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Arc microphone constantly turns off and off by itself

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arc microphone constantly turns off and off by itself with alexa and smart lg tv eARC connection.

arc volume control always works with tv.

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Corry PAnswer

Sonos Staff

Hi @hogan1 et al

We now recommend that anyone affected by this issue get in touch with our technical support team directly for a resolution. Thank you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Ken_Griffiths

I don’t think toggling it makes it go away. It automatically turns off and on regardless. I think if voice assistant is turned off, the problem goes away. The guy in this thread turned off Alexa voice assistant. I was using Sonos voice assistant but getting the same problem.

The only thing I can think of is 1) between the two of us we got four broken units, all with the same issue (read: unlikely) 2) there’s something about the device being connected to a Vizio that is causing the issue, and the issue may persist even after being disconnected from the TV once it’s been set up that way. Nothing else makes sense.

It sounds like a hardware fault, but what are the chances of getting two faulty units?… can’t say I’ve known that happen to two different people …and I’ve seen others here with a Sonos Arc and Vizio TV’s and no mic issue, so it is certainly baffling.

Sorry to ask this, but can you just perhaps confirm that the mic on/off toggle switch and mic LED is on the upper right hand surface of the Arc, as it has been known in the past where users have installed their Arc the wrong way up - so I’m just ruling out that perhaps being the case here.

J

Jonnydrama32

Avid Contributor I

It’s sitting on a console and yes, it’s in the top right.

Ken_Griffiths

It’s sitting on a console and yes, it’s in the top right.

Thanks - just thought it worth checking, as sometimes these type of things get missed. 👍

I’m baffled by the cause, as normally a replacement device has immediately solved this extremely rare type of issue in the past. I guess it’s going to be down to the Staff to find the answer to this one.

J

Jonnydrama32

Avid Contributor I

It’s sitting on a console and yes, it’s in the top right.

Thanks - just thought it worth checking, as sometimes these type of things get missed. 👍

I’m baffled by the cause, as normally a replacement device has immediately solved this extremely rare type of issue in the past. I guess it’s going to be down to the Staff to find the answer to this one.

I just spoke to customer service and they’re refusing to look at Hogan1’s diagnostics without his permission, even though the easiest way to resolve this would be to look at both arcs and see if there’s a commonality causing it. Sonos CS is so bad that it makes me just want to return everything. I don’t see how it’s a privacy issue to look at diagnostic reports.

Airgetlam

GDPR can be troublesome.

Bruce

Ken_Griffiths

I just spoke to customer service and they’re refusing to look at Hogan1’s diagnostics without his permission, even though the easiest way to resolve this would be to look at both arcs and see if there’s a commonality causing it. Sonos CS is so bad that it makes me just want to return everything. I don’t see how it’s a privacy issue to look at diagnostic reports.

I dunno either? - I guess you might have to keep pushing things forward with your own issue/reports for now. Hope you get it sorted.👍

J

Jonnydrama32

Avid Contributor I

GDPR can be troublesome.

But they must look at collective data to fix issues. It would be too hard to diagnose problems looking only at individual devices. If everyone is having the same issue, doing the same thing, then it creates a precise means of fixing an issue.

H

hogan1Author

Trending Lyricist I

all

my sonos level 2 tech support person has given up. he gave me this link to the next level of tech support.

i have an telephone appointment next monday

try this

https://support.sonos.com/s/schedulecxappointment?language=en_US&ServiceTerritoryId=0Hh8V000000oz14SAA&CaseId=5008V00001eQz41&AppointmentTemplateId=0VS8V000000gTZGWA2

oh yeah, i have 1 2023 LG OLED tv not visio,

UKMedia

@Jonnydrama32 Just to try and narrow this down another level, are you able to remove SVC and briefly install Amazon Alexa on the Arc to rule out an SVC issue?

Remember: Sometimes Red Wine helps :)

J

Jonnydrama32

Avid Contributor I

@Jonnydrama32 Just to try and narrow this down another level, are you able to remove SVC and briefly install Amazon Alexa on the Arc to rule out an SVC issue?

I could. SVC works fine on the eras connected to the same surround. The issue is the on/off is impossible to recreate with regularity. When I first turn on the Sonos to play something, it can take an hour or two before the issue occurs. And then it may happen incessantly for ten minutes. Makes it almost impossible to figure out if you've fixed it.

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