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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.

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    bclarkep
    bclarkep
    Lyricist III
    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. 

    That's unfortunate as the product is essentially named after the arc port it should work stable on that port. Dolby Atmos does not work on digital optical either, and but rate is lower. I think I'm just going to return the arc, sun 3, and both SLs as this has already happens 4 times not in 24 hours. After setting Sonos products in customer home for 3 years I'm honestly shocked at the quality control here. Sonos comes with a high price and it seems this product was not ready for market yet.

     

    I have a a denon receiver with Klipsch setup with eARC and has never dropped out or had this issue with my CX Oled. Was hoping to simplify my setup with Sonos.

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 29, 2020

    Hi @bclarkep, 

    We understand the decision and as long as the 45 - day return hasn’t passed;

    you should be able to get your money’s worth back. I’ll be sure to pass this along as feedback. 

    If you need further assistance, feel free to reach out. The community is here to help.

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    Krishma M
    Krishma M
    Retired Sonos Staff
    October 9, 2020

    Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
    Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
    Currently, the update appears to only be available for US models and via a manual USB update.
    Reach out to Samsung for further assistance and hope this helps.
    We and the community are always here to help.

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    davidmsilver18
    Lyricist II
    October 19, 2020

    I too am running into this issue. I’ve submitted a diagnostics report (1958126133), could someone look into it for me?

     

    I’ve got an LG B9 TV. Connected to the Sonos ARC via HDMI.

    davidmsilver18
    Lyricist II
    October 20, 2020

    Happened again - here are two more diagnostics: 1172257731 and 233777187

    @Kyle A @Krishma M wondering if you could take a look?

    Krishma M
    Krishma M
    Retired Sonos Staff
    October 20, 2020

    Hi @davidmsilver18, thanks for reaching out here and for submitting the diagnostics. You may want to check this thread as well which may help you with the issue. It seems like the eARC connection is unstable. What source do you normally use when encountering the problem? 

    Just let us know. We and the community are always here to help.

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    Barrett87
    Lyricist II
    October 25, 2020

    This started happening with my arc this week. I bought it about 4 weeks ago and it worked fine until now. 
    it drops out every 5 seconds, it’s connected to a Samsung Q80T. If I unplug the Sonos it fixes the problem for about a day then starts doing it again. That cannot be the solution for a £800 Sonos.
    It works fine if I stream music from my phone to the sound bar, it seems like it’s just the tv it’s happening to

    my diagnostics : 1161598627

    Krishma M
    Krishma M
    Retired Sonos Staff
    October 25, 2020

    Hi @Barrett87, welcome to the Sonos Community! I appreciate the diagnostic and let me help you with this. I assume you submitted the diagnostic when it’s fine because I’m not seeing any problem. It’s best to submit it after encountering the problem so we would see any problem with it. Have you also checked the thread I’ve shared to help you with the Samsung TV? Because we have an ongoing issue and already reported to Samsung and working with them to address the problem. Hope this helps. We and the community are always here to help.

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    Barrett87
    Lyricist II
    October 26, 2020

    Thank you for the quick response. No the issue persisted when I did the diagnostics. It’s working fine at the moment but when it happens again il be sure to give diagnostics.

      Steve11111111111
      Lyricist I
      October 29, 2020

      This is driving me insane! 

      Started a week or so ago every few hours, now it’s every 15 seconds at best and you have to power cycle the TV and sound bar.

       

      Arc + Sub using the provided HDMI cable into a Sony BRAVIA X9500G 75. 

      Nothing else connected via HDMI.

      Submitted diagnostics 1401973551.

       

      @Krishma M @Sonos Is there an update for this?

       

      The product is unusable, it’s very close to being launched off a balcony 

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