Skip to main content
jameskelly257
Trending Lyricist I
July 19, 2020

Arc just started dropping out

I have an Arc, sub and 2 play 1s setup. For a month now the setup was fine. No sound issues at all. No changes made to my network either. Since yesterday my arc keeps dropping out intermittently.  For no reason whatsoever.

I have tried wifi and ethernet. Same issue. I have had to turn the arc off and revert to TV speakers

Diagnostics submitted are 726026310.

Please can someone at Sonos help.

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    48 replies

    Show previous replies
    Kyle A
    Kyle A
    Retired Sonos Staff
    August 14, 2020

    Hi @natasha69, thank you for the update.

    I’m glad that you found a solution and thank you for sharing this information here.

    Curious, what is the model of your TV? I would like to know the ports available for the TV.

    HDMI-CEC works with the HDMI-ARC port of the TV. Curious that it has an effect on standard HMDI ports.

    If you need further assistance, feel free to reach out. 

    Help others find useful content by clicking the like button and selecting the best answer to your question
    natasha69
    Contributor I
    August 14, 2020

    Samsung JS9500

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 15, 2020

    Hi @natasha69, Thank you for the information.

    I’ll research anything related to the TV. 

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

    the community is here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    HughSA
    Lyricist I
    August 18, 2020

    I’m having the same problem - ARC has started dropping in/out

    ARC

    2 x Ones

    Boost

    Hisense 65M7000UWG

    getting tired of the many problems in a couple of months of Sonos ownership.

     

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 18, 2020

    Hi @HughSA, thank you for reaching out and welcome to the community.

    Thank you for taking the time to troubleshoot this, I would like to know how the Sonos Arc is connected to the TV.

    Is it through the Optical adaptor or the HMDI-ARC? If it’s through ARC, the issue is being looked at by our engineers.

    There’s no Time Table for a solution yet as of this moment, Fixes will be announced on either the Main Community page or the Large threads on the topic.

    I would like you to test the Optical connection to your TV, to see if the issue persists.

    If you’re already using the Optical connection and you’re having audio dropouts; please take a diagnostic of the Sonos system in the Sonos app.

    Settings > Help & Tips > Submit Diagnostic and post the confirmation here.

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

    Help others find useful content by clicking the like button and selecting the best answer to your question
    HughSA
    Lyricist I
    August 18, 2020

    Hi Kyle - I do not use optical cable, I'm connected via hdmi cable to tv hdmi-arc. For first month of use it was fine, now it's annoying enough for us to consider turning Arc off and reverting to hifi system.

    Hugh

    scottmackenzie323
    Lyricist I
    August 20, 2020

    I received the ARC today. I wasn’t able to connect via the App for some reason. I hooked it up to my TV with the cables provided, and the sound comes in and out intermittently.  Frustrating - I see there are many others with this intermittent sound issue. I wish I would have known of this issue before I purchased.  

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 21, 2020

    Hi @HughSA, sorry for the late response and @scottmackenzie323, welcome to the community.

    @HughSA, the sentiment is understandable, as a consumer of electronic goods as well.

    I would feel frustrated if my purchase wasn’t working correctly. Since the issue is currently being looked at by our Engineers.

    All we could do for the moment is to provide the best experience as much as possible.

    it’s understandable if you choose not to use the optical option; as the Arc is meant for HDMI-eARC. 

    We apologize for the issue and hopefully, we get a solution soon. We’ll have it announced here in the Community if we do.

    @scottmackenzie323, are you able to complete the setup for the Sonos Arc? I would just like to confirm.

     

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

     

    Help others find useful content by clicking the like button and selecting the best answer to your question
    bclarkep
    bclarkep
    Lyricist III
    August 29, 2020

    I'm having the same problem 

     

    LG CX OLED

    Sonos Arc plus 3rd gen sub

    and Apple TV 4k

     

    the audio goes in and out every second. I have to reboot the Sonos or TV to fix it. It then it's good for a few hours. It does it if I have eArc or arc over HDMI. Using a high speed hdmi cable and the hdmi cable that came with Sonos arc. 

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 29, 2020

    Hi @bclarkep, thank you for reaching out.

    Thank you for getting our attention to this and the issue is currently getting looked at by our engineers.

    We don’t have any information to share for the moment.

    We recommend the Optical connection option if it would be a more stable experience.

    We will notify the community on this issue if we have more information to share.

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

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Show more replies
    Terms & ConditionsAccessibility statement