonos app to confirm) and if so is it still distorted?

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TheheffernatorAuthor

Contributor I

Thank you for your reply. I have just tried what you asked and at first the Sonos wasn’t receiving any audio from the PS5 when it switched back on, I then switched the output from HDMI E-Arc to TV speakers then back again and the Sonos came back on and was still outputting the distorted 5.1.

Could it be an issue with the compatibility with the one connect box on the QN95A?

I don’t believe it’s a general incompatibility issue, though it could be an issue with the One Connect Box itself, so I wouldn’t completely rule that out.

As a test, could you try disabling eARC in the Samsung TV settings and see what result that gives? Does it still output 5.1 (check the Sonos app to confirm) and if so is it still distorted?

Hi James,

I have just turned E-Arc off however, the output switched from the distorted 5.1 to stereo as the ‘Pass through’ option in the TV’s settings is no longer available. So with the E-Arc off it goes back to Stereo in the Sonos App.

James L.

Retired Community Staff

Hi James,

I have just turned E-Arc off however, the output switched from the distorted 5.1 to stereo as the ‘Pass through’ option in the TV’s settings is no longer available. So with the E-Arc off it goes back to Stereo in the Sonos App.

Understood, thanks for trying. I suggest getting in touch with Samsung support to see if there are any adjustments they’re able to suggest, as it seems to me to be a source/conversion issue causing the distorted audio. Please do let me know what they say and/or if you’re able to reach a resolution with them. Best of luck.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

T

TheheffernatorAuthor

Contributor I

Hi James,

I have just turned E-Arc off however, the output switched from the distorted 5.1 to stereo as the ‘Pass through’ option in the TV’s settings is no longer available. So with the E-Arc off it goes back to Stereo in the Sonos App.

Understood, thanks for trying. I suggest getting in touch with Samsung support to see if there are any adjustments they’re able to suggest, as it seems to me to be a source/conversion issue causing the distorted audio. Please do let me know what they say and/or if you’re able to reach a resolution with them. Best of luck.

Thank you for your help. I have dealt with Samsung before when dealing with other devices and they often palm you off to the device manufacturer. If they refuse to take responsibility and send me back to you guys, what are my options?

James L.

Retired Community Staff

Hi James,

I have just turned E-Arc off however, the output switched from the distorted 5.1 to stereo as the ‘Pass through’ option in the TV’s settings is no longer available. So with the E-Arc off it goes back to Stereo in the Sonos App.

Understood, thanks for trying. I suggest getting in touch with Samsung support to see if there are any adjustments they’re able to suggest, as it seems to me to be a source/conversion issue causing the distorted audio. Please do let me know what they say and/or if you’re able to reach a resolution with them. Best of luck.

Thank you for your help. I have dealt with Samsung before when dealing with other devices and they often palm you off to the device manufacturer. If they refuse to take responsibility and send me back to you guys, what are my options?

If it was me, I would push for an escalation at Samsung. I honestly don’t know if that will lead anywhere as I don’t know their processes nor how their support structure is, but this forum thread is public, so you can let them know that we’ve sent you to them and forward this thread if they’d like to take a look. I do not believe that it’s an issue with the Sonos Arc hence why I’m not suggesting getting in touch with our support teams here. It’s also entirely possible that the issue lies with the Playstation 5, but I’d start with Samsung first as that seems the most likely, in my experience.

One thing I haven’t asked yet - do you have any other HDMI sources such as a cable box, streaming device (Apple TV, Fire Stick, Roku etc) or games console you can test in place of the Playstation? If so, does the issue persist on 5.1 content with the TV set to pass-through? If not, we know it’s the PS5 and you should speak to Sony. If so, then it’s likely the TV/connect box.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

T

TheheffernatorAuthor

Contributor I

Hi James,

I have just turned E-Arc off however, the output switched from the distorted 5.1 to stereo as the ‘Pass through’ option in the TV’s settings is no longer available. So with the E-Arc off it goes back to Stereo in the Sonos App.

Understood, thanks for trying. I suggest getting in touch with Samsung support to see if there are any adjustments they’re able to suggest, as it seems to me to be a source/conversion issue causing the distorted audio. Please do let me know what they say and/or if you’re able to reach a resolution with them. Best of luck.

Thank you for your help. I have dealt with Samsung before when dealing with other devices and they often palm you off to the device manufacturer. If they refuse to take responsibility and send me back to you guys, what are my options?

