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edm71056
Contributor I
July 6, 2020

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

    Show previous replies
    CvH7
    Lyricist III
    October 22, 2020

     

    What is stopping you from connecting the ARC and the TV with a 2.1HDMI cable?

    I used the hdmi cable supplied with the Sonos and even bought a new high quality 2.1 hdmi cable with the same result.

     

    Do you have sound issues even when the e-arc functionality is turned off? 

    Stephen Binnersley
    Lyricist II
    November 2, 2020

    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.

    Have you resolved this issue? Does this issue happen for tv via sky tv ? 

    horshamhector
    Lyricist III
    November 2, 2020

    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.

    Have you resolved this issue? Does this issue happen for tv via sky tv ? 
     

    Yes still have the same problem, have to use optical cable and yes it does happen for Sky Q tv with lip sync issues

     

    CvH7
    Lyricist III
    November 2, 2020

    Update from my side, Samsung released a new auto-update of the firmware and after this update I turned the e-arc to “auto” and for the first time using this setting, there was sound!

    I tried a few “Atmos” enabled content on Netflix, and various other sources and everything worked fine without any sync issues. 

    So far everything is still working, and I also have not experienced the intermittent audio loss (yet).

    Fingers crossed this will stay like this and the problem is solved for good.

      horshamhector
      Lyricist III
      November 3, 2020

      I am pleased to say that after reading CvH7 helpful comment and downloading the Samsung TV update, I disconnected the optical cable, plugged in the hdmi cable to e-arc and voila it works! No lip sync issues with Sky Q  and sound works well on Netflix etc. Thanks all!

        CvH7
        Lyricist III
        November 3, 2020

        glad to hear others are able to get it working as well.

        So far, I have had 2 instances where the sound dropped and in those cases i switched the e-arc back to off, that way I could get sound again.

        then turning the TV off and turning e-arc back on again, the sound was working fine.

        not sure why it drops sometimes, but perhaps some glitches still. Hopefully it remains working for the most part

          Johannes Russ
          Contributor I
          November 3, 2020

          Hi,

          i am planning to use a similar setup with a Samsung GQ55Q95TGT and a Sonos Arc as well. But I was hoping to use the Apple TV 4K connected to the TV. Does this make sense and will the TV be able to pass through Dolby Atmos now with the new software update? 
           

          I understood that HDfury Arcana might be helpful, but I’m wondering if I need this at all now?

          Thank you. 

          Postmanpat
          Lyricist I
          November 7, 2020

          I’ve the Sonos Arc and just purchased a Samsung 65 Q95T, its running 1402, one connect box, and have eArc turned on, sound initially worked only as stereo for Sky Q,  the TV just recognises the soundbar as a receiver unlike my Q90R which knew it was an Arc as soon as it was plugged in. For Sky I’ve changed the output from PCM/Auto to pass through and according to the Sonos app I’m receiving all the correct sound, Netflix and other streaming apps seem to work fine when its set to PCM/Auto. Not getting any issues sound wise at the moment. Going to test it all weekend and any issues the TV will be going back on Monday. If the Sonos app is showing all the correct sound inputs I am to take it all is working now as intended?

          Nigel_24
          Contributor II
          December 3, 2020

          It’s baffling. I have a samsung 950T with one connect box, running sky and native apps. I have had the problem from the day I purchased the Arc on both sky and the native apps and the inbuilt tv receiver. For a while, some days that I turned the tv on i would get the i second sound drop...for the last three weeks it happens every single time the tv is turned on. The only way I have found to sort it is to pull out the hdmi lead for a few seconds to get tv sound, and then reconnect again. For me, this is both a problem that should never be happening with such expensive items from both companies, and also is now a problem that is worse than ever. Six months of misery.

          tonyts
          Lyricist I
          December 10, 2020

          This worked for me;

          1. disconnect eARC cable
          2. reset tv
          3. reset arc
          4. install arc and follow exact instructions.

          55” 2020 the frame with ARC bar.

           

          talked with both sonos and Samsung support.

          Sonos blames Samsung for not following standards. They also said that the Samsung firmware update from 7th December should/will work.

          Samsung just asked me to the above list. The update is downloadable and upgrade through usb stick but I didn’t manage that to work.

           

          didn’t think the reinstall would work but it actually did.

           

          cheers

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