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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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Simon B
Simon B
Retired Sonos Staff
December 9, 2020

Hi @Dogdad, thanks for the update. I would suggest that you can contact our phone support team for further assistance and more in-depth troubleshooting steps and additional options for this issue. 

Keep us posted on how it goes and we're here to answer any further questions you have.

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    Ancodia
    Lyricist III
    January 17, 2021

    I have a similar issue when switching between services. Really annoying and can be difficult to get the sound back without a restart. I’m also using E-Arc with an 8k HDMI cable (I’ve also tried the supplied cable). Trawling through the many posts on the issue, it seems it’s related to the E-Arc implementation and the firmware on the TV. I’m using a Samsung Q70 and by all accounts Samsung are looking to implement and update by March 21. Not good though considering the price of the speaker. 

      gavinl1967
      Lyricist I
      January 17, 2021

      I’m having the same issue as others on this thread, losing sound from the Arc when streaming from Netflix, Amazon Prime or YouTube. There is no issue when using the sound on the tv only using sky q.

      The television is a Sony AG9.

      I believe this is a known issue.

      I have submitted a diagnostic report, number 355808776.

      thankyou.

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