arc microphone constantly turns off and off by itself with alexa and smart lg tv eARC connection.
arc volume control always works with tv.
Best answer by Corry P
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+4
"I think the product should work as described”.
It should ...and the Arc/mic does work fine in my own setup. However it seems no one here can rule out it being a hardware problem or conflict, in your case, at this moment in time. Only a couple of reports here in the main community and Sonos have likely sold many tens of thousands of them since the Arc was first released in June 2020… I would expect many more complaints here if they all had a similar fault.
I have both Alexa and SVC installed on the Arc here, but mostly use Alexa. It’s connected to an LG C9 OLED TV, but I can’t see the type of connected TV as being relevant here, all things considered.
I would persist with supplying diagnostic data to Sonos Support, including any videos of the issue too.
I switched SVC to Google Assistant and the issue persists. In fact it's even more annoying because there is a verbal cue with GA VS SVC.
How do you have both Alexa and SVC active simultaneously? I have an arc and two era 300s in a surround setup, when I try to select different voice assistants for the individual speakers, the Sonos app wants to delete the current voice assistant off ALL speakers that are interconnected.
I discussed diagnostics with the first line CS and they looked and saw that sometimes the mic was on and sometimes off. I asked them the “why,” and they said that all they can see is whether a mic was on or off, which is obviously useless. So I don't know how an upper level tech person could help.
And since I can't reproduce the issue on the fly, I'll end up calling them and getting some basic solution, then I'll hang up only to find that the issue persists about 45 minutes later. It's really odd that the issue isn't predictible at all. Sometimes it happens two hours after I start using the system. Sometimes it's a few minutes. How would tech support be helpful unless I'm going to sit on the phone with them for hours?
Now that I have two arcs (the original and replacement), I might try to hard reset the original and not connect it to the tv. Let's see if that changes anything. Though I don't know why an HDMI cord attached to a tv would impact the mic turning on/off. That seems silly.
The other reality is that I bought my original Arc from Sonos and the replacement also came from there. I could just have two “bad batch” arcs. I could go to Best Buy and get another one, but that's such a pain in the ass.
+4
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
oh yeah, i have 1 2023 LG OLED tv not visio,
Did both of your Arcs come directly from Sonos? Mine did and I'm wondering if we both just got our Arcs from a bad batch.
I tried to give Sonos your diagnostic codes for analysis alongside mine. They refused and said it was a privacy violation unless they had your approval.
How do you have both Alexa and SVC active simultaneously?
Alexa and SVC work together and both can be installed side-by-side. The Google Assistant service only works by itself. It seems Google didn’t want to share its services with others.
Scanning this thread it’s starting to look like there might have been a dodgy batch of capacitive touch boards, hopefully a small batch...
+4
Scanning this thread it’s starting to look like there might have been a dodgy batch of capacitive touch boards, hopefully a small batch...
I am wondering if it might actually be a power issue. I notice that oftentimes the on/off doesn't happen until the unit has been doing something for a period of time. As far as I can tell, it isn't turning on/off when nothing is playing through the Arc. But somewhere between 45 min and 2 hours of constant play results in regular on/off cues. I was just listening to music for about 90 minutes. For the first 90 minutes everything worked fine. Then all of a sudden the on/off cues began and repeated within a minute of each other if not sooner. I did not have an HDMI cord attached and the arc hadn't moved position while I was listening. If I'm a betting man, the extensive use heats up the device and is causing a short. I'm no engineer but it's the only thing that makes sense to me.
No short necessarily, but if there’s a false touch periodically registering then it could potentially be exacerbated by increased temperature.
This happened to me yesterday, but I deleted Sonos Voice Control and set it up again and it’s back to normal. IMO this is a software bug…
This happened to me yesterday, but I deleted Sonos Voice Control and set it up again and it’s back to normal. IMO this is a software bug…
I tried this a few times even using different VAs, no change. Reset Arc and no change. Sonos tech advised me that nothing could be done to fix it at home, so I assumed hardware fault. Could always be software though, or a combination of things I guess.
Sonos are never keen to confirm issues, so doubt they will admit anything :-)
johhnydrama32
i don’t know if this will work, but pls authorize (via this thread) sonos techs at my monday meeting to access your following diagnostic codes and compare them to my diagnostics
johhnydrama32 diagnostics
723779744
642824365
1529549030
2072542269
1114071393
my hogan1 diagnostics
1520451136
1507668416
1288322289
any sonos real time diagnostics
johnnydrama32
i also submitted your diagnostics w/ mine to t3 guy. his team is looking at that?
asked if he thought it was strange that your 2022 best buy arc had no muting problem. no answer yet
it’s a slow, slow process for them. other people must have the same problem. we all paid for the voice controls.
costco is selling the arc for $899 and giving a $60 apple or sirius card.
might be worth just doing that if sonos won’t give you the 15% and just leave the problem to them? we are all just doing our due diligence…
will keep u updated
+4
johnnydrama32
i also submitted your diagnostics w/ mine to t3 guy. his team is looking at that?
asked if he thought it was strange that your 2022 best buy arc had no muting problem. no answer yet
it’s a slow, slow process for them. other people must have the same problem. we all paid for the voice controls.
costco is selling the arc for $899 and giving a $60 apple or sirius card.
might be worth just doing that if sonos won’t give you the 15% and just leave the problem to them? we are all just doing our due diligence…
will keep u updated
The problem is Costco’s may also be produced in June or July. You just have no idea. Part of me just wants to suck it up and take the 15% loss. My time is worth more than a $135.
sent sonos L3 info about workaround.
still waiting on a reply…
MICROPHONE KEEPS TURNING OFF, issue SOLVED !
