Contributor I

Answered

Arc and Sky Q

12 replies
1647 views

Hi got my arc Wednesday connected it to tv through hdmi arc port turned on sky q all was fine until I wanted to watch a film on Netflix or Disney + app through sky, there sound when watching trailers but no sound once I select a film to watch, any help would be much appreciated

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Jean C.Answer

Retired Sonos Staff

Hello @brents82,

Welcome to the Sonos Community and thank you for reaching out with your question about your Sonos Arc.

If you are still experiencing audio issues, please start by submitting a diagnostic report from your Sonos app while this occurring and post the confirmation number here so that I can take a look.

You should also confirm that your Arc is connected via HDMI/ARC or eARC directly to your TV and that the TV is passing a supported format on to Sonos.

Any further details that you can provide regarding the source of your media (cable, streaming, DVD) and the manufacture/model of your TV could help us help you to resolve this issue.

Help others find useful content by clicking the like button and selecting the best answer to your question.

Jean C.Answer

Retired Sonos Staff

Hello @brents82,

Welcome to the Sonos Community and thank you for reaching out with your question about your Sonos Arc.

If you are still experiencing audio issues, please start by submitting a diagnostic report from your Sonos app while this occurring and post the confirmation number here so that I can take a look.

You should also confirm that your Arc is connected via HDMI/ARC or eARC directly to your TV and that the TV is passing a supported format on to Sonos.

Any further details that you can provide regarding the source of your media (cable, streaming, DVD) and the manufacture/model of your TV could help us help you to resolve this issue.

Help others find useful content by clicking the like button and selecting the best answer to your question.

B

brents82Author

Contributor I

Hi thanks for reply

diagnostic conformation number is

811398398

Arc is connected through hdmi arc via Samsung connect box the issue only happens when watching Netflix and Disney + apps through sky q if audio is set to Dolby digital plus, which you need to receive Atmos, there is no sound output at all but if I stream direct through the tv thereis no issue With sound on either app

Jean C.

Retired Sonos Staff

Hello @brents82,

Thank you for your response and diagnostic report number.

I’ve noticed that some Samsung TVs aren’t passing the DD+ signal through correctly when eARC is enabled.

If you disable eARC within the TV settings when playing Atmos content from your Sky Q box, does this audio issue resolve?

Help others find useful content by clicking the like button and selecting the best answer to your question.

F

FBhoy86

Lyricist III

Hi @Jean C.

I’m also having this issue. If eARC is enabled then I get no sound from the Sonos Arc.

I can confirm if I turn this off, I do then get sound.

Any idea on a timescale on your developers looking into this issue?

Regards

Frank

Jean C.

Retired Sonos Staff

@FBhoy86,

Thank you for reaching out information here on the Sonos Community.

We are now aware of this playback issue and are working to resolve it.

Unfortunately I do not have a time-frame for when this might occur. Please keep an eye out for further information here or on our announcement forum.

Help others find useful content by clicking the like button and selecting the best answer to your question.

H

hoffw68

Contributor I

I also have the ARC and I am having a similar frustrating result when watching Netflix or Disney+ via connected Roku Ultra with content that is DD+. Sound cut out intermittently or just goes away entirely. Was told by Sonos tech to just switch to PCM rather than bitstream essentially defaulting to 2-channel stereo (didn’t spend that kind of money for stereo sound); also stated it was a Roku issue. Playing same sources directly through LG TV works fine. Oddly I have received Atmos through both methods, but via Roku it is Inconsistently problematic.
Sad thing is especially after the Beta test and possible update, I am no more impressed with the ARC (sound quality and stability) as I am my Beam; should have just bought another Beam instead in hindsight. The Beam worked seamless with the Roku.

Jean C.

Retired Sonos Staff

Hello @hoffw68,

Thank you for reaching out to the Sonos Community with your issue.

The current reliable workaround is to disable the eARC when using DD+ audio and only enable eARC when you are playing Dolby Atmos True HD audio.

Help others find useful content by clicking the like button and selecting the best answer to your question.

H

hoffw68

Contributor I

So my aging Denon AVR has no issue dealing with processing DD+ audio and DTS for that matter, but your telling me to essentially switch to 2-channel audio (switch from Bitstream to PCM)? I am assuming that is what you mean by stating disable eARC?

Jean C.

Retired Sonos Staff

@hoffw68,

I mean Switch to ARC rather than having the eARC feature enabled on your TV.

Help others find useful content by clicking the like button and selecting the best answer to your question.

H

hoffw68

Contributor I

My LG TV doesn’t technically have eARC as an option to enable/disable, but yet it does pass Atmos. So even though I prefer the functionality of the Roku, seems using TV Apps (Tablo, Netflix, Disney+) is the direction I’ll have to take due to limitations between Sonos and Roku; at least if I want improved sound. Either that or switch back to my Beam which sounds just as good as Arc anyways. Thanks.

Show more replies

Sign up

Login to the community