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edm71056
Contributor I
Jul 6, 2020 5:07 PM UTC

Arc doesn't work with Samsung TV Q95T : If you want Dolby Atmos avoid Samsung Flagship TV's

I bought a New Samsung TV and Sonos ARC Soundbar last week: 

Samsung TV Model QE65Q95TATXXU

Software Version : 1115.5

Connected Sonos Arc to the eARC port 3 on the TV and the Arc only delivers any sound when the eARC is switched off (no Sound on Automatic). The Sound output on the TV is only recognising the ARC as connected to HDMI when it should recognise it as connected to the eARC HDMI port. The Dolby ATMOS compatibility button makes no difference when on or off. Pass through setting makes no difference. Dolby Atmos (DD+) is recognised by the SONOS App when playing directly from Netfix App on TV, this means the TV and SONOS ARC are not talking to each other and not recognising the eARC signal (it should say DOLBY Atmos not DOLBY Atmos DD+). Checked all connections and have rebooted both TV and Soundbar with no success

Not ideal when the TV and Sound Bar cost over £3500, I just want it to work and thats what should be delivered by SONOS.

Spoke to SONOS Support (Xander P) and these are the quotes from him:

It does look like there may be some issues arising when the eARC function on the TV is enabled. DD+ is capable of carrying a compressed ATMOS signal, so you should still be able to experience ATMOS from your Arc. In the mean time however there's no fix for this.

I'm not able to give you a solid answer right now unfortunately, however the Arc is known to work with other TVs so my inclination would be that this is a Samsung issue. We are certainly aware of this however and we are reaching out to Samsung in order to get this resolved.

I would expect this to be fixable via a Firmware update, however I can't guarantee this unfortunately.

We are reaching out to Samsung in order to get this issue resolved. Due to the huge number of TV models and manufacturers, issues such as this do sometimes arise - in any case we are looking in to getting it resolved and we are happy to assist any customers which are affected by this issue.

So basically SONOS are blaming Samsung because the ARC works with other TV's. No firm promise of a fix, not very impressed with SONOS at this point as Samsung could be classed as a major supplier of global premium TV's and you would have thought that SONOS would have ensured their premium soundbar would work with the new Samsung Flagship range, but apparently not.

Suggest SONOS and Samsung get their act together and sort out the issue.

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    92 replies

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    Imagination
    Lyricist III
    Jul 10, 2020 7:11 AM UTC

    Unfortunately, although the Frame has eARC, it has the same problem as the Q95T. The best theory to date is that all Samsung 2020 models with the one connect box (which includes the Frame)are effected.

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      CvH7
      Lyricist III
      Jul 10, 2020 7:14 AM UTC

      It’s amazing that when you spare no costs and buy both brands “flagship”/”top of the line” products because you want the best quality of these two brands, that it does not work together…. hell of a way to spend over 4 grand just to be stuck with customer service teams on both sides.

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        CvH7
        Lyricist III
        Jul 10, 2020 7:17 AM UTC

        maybe a little off-topic, but my google search has failed me. I have the one-connect box at approx. 3 meter distance from my tv (out of sight) but want to get a proper 2.1 (ultra high speed) eARC compatible HDMI cable, however I can’t find any which are longer than 2 meters….

         

        Anybody any tips on a good quality brand that will support the eARC function (when it does work) and has that length cable? (not sure if the HDMI cable in the Sonos ARC is long enough or good enough?)

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        Mikelev
        Enthusiast II
        Jul 10, 2020 7:21 AM UTC

        It’s amazing that when you spare no costs and buy both brands “flagship”/”top of the line” products because you want the best quality of these two brands, that it does not work together…. hell of a way to spend over 4 grand just to be stuck with customer service teams on both sides.

        Yes - agree. TBH the tv may be getting returned for one that does work but that's really a last resort. Very disappointed with this experience.

