Question

Arc intermittent sound via TV only after music streaming.

  • 26 August 2020
  • 7 replies
  • 106 views

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No issues when watching TV.

No issues with the TV off and streaming my itunes playlist from my windows laptop via airplay.

As soon as I stop the music streaming and put TV back on (Samsung QLED 90T), the sound from the Arc is intermittent, it keeps dropping in and out.

I pull the master plug to Arc, TV & Virgin V6 box, put them all back on and then no intermittent sound from Arc while watching TV, issue only repeats if I stream music again as described.

I’ve seen other posts about intermittent sound, but those threads are when watching TV, not after music streaming.

On the Sonos app I noticed TV Autoplay and Group Autoplay are on (although I have no other sonos speakers connected). Just wondered if anyone else had similar situation, if not I will contact Sonos support.


7 replies

Userlevel 5
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Hi @PSD 58, Thank you for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming from. Regarding your concern about intermittent audio dropouts on your Sonos Arc. I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue and check on the status of your Sonos system. You may reply to the thread with the confirmation number to assist you with this issue.  

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

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Hi Simon, thank you for the offer of assistance, but the problem now seems to be resolved, to cut a long story short I think I may have been selecting the wrong device to stream to, probably the TV!  I’ve now switched from streaming music to watching TV a couple of times and it all looks fine. 

I’ve only had the Arc for a week and am obviously still getting to grips with the technology, but it’s great too know this forum can be of assistance.

 

Userlevel 5
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Hi @PSD 58, thanks for the update. I’m glad that the issue was resolved

If there's any other issue you're having in the future, feel free to reach out.  

The Sonos Community is always here to help.

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Just for ref problem came back and seems to be a prevalent issue - so have continued my posts under “Arc TV sound cuts in and out” thread.

Userlevel 5
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Hi @PSD 58, thanks for the update. I apologize that the issue occurred again. and thanks for posting it on that thread. But since you’ve made some troubleshooting steps and it still not working properly. We need to take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may gather further diagnostic reports and investigate what could be the main cause of this issue.

Let me know your thoughts with the advice above.

We're here to answer any further questions you have.

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Hi Simon, thanks for responding. I have already contacted the support team, advice being if it happens again to unplug TV for 30 secs (which last time rectified issue), and if not too frequent a problem live with it until sonos & Samsung rectify issue. 

If it becomes too frequent then I’m to reopen the case number and send a diagnostics report. At present I’ve gone a couple of days with no issues, so a case of wait and see - and retailer I bought this from has given me to the end of the month to return the Soundbar if I am not happy.

Userlevel 5
Badge +15

Hi @PSD 58, thanks for the update. I’ll ask you to observe it for now, and If it occurred again, then We’ll help you on this issue. and possibly have it checked with our higher specialist.

Let me know your thoughts with the advice above.

We're here to answer any further questions you have.

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