If it was me, I would push for an escalation at Samsung. I honestly don’t know if that will lead anywhere as I don’t know their processes nor how their support structure is, but this forum thread is public, so you can let them know that we’ve sent you to them and forward this thread if they’d like to take a look. I do not believe that it’s an issue with the Sonos Arc hence why I’m not suggesting getting in touch with our support teams here. It’s also entirely possible that the issue lies with the Playstation 5, but I’d start with Samsung first as that seems the most likely, in my experience.

One thing I haven’t asked yet - do you have any other HDMI sources such as a cable box, streaming device (Apple TV, Fire Stick, Roku etc) or games console you can test in place of the Playstation? If so, does the issue persist on 5.1 content with the TV set to pass-through? If not, we know it’s the PS5 and you should speak to Sony. If so, then it’s likely the TV/connect box.

Okay thank you, I will be sure to do that. I do not have any additional HDMI devices that I can use however, I can get access to one over the next few days and will follow up with you once I have an answer. I have already reached out to Sony, this was the first thing I did, and they also requested that I follow up with Sonos.

T

TheheffernatorAuthor

Contributor I

Hi James,

I have just turned E-Arc off however, the output switched from the distorted 5.1 to stereo as the ‘Pass through’ option in the TV’s settings is no longer available. So with the E-Arc off it goes back to Stereo in the Sonos App.

Understood, thanks for trying. I suggest getting in touch with Samsung support to see if there are any adjustments they’re able to suggest, as it seems to me to be a source/conversion issue causing the distorted audio. Please do let me know what they say and/or if you’re able to reach a resolution with them. Best of luck.

Thank you for your help. I have dealt with Samsung before when dealing with other devices and they often palm you off to the device manufacturer. If they refuse to take responsibility and send me back to you guys, what are my options?

If it was me, I would push for an escalation at Samsung. I honestly don’t know if that will lead anywhere as I don’t know their processes nor how their support structure is, but this forum thread is public, so you can let them know that we’ve sent you to them and forward this thread if they’d like to take a look. I do not believe that it’s an issue with the Sonos Arc hence why I’m not suggesting getting in touch with our support teams here. It’s also entirely possible that the issue lies with the Playstation 5, but I’d start with Samsung first as that seems the most likely, in my experience.

One thing I haven’t asked yet - do you have any other HDMI sources such as a cable box, streaming device (Apple TV, Fire Stick, Roku etc) or games console you can test in place of the Playstation? If so, does the issue persist on 5.1 content with the TV set to pass-through? If not, we know it’s the PS5 and you should speak to Sony. If so, then it’s likely the TV/connect box.

Okay thank you, I will be sure to do that. I do not have any additional HDMI devices that I can use however, I can get access to one over the next few days and will follow up with you once I have an answer. I have already reached out to Sony, this was the first thing I did, and they also requested that I follow up with Sonos.

Hi James,

I have been back and forth with Samsung Support and after a few troubleshooting steps, this is what they have said:

“Thank you for patiently waiting, Brandon. I do apologised about this one upon carefully checking this is a known issue with when Sonos Arc is connected to 2020 Samsung TV via HDMI eARC there is some Sound interruption. This caused by data in Sonos HDMI Signal. Sonos & Samsung are aware & are working to correct their respective platforms. Sonos will correct their implementation of HDMI. Samsung will change the way it processes HDMI information so that if any other third party implements HDMI signalling the same way Sonos has, then we can process without issue. Samsung expects to release a software update including improved HDMI inclusively processing in the first half of 2021. Neither product is “Faulty” but we are working together to make these devices work better within the specified HDMI parameters.”

Thoughts?

James L.

Retired Community Staff

Hi James,

I have been back and forth with Samsung Support and after a few troubleshooting steps, this is what they have said:

“Thank you for patiently waiting, Brandon. I do apologised about this one upon carefully checking this is a known issue with when Sonos Arc is connected to 2020 Samsung TV via HDMI eARC there is some Sound interruption. This caused by data in Sonos HDMI Signal. Sonos & Samsung are aware & are working to correct their respective platforms. Sonos will correct their implementation of HDMI. Samsung will change the way it processes HDMI information so that if any other third party implements HDMI signalling the same way Sonos has, then we can process without issue. Samsung expects to release a software update including improved HDMI inclusively processing in the first half of 2021. Neither product is “Faulty” but we are working together to make these devices work better within the specified HDMI parameters.”

Thoughts?

Thanks for sharing that and following up here.

I’m afraid they may have mixed up a different issue with the one you’ve reported. The one they’re mentioning in that quote is in regard to audio interruptions, as opposed to audio distortion that you reported experiencing in this thread. It may be entirely possible that the two are related, and I definitely won’t discount that possibility. I would still like to know the results of a test with a different content source (i.e. not the PS5) to help narrow things down a bit further - have you had a chance to perform that test yet?

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

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