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        Alberta Beagle
        Prominent Collaborator I
        Jul 10, 2020 12:53 PM UTC

        It’s amazing that when you spare no costs and buy both brands “flagship”/”top of the line” products because you want the best quality of these two brands, that it does not work together…. hell of a way to spend over 4 grand just to be stuck with customer service teams on both sides.

        It would appear the Samsung/ Sonos comparability issues relate to geography. I have a new 2020 Samsung Q80t, ARC, Sub Gen 2 and two One SL’s and am using eArc and receiving Atmos sound. I live in Canada and we do not get the One Connect box here. 


         

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        Beagle
        Ty Rua
        Lyricist III
        Jul 10, 2020 9:08 PM UTC

        Thanks again for the helpful advice. It seems Samsung eARC to the ARC is meant to work, but doesn’t with Atmos - only as a 5.1 surround, which rather defeats its purpose. I’ll buy in the hope a fix is imminent. But as was said, two high-end and very popular products that aren’t friendly! Sad…

        I think the Samsung one connect box here only comes with the Samsung 95T and 950TS 8K models, and the Frames. I’m in New Zealand. 

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        Ty Rua
        Lyricist III
        Jul 10, 2020 9:22 PM UTC

        Alberta

        Saw this on a Samsung site. Seems it answers your situation, but not mine. 

        QUOTE “I have contacted Sonos and Samsung directly with both blaming the other party for the issue and that's disappointing. 

        On discussions with both communities, it now appears that users with the Q80T can connect via eARC, however many users with Q95T and Frame 2020 models cannot get sound via the eARC so potentially a big issue.

        This also now sounds like a Samsung issue, as the standard eARC function not talking to the Sonos Arc via one connect, but other Samsung models are talking to Sonos Arc. I have seen evidence of this on a Q80T where eARC is working and the device shows as Reciever (HDMI eARC), on the Q95T, on setting to Auto you get Reciever HDMI” 

        The contributor goes on to berate the unhelpful and unknowledgeable “specialists” at Samsung. 

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        CvH7
        Lyricist III
        Jul 13, 2020 7:02 AM UTC

        An update after getting the Playbar switched to the ARC. Installed everything and sound comes through when the "eARC" function on the TV is "OFF" only. When switched to "Auto", no sound what so ever... 

         

        When eARC is off, the sound comes through fine and works properly, except on the PS4 Pro.

        There is a setting on the PS4 Pro for Audio to be either "linear", "Dolby" or "DTS". Choosing the "Dolby" or "DTS" option, the sound still works and sounds great, however there is a second or so delay in the sound so this doesn't work. (ex. take a shot in Call of Duty and wait for a second to hear the sound of that shot....) So setting has to be "Linear" to work without lag. 

         

        Have tried different setting combinations on the TV to try and get sound with eARC enabled, but no luck so far. Shame really.…

         

        Can’t believe after reading Ty Rua’s post that this is geography related! So much for an international business…. Hoping Samsung figure out what is happening and come up with a proper solution for this soon. I will raise an issue myself to try and get some pressure on the matter.

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        Ty Rua
        Lyricist III
        Jul 13, 2020 7:14 AM UTC

        Interestingly, I finally called Samsung Support in Australia. They categorically stated there are NO issues with eARC connections with any soundbar. I specifically asked about the Sonos ARC. And The Frame and Q95T. No issues. None. Ever….

        Fortunately I have a transcript so will use this as ammo when the crunch moment comes, and I’ve installed a house full of Samsung and Sonos. 

        Thank to all for your help with the issue. 

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        106rallye
        106rallye
        Jul 13, 2020 7:22 AM UTC

        @CvH7 What's the problem with the Linear setting on the PS4? Doesn't that give you surround?

        DTS shouldn't work because Sonos doesn't do that - my Samsung QE65Q90 translates DTS to stereo. Dolby should be lipsync though….

        Thde problem is nog geography-related as such. It is just that Samsung uses the same model numders in different countries for TV's with and TV's without the Connect box. It seems the problem lies with the Connect box. So countries without the Connect box are good...

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