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

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E

Same problems here with a Q95T 55”, If I put HDMI eARC onto “Auto” I get no sound. If it’s turned to  “Off” I get sound. If I leave it set to “Off” and turn on the TV the next day, I get the sound cutting or shuttering off and on every 2 seconds. It’s really frustrating this is not fixed yet!

S

I have a Samsung Q60t 55” (2020) and the Sonos Arc and I am really struggling. So many issues, audio playing out the arc but the app won’t connect and link with the TV, tv remote turns up the inbuilt speakers so I get weird phasing. I can see the Sonos artwork on the tv source but it doesn’t recognise it as the Sonos Arc (it has previously). Every hour of every day is some new unsolvable issue. 

E

That’s great news, is there an ETA though?

M

Got the same here CvH7.  Brand new Q95T 75” delivered this afternoon.  If I leave the TV on eARC off, I see Dolby Atmos for some Netflix and Amazon Prime app movies, and some that say they are Atmos just say Dolby Digital 5.1 in the Sonos app info  If I enable eARC I get no sound on anything anywhere.

I’m hoping this will be resolved in the next 27 days (return period).  If not, I’m not sure what Samsung will offer or do. It was an expensive TV here in the UK.

E

same issue here, Q95T Sonos Arc full SETUP, Spent 8 hours on the phone! One company blames the other. Good job sonos and Samsung. clap clap..:clap:

controlav
Userlevel 7
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Why wasn’t this resolved before the Arc launch? Sonos must have tested a bunch of combinations, and should have notified the other manufacturers of issues and worked with them to have the fixes ready for launch.

This is common practice in the AV space, especially for complicated items like HDMI interop.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
C
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good stuff @Mikelev ! Let’s hope they work something out quickly and we can put this behind us and just enjoy the products :)

M
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Just has a response from the Presidents Office at Samsung stating “our AV team has advised that they are indeed in contact with Sonos and awaiting response from their technical team. As soon as a response is received from them, I will be in touch with you. “

So Both sides are definitely aware and need to work together - come on Sonos!

C
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@Mikelev at least an update with some comforting feel to it. Now lets hope they are actually working together and get this sorted asap!

M
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Update from Sonos as follows:

Hi Mike,   Thanks for the information.

The behavior you have reported and have experienced has already been notified directly to Samsung developers for further investigation. 

Sonos and Samsung engineers are working together to get this issue resolved as soon as possible.

- Once there is an update, we will make sure to notify the affected customers.

Thanks again.   With best regards,    Olivier H. Sonos | Customer Care | Contact Us
N
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Following this closely for a resolution. I’m still within the return timeframe. 

C
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@106rallye The linear setting works fine and does give surround sound yes, however there does seem to be a difference in sound quality and “immersion” when the “Dolby” setting in enabled, which sounds better than the linear mode, however with “Dolby” I get the delay in sound vs. video… I have my PS4 connected to the one-connect box, so the sound is sent via there to the Sonos system. (DTS i know is not supported) Not sure how i can get lip-sync working properly when using “Dolby” setting

 

I agree with your comment on the one-connect box. it appears that is indeed where the problem lies unfortunately… I just raised the issue with Samsung support here in Holland, and they said they will send me a new One-connect box straight away. I told them I don’t think that will change the issue, but they want to try it anyway. Guess it’s never a bad thing having a spare one-connect box given they are crazy expensive haha. Still doesn’t fix the issue though :(

 

 

106rallye
Userlevel 7
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@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...

T

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. 

C
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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.

T

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. 

T

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. 

A
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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. 


 

M
Userlevel 4
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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.

C
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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?)

C
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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.

I
Userlevel 2

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.

M
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Thank you for your help. Mikelev. I think I’ll downgrade to a Samsung Frame - which has eARC - and just hope that works. Do I go straight to the ARC, not the AMP, and if so, how does that impact my Sonos wired ceiling speakers which are direct from the AMP?

Appreciated…. 

 

No - I wouldn’t downgrade to a frame (not necessarily a downgrade btw, more a design choice but picture not as snappy), as the issue appears to be the e-arc via one connect which is not confirmed but being investigated. So you may have the issues as well with the frame as other users appear to have on the forums. I may be wrong regards the AMP, but I believe it is not eARC capable, so if you want the ability for uncompressed sound then you need to connect eARC to eARC so that would be a direct to Sonos Arc connection (apparently there is a device called the Arcane Fury that can turn Arc to eARC and is coming soon). Regards the Amp and ceiling speakers, i can’t comment as no experience of a multispeaker surround system using amp. I have the ARC, Sub and 2 One’s at the rear. I think it lacks the height for Atmos, so really intrigued if there is a way to combine ceiling speakers and get the a more realistic Atmos experience. Don’t get me wrong, the Arc and sub is an amazing combo, and you can tell the difference with Atmos content and it maybe that the upwards firing speakers play their part, its just not that apparent.

Need to add you would not need the Arcane Fury if connecting eARC to eARC with Sonos ARC, however it may be an option if using amp, however as mentioned not sure how amp functions as part of an Atmos or multi channel set up?

M
Userlevel 4
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Thank you for your help. Mikelev. I think I’ll downgrade to a Samsung Frame - which has eARC - and just hope that works. Do I go straight to the ARC, not the AMP, and if so, how does that impact my Sonos wired ceiling speakers which are direct from the AMP?

Appreciated…. 

 

No - I wouldn’t downgrade to a frame (not necessarily a downgrade btw, more a design choice but picture not as snappy), as the issue appears to be the e-arc via one connect which is not confirmed but being investigated. So you may have the issues as well with the frame as other users appear to have on the forums. I may be wrong regards the AMP, but I believe it is not eARC capable, so if you want the ability for uncompressed sound then you need to connect eARC to eARC so that would be a direct to Sonos Arc connection (apparently there is a device called the Arcane Fury that can turn Arc to eARC and is coming soon). Regards the Amp and ceiling speakers, i can’t comment as no experience of a multispeaker surround system using amp. I have the ARC, Sub and 2 One’s at the rear. I think it lacks the height for Atmos, so really intrigued if there is a way to combine ceiling speakers and get the a more realistic Atmos experience. Don’t get me wrong, the Arc and sub is an amazing combo, and you can tell the difference with Atmos content and it maybe that the upwards firing speakers play their part, its just not that apparent.

T

Thank you for your help. Mikelev. I think I’ll downgrade to a Samsung Frame - which has eARC - and just hope that works. Do I go straight to the ARC, not the AMP, and if so, how does that impact my Sonos wired ceiling speakers which are direct from the AMP?

Appreciated…. 

 

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