Arc just started dropping out

Do Sonos not check these pages anymore? 2 days, no response an expensive item not working. Need help.

Hi @jameskelly257, sorry for the late response and thank you for reaching out.

I would like to take a closer look at a diagnostic. Please take a diagnostic and post here the confirmation number.

I would like to know the TV model as well, so we can check for a user manual.

You could also check the HDMI cable if it’s firmly plugged in. 

Update us with your findings with the confirmation number and we’ll take look.

If you have other concerns, feel free to reach out. 

Thanks for your reply.

Diagnostic is 1495881512. Just started happening again today.

I have a samsung qled 8k q800t 65in .

HdMI cable is plugged in securely and is the one supplied with the Arc.

Will wait to hear from you

Hi @jameskelly257, thank you for the update.

I checked the diagnostic, I see the Arc loses the TV signal intermittently.

Arc status got disabled as well, I would like to test if you encounter the audio cutting out during music playback.

If you don’t encounter the same issue, unplug both the TV and the Arc from power. 

Plugin the TV first and let it boot up before booting up Arc.

If you encounter the same issue, try connecting the Arc with the optical adaptor to the TV. 

This is so that we can isolate if the issue only occurs during the HDMI-ARC connection.

Update us with your findings.

ok, so dropouts just occurred again. Diagnostics are 1689890121.

Tested Music Playback, no issues with Streaming Spotify. No dropouts. Went back to TV dropouts continued.

I dont have an optical cable to test. But in all honesty the point of the Arc is the HDMI to eArc connection.

I unplugged Arc and TV, plugged back in. All working ok.

Be great to sort this as now just waiting for it to happen again. Does ruin the listening experience. 

Hi Kyle, I am experiencing the same issue. I purchased a Samsung 65Q80T and Sonos Arc 2 weeks ago. Had the initial issues many have experienced of no Dolby Atmos through any of the installed apps, e.g. Netflix, Disney +, Apple TV. Only way to get Dolby Atmos is to use these apps via my Xbox One S - not ideal, as Apple TV not available on the Xbox.

Yesterday the sound cutout for a second about 40 minutes in to a movie, then again about 30 minutes later. Today the same, but it became progressively worse, dropping out every minute or so. Totally unwatchable. Will try again tomorrow but not optimistic. Powering teh Arc on and off every time does not seem like a great solution. 

Hi @jameskelly257 and @AdrianS, sorry for the late response, and @AdrianS welcome to the community.

@jameskelly257, I checked the diagnostic, it's showing the same errors I’ve seen with the others.

Testing with an optical connection is for isolating if it also happens with that connection or while playing music it doesn’t drop.

At that instance, we isolated the issue with the Arc. I would recommend calling our Phone support as they have other options and will escalate if need be.

@AdrianS, For Dolby Atmos, it depends on the audio source. The Arc just plays what audio format it receives. Kindly check the settings on the Apps you mentioned.

For the rebooting every time, I agree that this shouldn’t be a routine that you need to do for it to work. Rebooting the Sonos Arc and TV is just refreshing the TV - Sonos Arc connection.

I would like to know if also occur during normal music playback and with an optical connection with the TV.

Update us with the findings.

Hi Kyle, thanks for the quick response.

in answer to your question, it cuts out with music too. I have just tried the optical port, and there are no dropouts at all, but obviously no Atmos.

And now if I switch to using native apps I get zero sound with eArc switched on. Not great.

Hi @AdrianS, thank you for the update.

Music Playback has other variables that can cause audio drop-outs; like bad Wifi connection, wireless interferences, and at times service outage.

Yes, unfortunately, the formats that the optical connection supports is limited.

Since we confirm that an optical connection is more stable than the eARC connection.

I would recommend calling our Phone support. They have the option to escalate this if need be.

If you have other concerns, feel free to reach out.

Hi Kyle,

Music was still dropping out when the TV was connected via Ethernet. Also, there are no dropouts when playing through the internal TV speakers. 
I will call support today and log a call...