My arc kept losing the microphone connection, saying off ,”beep” microphone turns off, Alexa won’t respond, etc. the issue was my internet router was too far away from the Arc speaker. After calling Xfinity to open a port closer to the center channel, boom works right away! We’re w looking good so far, good luck everyone with microphone drop issues. ☮️
+4
I went to Best Buy and got a third Arc to see if we're just dealing with a bad batch directly from Sonos. I'm also running the replacement arc without any HDMI, far away from the tv, to see if it still messes with the mic.
I'm curious if those who haven't had issues were using era 300 surrounds and a sub first gen? It could be that the pairings are causing the issues. There are just so many variables.
If this doesn't work, I may just be relegated to turning off voice assistant on the arc and only using it on the surrounds. That should be fine, but I'm worried about resale value down the line with this problem.
The setup here
- Sonos Arc linked over HDMI eARC to an LG C9 TV
- Era 300 Surrounds
- Sub (gen3)
- Both Alexa & SVC installed on Arc and the two Surrounds aswell.
All are running on WiFi - no Sonos devices are wired.
Mic switches are on and obviously that includes the two rear mic switches on the rear of the Eras aswell.
By the way, you could always go onto un-bond the surrounds and/or Sub, just to see if that makes any difference in your own case.
johnnydrama32 et al
try this w/ both sonos voice control and alexa loaded
go to system, hardware and turn off “touch controls”
give that a stress test…
+4
The setup here
- Sonos Arc linked over HDMI eARC to an LG C9 TV
- Era 300 Surrounds
- Sub (gen3)
- Both Alexa & SVC installed on Arc and the two Surrounds aswell.
All are running on WiFi - no Sonos devices are wired.
Mic switches are on and obviously that includes the two rear mic switches on the rear of the Eras aswell.
By the way, you could always go onto un-bond the surrounds and/or Sub, just to see if that makes any difference in your own case.
How were you able to get two different voice assistant in one bonded pair? When I try to add Google assistant to just my Arc that already has SVC, I'm prompted to remove SVC from all devices in the stereo bond to add Google assistant to the Arc
I have the same issue on the Arc. I ordered the Arc/Sub/2xEra300 set 08/19/2023 direct from Sonos, and have it hooked up to Alexa voice control. Mic toggle goes on and off on its own making a chime sound each time. I have it hooked up to Home Assistant and I can see it happening between 2 to 10 times per minute. I think it only happens while the Arc is playing something. As @hogan1 suggested, I turned off touch controls for the room and it immediately stopped toggling.
Will be sending the system back on Tuesday - not my job to beta test for Sonos.
How were you able to get two different voice assistant in one bonded pair? When I try to add Google assistant to just my Arc that already has SVC, I'm prompted to remove SVC from all devices in the stereo bond to add Google assistant to the Arc
That’s correct, Google will only work ‘standalone’, whereas Alexa & SVC will install and work side-by-side on voice compatible Sonos products.
+4
I have the Sonos voice assistant and the mic constantly turns on and off at random. I had a replacement sent with the same results. Does it whether i am using the tv or just playing music. What a hunk of junk.
since last night when i turned off the “touch control”, the arc muting problem stopped and the alexa and svc worked perfectly - no issues
‘sparring - what about your alexa and svc?
+4
How were you able to get two different voice assistant in one bonded pair? When I try to add Google assistant to just my Arc that already has SVC, I'm prompted to remove SVC from all devices in the stereo bond to add Google assistant to the Arc
That’s correct, Google will only work ‘standalone’, whereas Alexa & SVC will install and work side-by-side on voice compatible Sonos products.
Makes sense.
I've now put the Sonos replacement Arc on its own just playing music, away from the tv. It's been playing for 3 hours without the mic turning on/off.
The other replacement Arc that I got from Best Buy has simultaneously been hooked up to the same TV the aforementioned Arc was yesterday. It has also been running for 3 hours without the mic turning on/off.
So now I'm very confused. Yesterday, the Sonos replacement couldn't play music without the mic on/off issue after about 90 minutes. Now it's playing fine (so far). And then I replaced it with a Best Buy Arc that also isn't glitching? This makes zero sense. The Sonos replacement should still be glitching, otherwise this entire process is inconclusive.
I tried calling T2 tech support, but they're closed on weekends. I think Sonos’ customer service is horrible.
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