Enthusiast I

15.8 update is a nightmare

Forum|Forum|3 years ago
September 21, 2023
147 replies
8179 views

i have samsung tv that connected to beam 2 by HDMI to Earc until yesterday every thing work fine.

after the update to 15.8 the beam refuses to connect to the tv. i talk with the support and we tried everything. the only way to get the beam to connect is unplug the power cable and plug it back every time i turn my tv this is the only way. since yesterday that what i do every time i turn my tv.

its a nightmare sonos have to fix this issue.

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Pinned Reply By Corry P

Hi @orenhazan et al

There was a similar issue recently whereby Beams would have no audio when playing TV audio coming from certain Samsung TVs, which has now been resolved. As your TV and Beam seem to be losing the connection between them, however, this seems like a different issue. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Show previous replies

M

Majo Bordáč

Lyricist III

Unfortunately, nothing was fixed for me 😬

J

Jimmmyf

Lyricist I

I discovered this thread after my Beam gen 2 would disconnect from my Samsung S95B and only a power cycle on the beam would allow it to reconnect. Each time I turn off the TV, the beam would loose connection via HDMI earc resulting in the TV speaker being active.

This solution won't work for everyone but the problem for me was because I had a network wide adblocker (on my Unifi Router). For some reason, that interfered with the connection. After disabling it, everything is working again.

O

orenhazanAuthor

Enthusiast I

I discovered this thread after my Beam gen 2 would disconnect from my Samsung S95B and only a power cycle on the beam would allow it to reconnect. Each time I turn off the TV, the beam would loose connection via HDMI earc resulting in the TV speaker being active.

This solution won't work for everyone but the problem for me was because I had a network wide adblocker (on my Unifi Router). For some reason, that interfered with the connection. After disabling it, everything is working again.

i don’t think it’s related to the issue but i am glad that it help you.

i try to connecnt anoter beam 2 with 15.7 frimware to the same network and the same router and the same tv and the beam connect to tv every time i turn on the tv.

when i replace my beam that have the 15.8 frimware the beam not connect to the tv when i turn the tv on until i power cycle the beam.

also after i spoke a lot of time with sonos technical department they admitted that it’s a frimware issue and they working on a fix.

i replace my tv to the samsung S95C 77 and everything works as it should.

D

DizzyBoyUK

Lyricist III

Just contacted Sonos support again myself to follow up on this and got an unhelpful robot…...for want of a better phrase. They refused to acknowledge the issue, tried to take me through all the step by step troubleshooting yet again. Couldn’t tell me whether it was actually being investigated either.

Becoming so dillusioned with Sonos now. Used to think it was a good quality brand but the complete lack of action or even public acknowledgement of the issue is really disappointing, if no fix in the next month or so I’ll have no choice but to contact the retailer to arrange a return. I didn’t spend hundreds of pounds on a sound bar and surrounds to have to unplug it multiple times a day to get it to work…….terrible customer service.

Ken_Griffiths

Just contacted Sonos support again myself to follow up on this and got an unhelpful robot…...for want of a better phrase. They refused to acknowledge the issue, tried to take me through all the step by step troubleshooting yet again. Couldn’t tell me whether it was actually being investigated either.

Becoming so dillusioned with Sonos now. Used to think it was a good quality brand but the complete lack of action or even public acknowledgement of the issue is really disappointing, if no fix in the next month or so I’ll have no choice but to contact the retailer to arrange a return. I didn’t spend hundreds of pounds on a sound bar and surrounds to have to unplug it multiple times a day to get it to work…….terrible customer service.

Did you try the workaround mentioned to save you having to unplug the Soundbar until Samsung/Sonos fix the issue? Also, instead of chatting to a Bot have you actually phoned Sonos Support to speak directly to their Staff?

Here are their contact numbers -

https://support.sonos.com/en-us/contact-global

D

DizzyBoyUK

Lyricist III

Just contacted Sonos support again myself to follow up on this and got an unhelpful robot…...for want of a better phrase. They refused to acknowledge the issue, tried to take me through all the step by step troubleshooting yet again. Couldn’t tell me whether it was actually being investigated either.

Becoming so dillusioned with Sonos now. Used to think it was a good quality brand but the complete lack of action or even public acknowledgement of the issue is really disappointing, if no fix in the next month or so I’ll have no choice but to contact the retailer to arrange a return. I didn’t spend hundreds of pounds on a sound bar and surrounds to have to unplug it multiple times a day to get it to work…….terrible customer service.

Did you try the workaround mentioned to save you having to unplug the Soundbar until Samsung/Sonos fix the issue? Also, instead of chatting to a Bot have you actually phoned Sonos Support to speak directly to their Staff?

Here are their contact numbers -

https://support.sonos.com/en-us/contact-global

Yes I’ve spoken to them on the phone and via chat (not bot chat)…...and I’ve tried multiple work arounds, the only viable one is a smart plug I refuse to connect it via optical as that disables most of the feature and introduces lip sync issues.

Ultimately though I shouldn’t have to keep contacting or try work arounds….it should just work and if they’ve broken something, roll it back.

Ken_Griffiths

Did you try the workaround mentioned to save you having to unplug the Soundbar until Samsung/Sonos fix the issue? Also, instead of chatting to a Bot have you actually phoned Sonos Support to speak directly to their Staff?

Here are their contact numbers -

https://support.sonos.com/en-us/contact-global

Yes I’ve spoken to them on the phone and via chat (not bot chat)…...and I’ve tried multiple work arounds, the only viable one is a smart plug I refuse to connect it via optical as that disables most of the feature and introduces lip sync issues.

Ultimately though I shouldn’t have to keep contacting or try work arounds….it should just work and if they’ve broken something, roll it back.

You only have to look online to see all the issues with Samsung TV’s and Soundbars from "different" manufacturers to see that some of their TV models have had lots of issues and it seems every other brand of TV is not having these issues with Sonos - so I’m still not ruling out that it might be a Samsung update that’s needed here and Sonos maybe adapting to cater for their hardware issues.

Anyhow there’s little doubt it should be fixed at some point, but a roll-back of firmware is not the answer here, as every other make/model of TV needs to be considered. I’m somewhat surprised though that switching off eARC on the TV and rebooting all did not work for you.🤔 Maybe try another heac 1.4+ compatible cable and see if that makes a difference.

If you can’t wait for the fix though, then you’ll just have to return your device to the retailer. Personally speaking I would not keep ‘regularly’ power-cycling the devices, if you can possibly avoid that, as that may (perhaps) do more harm, than good.

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