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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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    48 replies

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    Krishma M
    Krishma M
    Retired Sonos Staff
    October 30, 2020

    Hi @Steve11111111111, welcome to the Sonos Community! I appreciate you reaching out here and submitting a diagnostic. Let me direct you to this thread as well as you may have experienced the same. Also, when did you submit the diagnostic? Is it when the problem existed? Was the TV off that time? Make sure you submit it when you encounter the problem and the TV is on. Also, what is your source/content playing when you encounter the issue? 

    Keep us posted here. We and the community are always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    Barrett87
    Lyricist II
    November 1, 2020

    The issue has started again. My tv is on my Sonos is connected and currently dropping out as I write this. My diagnostics are 1958129682

    thank you

    Krishma M
    Krishma M
    Retired Sonos Staff
    November 6, 2020

    Hi @Barrett87, thanks for getting back to us and submitting another diagnostic. What content and source are you using when you encountered it? Does it happen to all sources? Have you also checked/tested the audio format and HDMI eARC status? Keep us posted here. We and the community are always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    ledzep1
    Headliner II
    November 7, 2020

    @Krishma M 

    Just curious what do you mean by testing/checking HDMI eARC status?

    Krishma M
    Krishma M
    Retired Sonos Staff
    November 11, 2020

    Hi @ledzep1, thanks for your response. What I mean is check the status of HDMI eARC on your TV, if you can toggle it. The same goes for the audio format if it will make any difference. 

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

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    claywd
    Lyricist II
    January 26, 2021

    Okay This started happening to me last week. I can confirm that if I power cycle the device it fixes the problem temporarily. I also noticed that it happens more often under more complex codecs like Dolby Atmos. 

    This prompts two possible problems. 

    1. The cable is overheating and we just need a higher quality metal used in the hdmi cable
    2. The Arc itself has resistors and capacitors which are struggling to conduct signals due either to manufacture defect, possibly bad firmware managing and regulating temperature, or possibly bad heat sink/fans/etc.

     

    We need solutions Sonos. These things are not cheap

    dandyo666
    Lyricist I
    February 8, 2021

    I am having precisely the same issue and is beginning to become a real issue. Unplugging and rebooting the Arc every day is simply not good enough. At some stage this will simply damage the Arc and what comeback is there on that?

    I have an LG E9 65 connected via eArc - this is now a daily nuisance for a device that cost close to €1000 really is not acceptable

    Kolevas
    Lyricist I
    May 30, 2021

    My Arc also drops out for a few seconds at random intervals it’s only about 6 weeks old. 
     

    Samsung UA55KS8500

    Apple TV model A1842(64gb)

    using HDMI supplied with Arc

    All software is updated 

    Diagnostics #194831508

    I have 12 Sonos products and this is the first one to really let me down. 

    Is there fix or do I send it back?

    Regards

    Peter

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