Playstation 5 5.1 Sonos Surround Sound Not Working

Contributor I

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?

I thought that would be the case, I told him that you hadn’t heard of the issue before but he insisted it was common and that they are looking to repair that issue with an update within the year.

I haven’t managed to do that yet James, I will have access to another source on Saturday so I will get back to you on here once I have that providing you will be on here at the weekend?

Retired Community Staff

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?

I thought that would be the case, I told him that you hadn’t heard of the issue before but he insisted it was common and that they are looking to repair that issue with an update within the year.

I haven’t managed to do that yet James, I will have access to another source on Saturday so I will get back to you on here once I have that providing you will be on here at the weekend?

Yeah, I’m glad that they’re communicating a timeline on a fix. To their credit, they did issue a patch a few months ago for another, similar issue that seems to have cleared it up so I have no reason to doubt the timescale or that the patch is imminent. One thing to be aware of though - Samsung offer updates via two methods; OTA (Over the air/WiFi) and manual installation via USB. From what I’ve seen, the update package usually arrives first, so perhaps check periodically on the Samsung support site for your model of TV periodically to see if a new patch is available sooner than waiting for the OTA method.

I’ll actually be out of the office from Friday 28th May until Tuesday 1st June, but I will certainly check back on this thread when I return. Alternatively, I can have one of my colleagues respond on Monday if that’s preferred.

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

Contributor I

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?

I thought that would be the case, I told him that you hadn’t heard of the issue before but he insisted it was common and that they are looking to repair that issue with an update within the year.

I haven’t managed to do that yet James, I will have access to another source on Saturday so I will get back to you on here once I have that providing you will be on here at the weekend?

Yeah, I’m glad that they’re communicating a timeline on a fix. To their credit, they did issue a patch a few months ago for another, similar issue that seems to have cleared it up so I have no reason to doubt the timescale or that the patch is imminent. One thing to be aware of though - Samsung offer updates via two methods; OTA (Over the air/WiFi) and manual installation via USB. From what I’ve seen, the update package usually arrives first, so perhaps check periodically on the Samsung support site for your model of TV periodically to see if a new patch is available sooner than waiting for the OTA method.

I’ll actually be out of the office from Friday 28th May until Tuesday 1st June, but I will certainly check back on this thread when I return. Alternatively, I can have one of my colleagues respond on Monday if that’s preferred.

Hi James,

Thank you for that. Where do I need to keep an eye on? Which section of the support website?

I am happy to wait for you to return on Tuesday, no rush. I appreciate your help.

All the best

Retired Community Staff

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?

I thought that would be the case, I told him that you hadn’t heard of the issue before but he insisted it was common and that they are looking to repair that issue with an update within the year.

I haven’t managed to do that yet James, I will have access to another source on Saturday so I will get back to you on here once I have that providing you will be on here at the weekend?

Yeah, I’m glad that they’re communicating a timeline on a fix. To their credit, they did issue a patch a few months ago for another, similar issue that seems to have cleared it up so I have no reason to doubt the timescale or that the patch is imminent. One thing to be aware of though - Samsung offer updates via two methods; OTA (Over the air/WiFi) and manual installation via USB. From what I’ve seen, the update package usually arrives first, so perhaps check periodically on the Samsung support site for your model of TV periodically to see if a new patch is available sooner than waiting for the OTA method.

I’ll actually be out of the office from Friday 28th May until Tuesday 1st June, but I will certainly check back on this thread when I return. Alternatively, I can have one of my colleagues respond on Monday if that’s preferred.

Hi James,

Thank you for that. Where do I need to keep an eye on? Which section of the support website?

I am happy to wait for you to return on Tuesday, no rush. I appreciate your help.

All the best

Have a look on this site: Samsung Support Centre and put the model number of your TV in the search box (the model number is quite long and contains a lot more characters than just the type of TV - it’s probably on a sticker on the rear of the TV). Then, scroll down to the Manuals & Downloads section where you’ll find the latest firmware versions available for download.

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

Contributor I

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?

I thought that would be the case, I told him that you hadn’t heard of the issue before but he insisted it was common and that they are looking to repair that issue with an update within the year.

I haven’t managed to do that yet James, I will have access to another source on Saturday so I will get back to you on here once I have that providing you will be on here at the weekend?

Yeah, I’m glad that they’re communicating a timeline on a fix. To their credit, they did issue a patch a few months ago for another, similar issue that seems to have cleared it up so I have no reason to doubt the timescale or that the patch is imminent. One thing to be aware of though - Samsung offer updates via two methods; OTA (Over the air/WiFi) and manual installation via USB. From what I’ve seen, the update package usually arrives first, so perhaps check periodically on the Samsung support site for your model of TV periodically to see if a new patch is available sooner than waiting for the OTA method.

I’ll actually be out of the office from Friday 28th May until Tuesday 1st June, but I will certainly check back on this thread when I return. Alternatively, I can have one of my colleagues respond on Monday if that’s preferred.

Hi James,

Thank you for that. Where do I need to keep an eye on? Which section of the support website?

I am happy to wait for you to return on Tuesday, no rush. I appreciate your help.

All the best

Have a look on this site: Samsung Support Centre and put the model number of your TV in the search box (the model number is quite long and contains a lot more characters than just the type of TV - it’s probably on a sticker on the rear of the TV). Then, scroll down to the Manuals & Downloads section where you’ll find the latest firmware versions available for download.

Okay thank you.

Just out of curiosity, if I buy 2 more One SL’s and have them either side of the Arc in addition to the two SL’s I already have as the rears, will that solve the loss of audio in 7.1 for when I am gaming?

Retired Community Staff

Okay thank you.

Just out of curiosity, if I buy 2 more One SL’s and have them either side of the Arc in addition to the two SL’s I already have as the rears, will that solve the loss of audio in 7.1 for when I am gaming?

No, I’m afraid not. Sonos doesn’t support 7.1 audio at the moment, so a surround setup is maxed out at a soundbar + 2 Subs + 2 surround speakers. I’ll certainly pass on the feedback that you’d like to have the ability to add extra dedicated speakers for front channels to our development team though; it’s a very popular request :slight_smile:

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

Contributor I

Hi James,

Apologies for the huge delay in my response, I have had a busy couple of weeks.
My new 4K Apple TV arrived today and I tested it out in the same HDMI port that the PS5 is plugged into and it was playing 5.1 and Dolby Atmos completely fine, same in all the other ports. PS5 is still distorted when switch to pass-through on the tv settings, and Linear PCM 5.1 in the PS5 settings.
Does this mean it is a specific compatibility issue between the playstation and the Samsung tv?