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papa267
Contributor I
September 22, 2020
Answered

Arc sound cuts out when streaming (Netflix, Prime, Britbox)

Sony 65A9G Android (all streaming via SONY Android)

Sonos ARC, SUB Gen3 and Boost

FIOS Quantaum

Sound never drops while watching TV via FIOS. Sound drops randomly when using any streaming service, Prime and Britbox are the worst. Restoring sound is different for each service. Prime is the most cumbersome, requiring me to select SETTINGS,AUDIO SYSTEM SPEAKERS TV SPEAKERS, which forces an HDMI error and causes restart of the program. Netflix is more forgiving and usually continues after the TV Speaker selection. This is my first time with Sonos products, at times I wish my Pioneer receiver and Polk sound bar were still installed. I have read many comments on this issue with no FIX offered.

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Dogdad
DogdadAnswer
Headliner III
December 9, 2020

@Simon B I found a relevant other conversation about my problem here and answered to the thread : https://en.community.sonos.com/home-theater-228993/arc-tv-sound-cuts-in-and-out-6842963/index11.html

 

The problem seems to have been acknowledged already by sonos, and I understood that a fix should come soon. Should I still contact sonos by phone?

Sony has an update out that supposedly resolves this issue. 
 

 

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23 replies

Simon B
Simon B
Retired Sonos Staff
September 23, 2020

Hi @papa267, Thank you for reaching out and welcome to the community. Sorry to hear about the issue on your Sonos Arc, To further check on this issue, I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  And you may check this thread link pertaining to this concern, there may be some recommendations and suggestions on that thread that might help.

Keep me in the know with the advice above. 

We're here to answer any further questions you have.

 

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papa267Author
Contributor I
September 23, 2020

I will submit a diagnostic next time it happens. I have tried cat6 connecting the arc then bought the Boost - no change same issues. Have rebooted everything on the network result no change. Reinstalled prime App a few times

Simon B
Simon B
Retired Sonos Staff
September 24, 2020

Hi @papa267, thanks for the update. Let us know if the issue reoccurs so that we can assist you further. 

If you have other questions with your Sonos products, feel free to reach out.

The Sonos community is always here to help.

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papa267Author
Contributor I
October 24, 2020

Issue continues, went almost 7 days with no problems until yesterday.

Diag #

878709585

1759047244

1527158743

1325486129

Last night sound dropped about every 20 minutes using Prime off the Sony Android System. Fix was to switch to TV speakers which causes an HDMI error then resume the Prime selection. This is unacceptable. I’m a first time Sonos owner and will never add to this system.

Simon B
Simon B
Retired Sonos Staff
October 24, 2020

Hi @papa267, thanks for the update and for sending a diagnostic report of your Sonos system when the issue is happening. Upon checking. It shows that the Arc status is disabled and on silence. Kindly try other source and also check the audio out of the cable box, kindly do a reboot. And unplug it from the power source for 1-2 minutes and plug it back in, same goes with the Sonos Arc. And check the CEC settings of the TV if it is enabled. Arc must be connected to your TV’s HDMI-ARC or HDMI-eARC input, and your TV needs to have HDMI-CEC enabled on the TV settings.

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

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papa267Author
Contributor I
October 26, 2020

Simon

Thank you for your response. I have checked and rechecked , including reboot everything  connected to my WiFi. I moved the Verizon router from the 2nd floor to 5 ft away from TV and Sonos Arc. Repeating the ONLY times the ARC drops the sound is when I am streaming via Sony’s android system. Dropping the sound is random and totally unpredictable. In my opinion this is another case of a beta technology being sold before it’s ready. Not sure if fault lies with Sonos, Sony (Android) or whoever put out e ARC. I’m amazed at the number of threads on this site with exact same issue. Noting  it is across different TV brands and streaming systems. I will continue to send diagnostics when sound is dropped. If I could I would return the ARC and sub woofer.

Simon B
Simon B
Retired Sonos Staff
October 27, 2020

Hi @papa267, thanks for the update and the information that you provided. Thanks for trying some troubleshooting steps in resolving this issue. We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may ask additional troubleshooting steps and give you options about this concern. 

If you have other questions with your Sonos products, feel free to reach out.

The Sonos community is always here to help.

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Florentcm
Lyricist III
October 30, 2020

Same issue of sound dropping, no sound for about 10 seconds, then comes back. just submitted diagnostic a few seconds after it happened 267985053.

Simon B
Simon B
Retired Sonos Staff
October 30, 2020

Hi @Florentcm, Thank you for reaching out and welcome to the community and for sending a diagnostic report of your Sonos system. Sorry to know about what happened for the audio dropouts on your Sonos speakers. Upon checking the diagnostic report. It shows interference and dropouts on your system. Kindly check this article about Reducing wireless interference and Music service audio stops or skips for some troubleshooting steps. 

Let me know your thoughts with the advice above.

The Sonos community is always here to help.

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Florentcm
Lyricist III
October 30, 2020

Hi  @Simon B , I don't know understand how the wireless interferences could have produced the audio dropout problem since the cut problem occurs while the source is HDMI input from the TV and my setup is only 1 sonos ARC, no other speaker to communicate wirelessly with.

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